Sreelakshmi Sivarenjini
Team Lead
Kochi
Summary
Supportive Team Lead with 6 plus years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.
Overview
7
7
years of professional experience
Work History
Team Lead
Sutherland Global Service
10.2025 - Current
- Led a team of 15+ agents to achieve a increase in Customer Satisfaction (CSAT) scores within six months.
- Improved team-level Average Handling Time (AHT) by 15% through targeted coaching and process improvements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Reduced agent attrition by 20% by implementing new employee engagement strategies and mentorship programs.
- Monitored real-time call center metrics and reallocated resources to meet service level agreements (SLAs).
Senior Associate
Sutherland Global Service
06.2023 - 10.2025
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Achieved 100% compliance with company policies, SLAs, and regulatory procedures.
- Acted as a subject matter expert (SME) for the team, improving accuracy.
Senior Associate
Sutherland Global Service
05.2025 - 07.2025
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
Associate
Sutherland Global Service
08.2020 - 06.2023
- Resolved an average of 50 to 60 customer inquiries daily regarding billing, technical, or service issues.
- Demonstrated strong verbal and written English proficiency, including active listening skills.
- Proven ability to multitask and thrive in a fast-paced, high-pressure environment.
- Maintained consistent adherence to shift timings and attendance policies.
- Experienced in navigating, troubleshooting, and resolving complex customer escalations.
IT Resource Manager
Servsys
06.2019 - 08.2020
- As a Bench Sales Recruiter, I was involved in selling the bench consultants, including searching, qualifying, scheduling interviews, rate negotiations, and closing.
- Involved in sales, i.e., bench consultants to the vendors and clients for the requirements.
- Speaking with the recruiters regarding the rate and getting the best, as suggested by management.
- Process candidates from initial contact through the entire interview/placement process, which includes interview scheduling and follow-up.
Education
Bachelor of Commerce - Finance And Taxation
St. Paul's College, Kalamassery
Kochi, India 04.2001 -
Skills
- Operations management
- Performance monitoring
- Process improvement
- Coaching and mentoring
- Problem-Solving Skills
- Ms Excel
- Ms Office
Timeline
Team Lead
Sutherland Global Service
10.2025 - Current
Senior Associate
Sutherland Global Service
05.2025 - 07.2025
Senior Associate
Sutherland Global Service
06.2023 - 10.2025
Associate
Sutherland Global Service
08.2020 - 06.2023
IT Resource Manager
Servsys
06.2019 - 08.2020
Bachelor of Commerce - Finance And Taxation
St. Paul's College, Kalamassery
04.2001 -