Hi, I’m
Sneha Mallika Chilka MB: 9963070451
Team Leader
Hyderabad,TG
Summary
Performance-focused professional with 7 years of experience leading high-performing teams in fast-paced environments. Specialized in end-to-end process management and agent development has led to 100% KPI attainment and exceptional customer interactions.
Overview
15
years of professional experience
3
Languages
Work History
Concentrix Daksh India Pvt. ltd
Team Leader/Assistant Manager- Operations
10.2017 - 05.2025
Job overview
- Emphasized my skills and strengths in operations management and customer service excellence. Setting clear goals, delegating tasks, motivating and coaching team members, ensuring effective communication, resolving conflicts, and monitoring performance to meet objectives, all while fostering a positive environment to drive success.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzing and projecting the tasks.
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
- Spearheaded efforts towards continuous improvement within the department by incorporating feedback from employees at all levels.
- Handled escalated customer complaints effectively by resolving issues while maintaining strong client relationships throughout the process.
- Reduced employee turnover rates by fostering a positive work environment and providing clear growth opportunities.
Innopark India Pvt. ltd
Sr Risk Analyst
10.2013 - 09.2017
Job overview
- Strengthened internal controls by leading targeted audits and sharing best practices across departments.
- Improved decision-making by providing senior management with timely and accurate risk reporting.
- Developed comprehensive risk reports for regulatory bodies, demonstrating adherence to industry standards and requirements.
- Ensured compliance with regulatory requirements by staying current on industry developments and adjusting policies as needed.
AMAZON DEVELOPMENT PVT LTD
Search & Rescue Analyst
12.2011 - 07.2013
Job overview
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
Lahari Resorts
Sales & Marketing Executive
12.2009 - 12.2011
Job overview
- Developed strong client relationships for increased customer loyalty and repeat business.
- Conducted market research to identify trends and inform marketing strategies, driving company growth.
- Analyzed competitors'' offerings to identify areas for differentiation, informing product positioning strategy improvements.
- Consistently exceeded performance.
Education
National Institute of Tourism And Hospitality ManagementHyderabad, India
BBA from Tourism and Hospitality Management
07-2009
Skills
Operational Excellence
Strategic Growth
People Leadership
Risk & Data Management
Client communication
Task delegation
Interests
Fitness Training, Public Speaking, Community Volunteering, Chess & Strategy, Endurance Sports
HONOR AWARDS
Performance Champion / Peak Performer (12/2024 - 02/2025) Concentrix Daksh India Pvt ltd, Breakthrough Innovator (06/2024 - 09/2024) Concentrix Daksh India Pvt ltd
Timeline
Team Leader/Assistant Manager- Operations
Concentrix Daksh India Pvt. ltd
10.2017 - 05.2025
Sr Risk Analyst
Innopark India Pvt. ltd
10.2013 - 09.2017
Search & Rescue Analyst
AMAZON DEVELOPMENT PVT LTD
12.2011 - 07.2013
Sales & Marketing Executive
Lahari Resorts
12.2009 - 12.2011
National Institute of Tourism And Hospitality Management
BBA from Tourism and Hospitality Management