Sonal Unhawane
Nashik
Summary
Results-driven Team Leader in Service Delivery with a proven track record of boosting productivity and efficiently completing tasks. Skilled in strategic planning, process improvement, and team motivation. Excel at communication, problem-solving, and leadership, ensuring seamless operations and high-quality service delivery. Committed to fostering an environment that encourages teamwork and continuous improvement for optimal performance.
Highly skilled in service delivery with background as Team Leader. Demonstrated ability to manage, motivate and lead teams to meet and exceed targets while ensuring maximum client satisfaction. Known for strong strategic planning skills and efficient problem-solving abilities. Previous work has made significant impact through improved operational efficiency and enhanced team performance.
Overview
2
2
years of professional experience
Work History
Team Leader - Service Delivery
Cogent E-services limited
Nashik
12.2022 - Current
- Provided leadership to a team of service delivery staff, ensuring customer satisfaction and quality standards were met.
- Developed effective policies and procedures for the team to follow in order to meet deadlines.
- Monitored team performance and provided guidance on processes and procedures.
- Conducted regular meetings with the team to discuss progress, issues, and goals.
- Coordinated training sessions for new hires as well as ongoing development opportunities for current employees.
- Resolved escalated customer complaints or inquiries in a timely manner.
- Maintained accurate records of customer interactions, including status updates, notes, and other relevant information.
- Collaborated with cross-functional teams such as marketing, sales, engineering., to ensure successful project completion.
- Performed root cause analysis on any problems encountered during service delivery activities.
- Helped team members resolve challenging support calls.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
Education
Bachelor of Commerce - Financial Accounting
Pune University
Nashik 04-2012
Skills
- Coaching and Mentoring
- Stakeholder Management
- Compliance knowledge
- Performance metrics analysis
- Customer Satisfaction
- Teamwork and Collaboration
- Multitasking
- Active Listening
- Excellent Communication
- Troubleshoot service issues
- Conflict Resolution
- Sales Strategies
- Relationship Building
- Effective Communication
- Multitasking Abilities
- Time Management
- Experience in leadership
Languages
Marathi
First Language
Hindi
Proficient
C2
English
Proficient
C2
Timeline
Team Leader - Service Delivery
Cogent E-services limited
12.2022 - Current
Bachelor of Commerce - Financial Accounting
Pune University