Sunayna Kaushal
New Delhi
Summary
Experienced Senior Team Lead with strong leadership skills and a B.COM from Mata Sundari, Delhi University. Known for 3 years of professional experience and a highly-motivated attitude. Exceptional interpersonal skills, adaptability, and a strong work ethic. Adapt at quickly mastering new skills.
Overview
4
4
years of professional experience
Work History
Team Lead
Concentrix
Gurugram
06.2023 - 11.2024
- Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team’s vision.
- Communicate expectations, goals, and feedback to the group regularly and resolve any concerns or issues actively.
- Identify and address conflicts early, facilitating discussions and finding satisfactory solutions for all parties involved.
- Recognize and reward good performance, provide feedback, and encourage professional development.
- Support team members' professional development by providing opportunities for training and growth.
- Achieved success driving the BQ improvement plan to meet quality parameters consistently.
- Conducted Learning and Development sessions across processes, securing 100% coverage.
- Engaging with clients on a day-to-day basis to better understand their pain points and problems. Assisting people in establishing and accomplishing the requirements accordingly.
- Led WBR sessions and presented the team's weekly performance based on their quality and other set parameters.
- Monitored team performance and took corrective action where necessary.
- Ensure team compliance with company policies and procedures.
- Support and guide team members to ensure they meet their individual targets and KPIs.
- Generate reports on team performance, and provide regular updates to senior management.
- Offered one-on-one support for team members when required to drive continuous improvement.
- Organized schedules, workflows and shift coverage to meet expected business demands.
Advisor 1
Concentrix
Gurugram
03.2022 - 06.2023
- Joined Concentrix at Advisory Level 1, working with a specific tool.
- We used to review and mark content policies according to guidelines.
- Review cases as per set policies, keeping in mind not to miss SLA.
Support Executive
HBS Solutions Pvt. LTD
Delhi
12.2020 - 02.2022
- Provided assistance and resolved customer inquiries related to Tally ERP.9 software.
- Mentored junior team members and managed employee relationships.
- Trained and coached newly hired employees in effectively handling customer inquiries and adhering to established scripts.
Education
MBA - Pursuing
Chandigarh University
Chandigarh07-2024
B.COM - Commerce
Mata Sundari College, Delhi University
New Delhi08-2020
High School Graduate -
The Adarsh School
New Delhi06-2017
Matriculation -
The Adarsh School
New Delhi04-2015
Skills
- Analytical Thinking
- Team motivation
- Experience in leadership
- Reliable and trustworthy
- Data Analysis
- Process Improvement
- Improvement plan knowledge
- Idea Development and Brainstorming
Other Skills
- Well Known MS. Excel
- Made Power Point Presentations.
- Work with MS Tools effectively.
Languages
- Hindi
- English
- Punjabi
Timeline
Team Lead
Concentrix
06.2023 - 11.2024
Advisor 1
Concentrix
03.2022 - 06.2023
Support Executive
HBS Solutions Pvt. LTD
12.2020 - 02.2022
MBA - Pursuing
Chandigarh University
B.COM - Commerce
Mata Sundari College, Delhi University
High School Graduate -
The Adarsh School
Matriculation -
The Adarsh School
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