Dynamic and results-driven professional with extensive experience in Customer service operations, serving as a Subject Matter Expert (SME) and acting team manager. Proven ability to deliver exceptional customer experiences, resolve complex issues, and lead teams to achieve performance goals. Skilled in process optimization, team training, and escalation management, with a strong focus on quality, efficiency, and customer satisfaction. Adept at collaborating across departments to implement best practices and drive continuous improvement
Overview
13
13
years of professional experience
Work History
Subject Matter Expert & acting team manager
BT Group - British Telecom
07.2022 - 02.2026
Act as the first escalation point for customer or internal issues.
Responsibility to coach team members on process and procedures of our product and ensure compliance targets are met for my team
Handle query raised by team and provided solution
Ensure that I will meet all people management related targets – Conversion, validation, complaint compliance
Meet all sales KPI targets for the team.
Drive process improvements with respect to quality and productivity
Positive working environment & motivate team
Share process updates & conduct team session
Trained glide batches
Conducting quality check on the risk analysis done by peers.
Maintaining the allocation tracker & KPI's which includes the key parameter of the process like accuracy &TAT
Multinational telecommunications holding company headquartered in London, United Kingdom
Team Manager’s deliverables
Lead and manage a team of customer service representatives to achieve performance targets and maintain high service standards.
Monitor team KPIs, provide coaching and feedback to improve productivity and quality.
Strong analytical and problem-solving skills
Collaborate with cross-functional teams to streamline processes and enhance customer experience.
Conduct regular team meetings, performance reviews, and training sessions.
Prepared and presented operational performance reports to senior management.
Led incident management and escalation handling, ensuring timely resolution of critical service issues
Mentored junior staff, fostering skill development and career growth
Associate
BT Group - British Telecom
01.2019 - 01.2022
Worked as Floor Support for 6 months
Coach new hires on various work types
Handling all the billing related queries over the chat and email.
Set-up and amend direct debit for details for customers.
Helping customers to make a promise to pay.
Direct seller for Apple products and negotiate the deals for customers
Take payments through all the available payment modes.
Process all types of discounts and apply credit to the customer’s
Taking care of EE online accounts for technical related queries.
Ensures that complaint documentation meets good documentation practices as well
Multinational telecommunications holding company headquartered in London, United Kingdom
EXL Services (P) Ltd
01.2013 - 01.2017
Interaction with the customers via calls to handle customer inquiries, problems, complaints to ensure 100% customer satisfaction.
Providing 1'level of support to end user with business applications
Respond to phone calls professionally and courteously
Respond to customer inquiries, requests and resolve them with significant solution.
Provide information about current and upcoming products and services to the customers
Receive customer orders on phone and transfer to the appropriate departments, if required
Follow-up with the customer inquiries and requests
Validating billing & payment related issues with appropriate closure of the request
Formulating and completing call logs and reports for the entire team
Acts as a coach for new joiners within the team
Automation & BPO Services, Noida
Education
MA - English
Subharti University
Bachelor's - arts (P)
University of Delhi
Class XII - undefined
CBSE Board
Delhi
Class X - undefined
CBSE Board
Delhi
Skills
Telecom Operations & Service Assurance
Network Monitoring & Incident Management
Team Leadership & People Management
Process Optimization & Continuous Improvement
Stakeholder Communication & Escalation Handling
Timeline
Subject Matter Expert & acting team manager
BT Group - British Telecom
07.2022 - 02.2026
Associate
BT Group - British Telecom
01.2019 - 01.2022
EXL Services (P) Ltd
01.2013 - 01.2017
Bachelor's - arts (P)
University of Delhi
Class XII - undefined
CBSE Board
Class X - undefined
CBSE Board
MA - English
Subharti University
Training
Earned rewards & recognitions by British gas in every quarter at EXL 2013-2014
Attended service excellence program in 2013 also cleared Utilities academy Level I with 92%
Recognized with certificate of appreciation as the consistent performer in Quarter 3-4 by British Gas EXL
Customer Service Excellence
Leadership & People Management Training
Process Improvement & Quality Assurance Workshop
PERSONAL DETAILS
Nationality: Indian
Marital Status: Unmarried
Language Known: Hindi, English
Strengths: Patience, Keen in learning new things, good Interpersonal Skills
<ul><li>- Working in Collaboration with the Central Quality team in the development of Quantitative checklists for Aggregate reports.</li><li>- Performing QR of Safety reports i.e, PADER, DSUR, PBRER and DSURs.</li><li>- Managing QR Team for Safety reports and acting as a training lead for Safety Writing Team.</li><li>- Prepared and Performed QC of the trackers for RSI project.</li><li>- Performed Quality review of cases in Argus database for VOQR project. Created error-free reports and other outputs according to tightly defined specifications to ensure timely reporting of assigned job to program management.</li><li>- Participating in weekly meetings on a regular basis to understand the client's requirement for a particular program and ensure that the team meets or exceeds the targets in terms of quality, quantity within the scope of time constraints</li><li>- Responsible for reviewing the SOPs, job aids as per program specific requirements.