Sujata Gautam
Noida
Summary
Dynamic operations leader with a proven track record at HCLTech, excelling in performance management and team building. Expert in data analysis and process improvement, I successfully supervised diverse teams, enhancing service quality and achieving SLA compliance. Recognized for fostering a motivated environment and delivering impactful training initiatives.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Leader- Operations
HCLTech (Project- Pearson Vue)
Noida
07.2022 - Current
- Supervised 15-20 customer service representatives to exceed key performance metrics in line with Client SLA.
- Managed voice and email lines of business (LOBs) across APAC, EMEA, and US regions, consistently maintaining a quality adherence rate of 90% or higher in alignment with client expectations.
- Monitored call queues in real-time using CMS Supervisor for optimal management.
- Developed and maintained Key Performance Indicators, providing regular trend reports.
- Cultivated positive team dynamics through visibility, support, and approachability.
- Evaluated agent calls, delivering constructive feedback to enhance performance and ensure data integrity.
- Oversaw daily operations to maintain consistent quality and productivity levels above 90%.
- Adjusted agent schedules based on call volume fluctuations to optimize resource allocation.
Subject Matter Expert
HCLTech (Project- Pearson Vue)
Noida
04.2020 - 06.2022
- Provided active support to agents during floor walks, resolving complex transactions.
- Served as escalation point for assigned team, addressing critical issues effectively.
- Initiated improvement plans based on observations to enhance system efficiency.
- Maintained floor discipline, fostering a motivated and productive team environment.
- Conducted team briefings to communicate process updates and track implementation.
- Performed quality monitoring tasks to ensure compliance with service levels.
- Delivered refresher training based on Training Need Identification assessments.
- Facilitated client communications regarding process-related inquiries and concerns.
Customer Service Executive
HCLTech (Project- Pearson Vue)
Noida
05.2018 - 04.2020
- Secured promotion to Supervisor within six months at HCL after exemplary performance as Customer Service Representative.
- Delivered comprehensive support for Pearson Vue exam candidates, prioritizing customer needs.
- Functioned as primary contact for inbound customer inquiries, escalating technical problems appropriately.
- Consistently exceeded quality benchmarks, achieving over 90% quality, and average handle time (AHT) targets.
- Documented all inbound support requests accurately, ensuring thorough notation of customer issues.
- Successfully de-escalated high-stress situations with irate test-takers, contributing to a 20% reduction in repeat escalations.
- Promoted as a Back-Up SME by April 2019, supporting team development and knowledge sharing.
Education
Bachelor of Science - Hospitality Administration And Management
IHM Meerut
MeerutSenor Secondary Education -
UP Board
LucknowHigh School Education -
CBSE Board
LucknowSkills
- Performance management and quality assurance
- Customer relationship management
- Data analysis and process improvement
- Team building and management
- Conflict resolution strategies
- Scheduling optimization and SLA compliance
- Training facilitation
- Verbal and written communication
Accomplishments
- O4 Performer, HCLTech Achievers League recognized for exceptional performance and leadership in achieving key organizational goals
- People’s Choice Award – Most Helpful Person, HCLTech, Noida (2024) honored by peers for outstanding support, collaboration, and commitment to team success across departments
- People’s Choice Award – Most Empathetic Person, HCLTech, Noida (2023) acknowledged by colleagues for demonstrating empathy, approachability, and a strong commitment to fostering a supportive work environment
Certification
- Cleared HCLTech First Time Manager IMPACT Certification program.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Tools & Technologies
- Microsoft Office Suite – proficient in Excel (data analysis, pivot tables), Word (documentation), PowerPoint (presentations), and Outlook (email and calendar management)
- CMS supervisor – real-time call monitoring, queue management, and agent performance tracking
- Salesforce- Customer relationship management and case tracking
References
References available upon request.
Timeline
Team Leader- Operations
HCLTech (Project- Pearson Vue)
07.2022 - Current
Subject Matter Expert
HCLTech (Project- Pearson Vue)
04.2020 - 06.2022
Customer Service Executive
HCLTech (Project- Pearson Vue)
05.2018 - 04.2020
Bachelor of Science - Hospitality Administration And Management
IHM Meerut
Senor Secondary Education -
UP Board
High School Education -
CBSE Board
Similar Profiles
Johanna ManzuetaJohanna Manzueta
Test Administrator at Pearson VueTest Administrator at Pearson Vue
Bryn TomlinsonBryn Tomlinson
Substitute Teacher at Pearson VUESubstitute Teacher at Pearson VUE
Julie CollardJulie Collard
Test Centre Manager at Pearson VUETest Centre Manager at Pearson VUE
Prashant KashyapPrashant Kashyap
Consultant at TATA CONSULTANCY SERVICESConsultant at TATA CONSULTANCY SERVICES
Shivani SinghShivani Singh
Manager Sales & Marketing at Regreen-Excel EPC India LimitedManager Sales & Marketing at Regreen-Excel EPC India Limited