Sudhanshu Namdeo
Bengaluru
Summary
Results-driven Customer Service Team Lead with expertise in team performance management and stakeholder relations. Ensured efficient order processing and resolved customer issues effectively. Led hiring, onboarding, and engagement initiatives, fostering a high-performance culture. Committed to enhancing customer satisfaction and operational efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Team Lead
Mouser Electronics, Inc.
Bengaluru, India
09.2020 - Current
- Lead key operational teams, including Quote Entry, Sorting, and Internet Orders, while currently heading the Global Order Entry team to ensure seamless order processing worldwide.
- Optimize team performance by maintaining strong alignment with quality standards and productivity goals.
- Conduct structured one‑on‑one meetings with team members to assess performance, provide constructive feedback, and support skill development.
- Oversee end‑to‑end hiring for multiple teams while ensuring a smooth, efficient, and positive onboarding experience for all new associates.
- Design and deliver training programs while conducting quality audits across various functional teams to uphold operational excellence.
- Guide new team members through training and ramp‑up periods by monitoring performance closely and providing targeted coaching to help them achieve their probation goals.
- Develop and implement structured development blueprints to prepare Senior CSAs and aspiring Team Leads for future IJP opportunities.
- Monitor and maintain optimal shrinkage and attrition levels through proactive planning and team engagement strategies to support operational stability.
- Drive on‑floor engagement initiatives during low‑volume hours to boost employee experience, motivation, and team cohesion.
- Drive monthly strategic reviews with stakeholders to plan future initiatives, evaluate progress on ongoing projects, and analyse team performance at a high level to support continuous improvement.
- Manage and coordinate multiple teams, ensuring all processes operate efficiently and consistently meet defined SLA commitments.
- Foster team growth and maintain a motivational, high‑performance work environment that encourages continuous improvement.
Team Lead – Ticketing Team
ANI Technologies Pvt.Ltd (OLA)
Bengaluru, India
10.2019 - 05.2020
- Monitored team performance and analyzed operational data, developing action plans for process enhancements.
- Compiled performance reports weekly, monthly, and quarterly for leadership review, informing strategic decisions.
- Conducted weekly quality reviews of team productivity and regular audits of customer communications.
- Resolved customer complaints within defined turnaround times, enhancing team efficiency in operations.
- Coordinated follow-ups with stakeholders to expedite resolution of customer grievances, improving response time.
- Provided regular feedback to team members to enhance skills and improve overall performance.
- Communicated directly with customers to ascertain needs and deliver appropriate resolutions.
Team Lead- Complaints & Grievance
Startek(Formerly Aegis Customer service Pvt. Ltd)
Bengaluru
02.2017 - 10.2019
- Led Complaints Team, achieving timely resolution of all customer complaints within defined turnaround times.
- Coordinated with cross-functional stakeholders to expedite resolution of customer grievances.
- Conducted quality audits to evaluate team performance and adherence to established standards.
- Managed inbound and outbound teams to optimise workflow and maintain high-quality service delivery, contributing to improved customer experience.
- Reviewed and approved Non-Returnable and refund cases based on customer history analysis.
- Interacted with clients to gather requirements and align service delivery with expectations.
- Promoted to Team Lead in August 2018 after initial role handling inbound calls.
Education
Bachelor of Engineering - Electrical & Electronics Engineering
Oriental Institute of Science & Technology, Bhopal
Bhopal, MP2014
Higher Secondary Education - Mathematics & Science
Kendriya Vidhyalaya No. 1, Bhopal
Bhopal, MP2010
Matriculation - CBSE
Kendriya Vidhyalaya No. 1, Bhopal
Bhopal, MP2008
Skills
- Customer service
- Team leadership
- Performance management
- Hiring and onboarding
- Stakeholder Management
- Coaching and mentoring
- Team engagement
- Microsoft Outlook, Word and Excel
- Customer satisfaction focused
- Skilled multitasker
- Effective communication
Languages
English
Proficient
C2
Hindi
Proficient
C2
Accomplishments
- Awarded Top Performer of the Year 2023 at Mouser for consistently delivering superior results.
- Handled multiple process transitions successfully.
- Procedure document creation for the multiple processes and got it approved at global level to be followed by everyone.
- Multiple promotions from the team.
- Face of Mouser in Orientation video for Global support Department.
- Achieved Rashtrapati puraskar in Bharat scout and guides.
- Achieved Certificate of Excellence by the Central Railway Employees' Co-operative Credit Society for scoring good marks in SSC.
Timeline
Customer Service Team Lead
Mouser Electronics, Inc.
09.2020 - Current
Team Lead – Ticketing Team
ANI Technologies Pvt.Ltd (OLA)
10.2019 - 05.2020
Team Lead- Complaints & Grievance
Startek(Formerly Aegis Customer service Pvt. Ltd)
02.2017 - 10.2019
Bachelor of Engineering - Electrical & Electronics Engineering
Oriental Institute of Science & Technology, Bhopal
Higher Secondary Education - Mathematics & Science
Kendriya Vidhyalaya No. 1, Bhopal
Matriculation - CBSE
Kendriya Vidhyalaya No. 1, Bhopal