Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Suraj Sharma

Team Leader, Global Customer Protection Operation
Ahmedabad

Summary

Results-driven customer support professional with 10 years of experience, including 4 years as a team leader in operations management, performance monitoring, and partner collaboration. Expertise in process execution, team mentoring, and ensuring compliance with SLAs.

Adept at performance data analysis, client interaction, and quality enhancement initiatives. Strong background in team engagement, training, and process improvement to drive efficiency and productivity.

Overview

17
years of professional experience
3
years of post-secondary education
2
Certificates

Work History

TTEC India Customer Solution Private Limited

Team Leader
08.2023 - Current

Job overview

  • Led a team of 10–15 associates, ensuring process execution aligned with client SLAs and contractual obligations.
  • Managed KYC and OFAC compliance, fraud detection, and account takeover prevention to protect user data.
  • Conducted daily pre-/post-shift huddles, improving metric focus and reducing quality defects by 15% through targeted training.
  • Delivered performance dashboards to clients and upper management, driving data-informed decisions and process optimization.
  • Assigned workloads based on country-specific priorities and led root cause analysis on recurring issues, implementing corrective actions that improved operational efficiency and ensured service level compliance, resulting in a 10% improvement in First Contact Resolution and a 12% increase in CSAT.
  • Increased employee engagement and retention by 10% through recognition and development initiatives.
  • Coached underperformers, enhancing team capability and consistency.


TTEC India Customer Solution Private Limited

Lead Associate
10.2021 - 07.2023

Job overview

  • Managed a team of associates, overseeing performance metrics and quality assurance.
  • Conducted process training sessions to enhance team competency and compliance.
  • Monitored KPIs, identifying outliers and areas for improvement.
  • Worked closely with quality teams to enhance service delivery standards.
  • Supported client interactions and reporting, ensuring contractual SLAs were met.

Motif India Infotech Pvt Ltd

Process Specialist
05.2016 - 09.2021

Job overview

  • Worked as a process specialist at TTEC India Customer Solution Pvt. Ltd. (formerly Motif India Infotech Pvt. Ltd.) – Ahmedabad, India.
  • Served as an SME and provided 5+ value-added suggestions to improve processes, leading to a 15% reduction in operational inefficiencies.
  • Trained and mentored new hires, reducing ramp-up time by 20%.
  • Analyzed performance trends and implemented corrective actions for quality improvement.

Motif India Infotech Pvt Ltd

Sr. Customer Care Representative
05.2015 - 04.2016

Job overview

  • Provided comprehensive support to customers through chat and email, addressing inquiries, and resolving issues.
  • Efficiently managed high-volume interactions while maintaining service quality and responsiveness. Managed approximately 60-80 emails/chat per day.
  • Consistently exceeded key performance metrics, including resolution scores, average handling time (AHT), and transfer rates.
  • Surpassed expectations in first-contact resolution by leveraging in-depth knowledge of products and services.

Motif India Infotech Pvt Ltd

Customer Care Representative
04.2014 - 05.2015

Job overview

  • Reviewed and removed prohibited and counterfeit items in accordance with eBay policies.
  • Consistently maintained high cases per hour (CPH) while achieving exceptional accuracy over 95%.

Vanguard Business Processing India

Process Executive
08.2012 - 04.2014

Job overview

  • Managed title and mortgage processes, ensuring accuracy and compliance with legal standards. Handled 20-30 documents.
  • Reviewed and validated title and mortgage documents to ensure accuracy and compliance with U.S. regulations.

NetcomCommunications Pvt Ltd

Sr. Business Development Manger
05.2010 - 11.2011

Job overview

  • Netcom Communications Pvt Ltd (Associate of Vodafone)
  • Developed and executed marketing strategies to enhance brand visibility and customer engagement.
  • Conducted market research to identify trends and optimize marketing campaigns.
  • Increased customer engagement by 15% through targeted marketing campaigns.
  • Played a key role in a marketing initiative that boosted sales by 10%.

Netcom Communication

Project Coodinator
03.2008 - 05.2010

Job overview

  • Project Coordinator with experience in mobile tower operations, including radiation distance analysis to assess impact on nearby residences.
  • Managed and monitored software installation and upgrade on mobile tower servers, ensuring successful implementation and system performance.
  • Maintained accurate documentation of all projects, facilitating efficient audits and future reference.

Education

H.K. Commerce Collecge
Ahmedabad, India

Bachelor of Commerce
06.1998 - 06.2001

University Overview

Skills

Leadership & Team Management

Certification

Financial Crime Process and Technologies (Udemy)

Timeline

Team Leader
TTEC India Customer Solution Private Limited
08.2023 - Current
Lead Associate
TTEC India Customer Solution Private Limited
10.2021 - 07.2023
Process Specialist
Motif India Infotech Pvt Ltd
05.2016 - 09.2021
Sr. Customer Care Representative
Motif India Infotech Pvt Ltd
05.2015 - 04.2016
Customer Care Representative
Motif India Infotech Pvt Ltd
04.2014 - 05.2015
Process Executive
Vanguard Business Processing India
08.2012 - 04.2014
Sr. Business Development Manger
NetcomCommunications Pvt Ltd
05.2010 - 11.2011
Project Coodinator
Netcom Communication
03.2008 - 05.2010
H.K. Commerce Collecge
Bachelor of Commerce
06.1998 - 06.2001

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Suraj SharmaTeam Leader, Global Customer Protection Operation