Sonia Sabharwal
Team Lead
Hyderabad
Summary
Dynamic and results-driven professional with over 18 years of cross-functional experience across customer service, quality assurance, executive support, administration, and team management. Proven success in diverse industries with a strong focus on operational efficiency, people leadership, and stakeholder engagement. Adept at driving process improvements, resolving escalations, and coaching high-performing teams. Recognized for adaptability, ownership, and delivering impactful business outcomes. Actively seeking leadership opportunities where strategic thinking, multi-domain expertise, and a passion for team development can drive organizational growth.
Overview
21
21
years of professional experience
2006
2006
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Team Leader – Microsoft Project
Cognizant Technology Solutions
10.2022 - Current
- Lead, motivate, and manage a team of 15-members focusing on performance, coaching, and process adherence.
- Conducted QA checks and internal audits to improve service delivery.
- Resolved escalations, maintaining SLA compliance and client satisfaction.
- Delivered training sessions and mentored new team members and Identify training needs and support learning and development initiatives.
- Produced CSAT, KPI, and backlog reports for senior leadership.
- Monitor and manage daily performance metrics (AHT, FCR, CSAT, QA scores).
- Set individual and team goals aligned with business KPIs.
- Conduct regular one-on-ones, performance reviews, and feedback sessions.
- Handle scheduling, shift rosters, and leave planning.
- Analyze trends in performance and identify areas for improvement.
- Present actionable insights to management.
- Track adherence, shrinkage, absenteeism, and occupancy rates.
- Coordinate with WFM for optimal staffing.
- Maintain real-time floor discipline and productivity.
- Ensure team adherence to data privacy, regulatory, and company policies.
- Collaborate with cross-functional teams (IT, HR, QA) for smooth operations.
Executive Assistant to the Chairman & CEO
mPokket
03.2022 - 07.2022
- Managed executive calendar, travel, and stakeholder engagements.
- Tracked deliverables, budgets, and report submissions.
- Facilitated high-level meetings, events, and administrative operations.
Manager – Sales (B2C)
WhiteHat Jr
10.2020 - 10.2021
- Achieved revenue targets via relationship-based sales and counseling.
- Promoted custom courses to parents, ensuring students fit.
- Delivered seamless end-to-end client experience.
Guest Relations Coordinator
ITC Hotels Sonar & Royal Bengal
05.2019 - 07.2020
- Handled leadership support, SAP billing, and cross-departmental liaison.
- Addressed guest concerns, managed travel and reimbursements.
Assistant Manager – Travel & Admin
SVF Entertainment Pvt. Ltd
08.2018 - 04.2019
- Managed VIP and corporate travel, vendor negotiations, and office logistics.
- Planned and executed events while ensuring cost-effective travel management.
Assistant Manager – EA to RBH
Dishnet Wireless (Aircel)
08.2014 - 08.2018
- Oversaw confidential communication, reporting, and calendar planning.
- Contributed to regional strategic planning and team engagement.
Customer Service Executive – Mortgage Analyst
HSBC HDPI
01.2006 - 08.2014
- Provided mortgage processing and support for UK clients.
- Functioned as Quality Auditor and Call Coach.
- Played a key role in training and escalation resolution.
Technical Support Associate
Wipro BPO
10.2004 - 01.2006
- Delivered tech support to US clients (Dell/HP).
- Promoted to Floor Supervisor and Compliance Auditor.
Education
Bachelor of Arts - Humanities
The Bhawanipur Education Society College
ISC- Class XII - undefined
La Martiniere For Girls
ICSE- Class X - undefined
La Martiniere For Girls
Skills
- Team Supervision
- Team Leadership & Mentoring
- Team Motivation
- Quality Assurance & Compliance
- Data Analysis & Reporting
- Crisis & Escalation Management
- Process Improvement & Auditing
- Workflow & Time Management
- Ownership & Accountability
- Employee Evaluation
- Stakeholder Communication
- Microsoft Power BI
- SAP
- CRM Tools
Certification
Certified Online/Process Expert – Cognizant
Timeline
Team Leader – Microsoft Project
Cognizant Technology Solutions
10.2022 - Current
Executive Assistant to the Chairman & CEO
mPokket
03.2022 - 07.2022
Manager – Sales (B2C)
WhiteHat Jr
10.2020 - 10.2021
Guest Relations Coordinator
ITC Hotels Sonar & Royal Bengal
05.2019 - 07.2020
Assistant Manager – Travel & Admin
SVF Entertainment Pvt. Ltd
08.2018 - 04.2019
Assistant Manager – EA to RBH
Dishnet Wireless (Aircel)
08.2014 - 08.2018
Customer Service Executive – Mortgage Analyst
HSBC HDPI
01.2006 - 08.2014
Technical Support Associate
Wipro BPO
10.2004 - 01.2006
ISC- Class XII - undefined
La Martiniere For Girls
ICSE- Class X - undefined
La Martiniere For Girls
Bachelor of Arts - Humanities
The Bhawanipur Education Society College
Similar Profiles
Janardhanan PerumalsamyJanardhanan Perumalsamy
Sr. Executive Support at Cognizant technology Solutions, Cognizant Technology SolutionsSr. Executive Support at Cognizant technology Solutions, Cognizant Technology Solutions
Nithya KrishnanNithya Krishnan
Technical Lead - Snr License Manager at Cognizant Technology SolutionsTechnical Lead - Snr License Manager at Cognizant Technology Solutions
Swapna MohanSwapna Mohan
Scrum Master at Cognizant Technology SolutionsScrum Master at Cognizant Technology Solutions
Divyangkumar GheewalaDivyangkumar Gheewala
Test Automation Manager at Cognizant Technology SolutionsTest Automation Manager at Cognizant Technology Solutions
Nithin SaraNithin Sara
Sr. Product Engineer at TECHMAHINDRA LTDSr. Product Engineer at TECHMAHINDRA LTD