</li><li>- Acting as a subject matter expert and helping the team members with day-to-day trouble shooting activities.</li><li>- Signal detection and risk management plan authoring or other assigned PV related activities for client's product(s), per the regulations and SOPs when required.</li><li>- Exhibiting a growing awareness of program strategy and thinking capability alongside independence.</li><li>- Reviewing and providing solutions for issues relating to program delivery or escalating appropriately to the Team Lead / Program Lead as required.</li><li>- Providing standards for gathering information for use in trend analysis.</li><li>- Involved in people development in partnership with PDG leads.</li><li>- Ensuring that all training (internal training and client training) are successfully completed in a timely manner.</li></ul> at Syneos Health<ul><li>- Working in Collaboration with the Central Quality team in the development of Quantitative checklists for Aggregate reports.</li><li>- Performing QR of Safety reports i.e, PADER, DSUR, PBRER and DSURs.</li><li>- Managing QR Team for Safety reports and acting as a training lead for Safety Writing Team.</li><li>- Prepared and Performed QC of the trackers for RSI project.</li><li>- Performed Quality review of cases in Argus database for VOQR project. Created error-free reports and other outputs according to tightly defined specifications to ensure timely reporting of assigned job to program management.</li><li>- Participating in weekly meetings on a regular basis to understand the client's requirement for a particular program and ensure that the team meets or exceeds the targets in terms of quality, quantity within the scope of time constraints</li><li>- Responsible for reviewing the SOPs, job aids as per program specific requirements.</li><li>- Acting as a subject matter expert and helping the team members with day-to-day trouble shooting activities.</li><li>- Signal detection and risk management plan authoring or other assigned PV related activities for client's product(s), per the regulations and SOPs when required.</li><li>- Exhibiting a growing awareness of program strategy and thinking capability alongside independence.</li><li>- Reviewing and providing solutions for issues relating to program delivery or escalating appropriately to the Team Lead / Program Lead as required.</li><li>- Providing standards for gathering information for use in trend analysis.</li><li>- Involved in people development in partnership with PDG leads.</li><li>- Ensuring that all training (internal training and client training) are successfully completed in a timely manner.</li></ul> at Syneos Health
Senior Subject Matter Expert / Acting Team Lead - Operations Support at AmazonSenior Subject Matter Expert / Acting Team Lead - Operations Support at Amazon
<ul>
<li>Operational Support - Serving as a trusted vault custodian to assist in branch operational support, such as opening, closing, balancing ATMs, cash management, branch differences, ATM claims, and assisting team leaders. Currently acting as the Workforce Management Liaison in the branch to produce schedules for the team.</li>
<li>Mentoring - Assists in mentoring and coaching new and tenured team members in developing the necessary skills for the demands of NFCU's enterprise strategy. Current mentee to one tenured MSR and one untenured. Contributed to the training of five ATM/vault custodians.</li>
<li>Trusted Partner - Meeting branch digital targets for new and existing members by assisting and educating members to leverage the benefits of ATM usage, digital products, and services penetration. Consistent top OneView user.</li>
<li>Currently serving as a Quality Assurance Champion, working with branch leaders to help maintain focus on quality assurance as a critical and central aspect of each team member’s day-to-day function. Assists in quarterly quality control checks, and weekly internal audits.</li>
<li>Change Agent - Subject Matter Expert for the Coconut Pilot. Currently participating in pilots for MORE and Business Solutions to provide critical feedback to help improve process and member experience.</li>
<li>Member-centric universal MSR who consistently receives high marks and positive comments from BES.</li>
</ul> at NFCU, Avenues Jacksonville, AVW<ul>
<li>Operational Support - Serving as a trusted vault custodian to assist in branch operational support, such as opening, closing, balancing ATMs, cash management, branch differences, ATM claims, and assisting team leaders. Currently acting as the Workforce Management Liaison in the branch to produce schedules for the team.</li>
<li>Mentoring - Assists in mentoring and coaching new and tenured team members in developing the necessary skills for the demands of NFCU's enterprise strategy. Current mentee to one tenured MSR and one untenured. Contributed to the training of five ATM/vault custodians.</li>
<li>Trusted Partner - Meeting branch digital targets for new and existing members by assisting and educating members to leverage the benefits of ATM usage, digital products, and services penetration. Consistent top OneView user.</li>
<li>Currently serving as a Quality Assurance Champion, working with branch leaders to help maintain focus on quality assurance as a critical and central aspect of each team member’s day-to-day function. Assists in quarterly quality control checks, and weekly internal audits.</li>
<li>Change Agent - Subject Matter Expert for the Coconut Pilot. Currently participating in pilots for MORE and Business Solutions to provide critical feedback to help improve process and member experience.</li>
<li>Member-centric universal MSR who consistently receives high marks and positive comments from BES.</li>
</ul> at NFCU, Avenues Jacksonville, AVW
Subject Matter Expert | Acting Team Leader at Concentrix Daksh Services India Pvt. Ltd.Subject Matter Expert | Acting Team Leader at Concentrix Daksh Services India Pvt. Ltd.