Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Tools & Technologies
References
Timeline
Generic

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
Meerut

Senor Secondary Education -

UP Board
Lucknow

High School Education -

CBSE Board
Lucknow

Skills

  • 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

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Sujata Gautam