Simal Khandpur
New Delhi
Summary
Dynamic Team Leader skilled in driving productivity, optimizing workflows, and fostering open communication. Known for conflict resolution and customer relationship management, committed to enhancing team performance and achieving operational excellence.
Overview
8
8
years of professional experience
Work History
Team Leader Manager
Telus International
Noida
05.2025 - Current
- Managed daily operations to ensure team productivity and efficiency.
- Implemented process improvements to optimize workflow and reduce errors.
- Facilitated regular team meetings to discuss goals and progress.
- Reviewed performance metrics to identify areas for enhancement and support growth.
- Provided guidance, coaching, and feedback to team members.
Team Leader Manager
Provana
Noida
12.2024 - 05.2025
- Assisted team members on appropriate application of policies and procedures.
- Scheduled and planned daily tasks, training and development for team members.
- Coached team members to maintain positive, friendly attitude and behaviors.
- Drove open communication with team to successfully maintain and grow productivity and development.
Team Manager
Amazon India Development Centre
Noida
04.2020 - 09.2024
- Ensure high output and timely completion of tasks/projects.
- Maintain high CSAT and value Customer Experience.
- Meet Service Level Agreements (SLAs) and improve process efficiency.
- Enhance team satisfaction, reduce attrition, and ensure skill development through training.
- Consistently meet or exceed sales, quality, and operational targets.
- Foster cross-functional collaboration and demonstrate strong leadership.
- Ensure full compliance with company policies and processes, verified through audits.
Resolution Specialist
Amazon India Development Centre
Noida
10.2018 - 04.2020
- Managed escalation calls, providing prompt and effective resolutions to customer issues, ensuring high satisfaction levels.
- Supported Customer Service associates by setting a benchmark for delivering efficient and effective resolutions.
- Motivated team members to adhere to processes, maintaining alignment with service standards.
- Regularly communicated updates to the team, ensuring no gaps in meeting customer satisfaction targets.
- Resolved customer conflicts diplomatically, fostering positive outcomes and enhancing the overall customer experience.
- Delivered valuable feedback to customers, addressing their concerns and questions to further improve their service experience.
Customer Service Representative
Amazon India Development Centre
Noida
10.2017 - 10.2018
- Consistently exceeded customer satisfaction targets through clear, courteous, and empathetic communication.
- Identified root causes of problems, researched solutions, and implemented effective resolutions in a timely manner.
- Maintained composure in challenging situations and diffused customer frustration to achieve positive outcomes.
- Utilized active listening and upselling techniques to identify customer needs and recommend relevant products or services.
- Achieved a consistent level of accuracy in order processing, data entry, and customer information management.
- Consistently exceeded targets for handling customer inquiries within desired timeframes.
- Identified and implemented strategies to streamline customer service processes, leading to increased productivity.
- Ensured all customer interactions adhered to company guidelines and regulations.
- Effectively answered product-related inquiries and provided accurate information to customers.
- Leveraged internal databases and support tools to quickly access and communicate relevant information.
Education
Bachelor's - Business Administration
Bhartiya Shiksha Parishad
India01.2011
Diploma - BSc Nautical Science
Indira Gandhi National Open University
India01.2008
Skills
- Customer relationship management
- Active listening
- Clear communication
- Conflict resolution
- Critical thinking
- Empathy
- Multitasking
- Escalation management
- Team support
- Process adherence
- Adaptability
- Task prioritization
- Strategic planning
- Issue resolution
- Problem analysis
- Follow-up and closure
- Procedure enforcement
- Performance monitoring
- Feedback delivery
- Operational planning
- Workload management
- Productivity reporting
- Quality assurance
- Team coaching
- Team motivation
- Coaching and mentoring
- Strategic awareness
- Team management
- Process improvement
- Performance metrics
- Compliance adherence
Timeline
Team Leader Manager
Telus International
05.2025 - Current
Team Leader Manager
Provana
12.2024 - 05.2025
Team Manager
Amazon India Development Centre
04.2020 - 09.2024
Resolution Specialist
Amazon India Development Centre
10.2018 - 04.2020
Customer Service Representative
Amazon India Development Centre
10.2017 - 10.2018
Bachelor's - Business Administration
Bhartiya Shiksha Parishad
Diploma - BSc Nautical Science
Indira Gandhi National Open University
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