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
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