Sushma Kumari
Dilshad Garden
Summary
Results-driven Senior Team Manager with proven ability to enhance productivity and efficiently manage tasks. Specialize in strategic planning, team leadership, and conflict resolution. Excel at communication, adaptability, and problem-solving to navigate complex challenges and drive team success. Prioritize collaboration and innovation to achieve organizational goals. Results-oriented professional with over 10 years in team management and client interaction. Skilled in developing strategic initiatives and coaching staff to exceed performance targets, fostering a culture of engagement and operational excellence.
Overview
20
20
years of professional experience
Work History
Sr. Team Manager/Deputy Manager
Concentrix
Gurgaon
09.2015 - Current
- Working for Microsoft – B2B (Office 365) - the most elite process of Concentrix, Gurgaon.
- Experienced professional with a proven track record in client interaction and management.
- Adept at building strong relationships, understanding client needs, and delivering tailored solutions to enhance client satisfaction and loyalty.
- Key Responsibility is to meet client SLAs with rigorous client interaction.
- Managed our high-value client, ensuring their needs were met and exceeded.
- Developed and implemented strategies to improve client satisfaction and retention.
- Conduct regular client meetings to understand their goals and challenges, providing tailored solutions.
- Proactively identified and resolved client issues, enhancing overall client experience.
- Utilized client feedback to continuously improve services and build stronger relationships.
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
- Skilled in ensuring excellent coordination across different organizational verticals to achieve seamless operations and client success.
- Selecting, training, developing and managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
- Attend business reviews with the client and create and maximize relationships with client partners.
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
- Meticulous about meetings standards and customer expectations, targets, and timelines.
- Recruitment - worked in close collaboration with the HR and Quality team to hire new talent for the program.
Team Leader
HCL Bserv
09.2009 - 08.2015
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.Worked for British Telecom (Billing & Enquiries) and Maruti Suzuki India Limited.
- Was also a part of the Recruitment Team and helped in recruiting the Right person for the right job.
- Took care of the MIS (Billing) for the complete span.
- Coordinated project timelines to ensure on-time completion of tasks and deliverables.
- Implemented process improvements to streamline workflows and increase efficiency.
- Trained new employees on company policies and operational procedures effectively.
- Offered training and support to keep team members motivated and working toward objectives.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
Fast Tracker (Team Leader)
HCL Bserv
10.2008 - 08.2009
- Was promoted as a Fast Tracker (Team Leader) in the Common Fast Tracker Development Program on 6th Oct 2008.
- Was ranked number 10th in the Selection procedure across Noida and Chennai.
- Worked with international processes like British Telecom and American Telephone & Telegraphs (AT&T)-Technical process (Voice & Chat).
- Have completed Yellow Belt and Green Belt training successfully (was a part of Green Belt Project).
- Had worked with the Quality Team of the process and helped in optimizing the error while processing the transaction.
- Was a part of two month rigorous training for the Fast Trackers (CFTDP).
TSO (Technical Support Associate)
HCL Bserv
05.2006 - 09.2008
- Worked in HCL- Bserv division (N5 centre) as TSO for British Telecom since May 2006 till Sep 2008.
- Have been selected on multiple occasions among many associates to be part of various pilot projects.
- Due to top performance, I have been selected to be part of four different higher Tier sub-processes that had been transitioned from the client end.
- Have consistently been amongst the top performers in my entire support desk (ranked number One in the performance stack in year 2008).
- Have been rated as exceeding all client/process KRAs in all my appraisals.
- Provided technical floor support on many occasions to new and tenured teams as and when required by the process.
- I have also undertaken various initiatives apart from my basic work and implemented them to perfection.
Education
Secondary school -
St. Francis School
Anpara, U.P.Sr. Secondary school -
Kendriya Vidyalaya
Jamnagar, GujaratB.sc (Hons.) - Computer Science
Shaheed Sukhdev College Of Business Studies
Delhi UniversitySkills
- C and Java
- Oracle database management
- HTML and XML
- Perl programming
- Client relationship management
- Performance monitoring and appraisal
- Succession and workforce planning
- Staff development and coaching
- Operational excellence strategies
- Decision making and influencing
- Employee engagement initiatives
- Strategic planning and execution
- Effective communication skills
- Problem solving techniques
- Recruitment coordination and support
- Employee scheduling optimization
- Conflict resolution strategies
- Analytical thinking and skills
- Computer proficiency
Training
- Functional, Six Sigma-Yellow Belt and Green Belt (DMAIC), Certified Yellow belt and trained Green belt. Project., Data Analysis and Data Interpretation (Calculations of different parameters required in Operations), COPC Awareness, PCMM Awareness (Was a part of PCMM drives initiative by HR), On-Trac training for International BPO’s., Advanced MS-Office, Business writing and communication
- Behavioral, Advanced Leadership Skills., Motivational Skills., Stress Management., Self-Awareness., Conflict Management Strategies.
Seminars Accreditations Memberships
- Part of core committee of LOGIC 2K3 (College Annual IT Fest.)
- Participated in different Events during College Fests.
- Was a part of College IT Seminar – Endeavour.
- Was a part of College Business Seminar – Drishtikon.
- Was a part of CII Summit on YI (Young India).
- Was a part of Seminar on Animation & Gaming organized by FICCI-Frames.
- ITAA- Certified transactional analyst.
- Was part of seminar on Ethical IT Security Fundamentals by Ankit Fadia.
Timeline
Sr. Team Manager/Deputy Manager
Concentrix
09.2015 - Current
Team Leader
HCL Bserv
09.2009 - 08.2015
Fast Tracker (Team Leader)
HCL Bserv
10.2008 - 08.2009
TSO (Technical Support Associate)
HCL Bserv
05.2006 - 09.2008
Secondary school -
St. Francis School
Sr. Secondary school -
Kendriya Vidyalaya
B.sc (Hons.) - Computer Science
Shaheed Sukhdev College Of Business Studies