Somnath Das
Team Leader
Ghaziabad,UP
Summary
Accomplished Team Leader with 6.6 years of progressive experience in International BPO Operations, including 2 years of leadership experience managing high-performing customer service teams. Proven expertise in driving operational excellence through effective team management, quality assurance, customer escalation handling, workforce planning, performance coaching, and stakeholder collaboration. Successfully led a team of approximately 12 associates while ensuring SLA adherence, service quality, and exceptional customer experiences across international markets. Adept at building motivated teams, improving operational efficiency, and fostering a customer-centric culture. Experienced in Zendesk CRM with strong analytical, communication, and leadership capabilities.
Overview
4
4
Languages
7
7
years of professional experience
Work History
Team Leader
Digital Wolf Pvt. Ltd.
07.2024 - 06.2026
- Successfully led a team of 12 customer service associates, ensuring consistent operational performance and achievement of service quality objectives.
- Managed daily business operations, monitored team productivity, and ensured adherence to organizational policies and Service Level Agreements (SLAs).
- Handled critical customer escalations involving website functionality, registration, payment processing, and barcode machine-related issues, ensuring timely and effective resolution.
- Collaborated closely with international clients and internal technical teams to resolve operational challenges and maintain high service standards.
- Conducted regular Quality Assurance (QA) reviews and delivered constructive coaching sessions to enhance team performance and customer satisfaction.
- Planned team schedules, managed attendance, and prepared shift rosters to optimize workforce availability and operational efficiency.
- Trained, mentored, and supported newly hired associates, accelerating their transition into productive team members.
- Leveraged Zendesk CRM to monitor customer interactions, manage escalations, and maintain accurate service records.
- Served as the acting floor lead during the Operations Manager's absence, ensuring uninterrupted business operations and effective decision-making.
Senior Representative
WhiteHat Jr. (BYJU'S)
12.2022 - 04.2024
- Delivered customer support to international clients across the US, UK, Australia, Dubai, and Asia through voice, email, and chat channels.
- Assisted customers with class scheduling, account management, payment queries, teacher allocation, and enrollment support.
- Managed high interaction volumes while consistently maintaining productivity and service quality expectations.
- Resolved complex customer concerns through effective communication, empathy, and problem-solving.
- Supported quality initiatives by participating in quality audits and sharing best practices with team members.
- Assisted with onboarding and process training for newly joined associates.
Senior Associate
Wipro Limited (Amazon Process)
09.2020 - 01.2022
- Delivered customer support for Amazon customers, handling order management, refunds, payment concerns, product quality issues, and delivery-related inquiries.
- Maintained excellent customer service standards while consistently achieving productivity and quality benchmarks.
- Assisted junior associates by providing process guidance and operational support.
- Contributed to team knowledge sharing and process improvement initiatives.
- Ensured compliance with established operational procedures and service standards.
Associate
Masthead Technology Pvt. Ltd.
09.2019 - 06.2020
- Coordinated with international stakeholders to support client requirements and ensure timely service delivery.
- Maintained business records, prepared reports, and ensured data accuracy.
- Supported cross-functional teams in project execution and client communication.
- Contributed to maintaining operational efficiency through accurate documentation and process adherence.
Associate Data Analyst
Chetu India Pvt. Ltd.
05.2019 - 07.2019
- Audited business reports to maintain data integrity and compliance.
- Communicated findings to internal teams and clients.
- Maintained accurate documentation and supported quality improvement initiatives.
Education
Master of Computer Applications (MCA) - Computer Programming
04.2001 -
Bachelor of Computer Applications (BCA) - Computer Programming
04.2001 -
Skills
Zendesk CRM
Microsoft Excel (Basic)
Microsoft Word
Microsoft PowerPoint
Internet Research
Team Leadership
Team Management
Operations Management
Workforce Coordination
Performance Management
Team Coaching & Mentoring
Accomplishments
- Progressed from Data Associate to Team Leader through consistent performance and career growth.
- Led an international customer support team of approximately 12 associates in a fast-paced BPO environment.
- Built strong working relationships with international clients while supporting operational excellence.
- Played a key role in developing team capability through training, mentoring, and process guidance.
- Supported daily operations by managing quality reviews, roster planning, and customer escalations.
Timeline
Team Leader - Digital Wolf Pvt. Ltd.
07.2024 - 06.2026
Senior Representative - WhiteHat Jr. (BYJU'S)
12.2022 - 04.2024
Senior Associate - Wipro Limited (Amazon Process)
09.2020 - 01.2022
Associate - Masthead Technology Pvt. Ltd.
09.2019 - 06.2020
Associate Data Analyst - Chetu India Pvt. Ltd.
05.2019 - 07.2019
Himalayan University - Master of Computer Applications (MCA), Computer Programming
04.2001 -
Aishwarya Collage of Education (ACE) - Bachelor of Computer Applications (BCA), Computer Programming
04.2001 -