Summary
Overview
Work History
Education
Skills
Timeline
Generic

VAISHALI

New Delhi

Summary

A people-oriented team leader is successful in monitoring performance, delegating work, and motivating members. experienced in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions. Hardworking employee with customer service, multitasking, and time management abilities. We are dedicated to giving every customer a positive and memorable experience.

Overview

5
5
years of professional experience

Work History

Team Leader-Operations

IGT solutions
Gurgaon
05.2023 - Current
  • Handling a team size of 20-25 members and tracking daily performance.
  • Managing shrinkage, attrition, schedule adherence, break adherence, quality, CSAT, managing client SLA, and KPIs.
  • Providing timely coaching to team members.
  • Conducting team meetings and briefings.
  • Managing and allocating tasks across all teams of operations.
  • Driving compliance through reports.
  • Planning, monitoring, analyzing, and troubleshooting operation frameworks.
  • Sharing feedback on a real-time basis to improve quality and CSAT scores.
  • Preparing reports and maintaining team's data.
  • Handling escalations and customer grievances.
  • Performed weekly audits to ensure there is no process gap.
  • Created training materials and conducted group trainings on new processes or procedures.
  • Ensured compliance with all safety regulations in the workplace.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Established clear expectations for employees, providing guidance when needed.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Managed conflict resolution within the team to maintain a positive work environment.
  • Collaborated with other departments to streamline processes and improve interdepartmental cooperation.

SME Member ( Subject Matter Expert )

Expedia Profile, IGT Solutions Pvt. Ltd.
11.2022 - 05.2023
  • Working as an SME Member for the Voice profile and monitoring and validating all the transactions passing by to avoid any agent error
  • Coaching and mentoring agents with the correct skillset as per client requirements by sharing product knowledge, loss prevention tips and being a Support SME.

Process Associate

Expedia Profile, IGT Solutions Pvt. Ltd.
04.2022 - 11.2022
  • Assisting the guests from all over the World having reservations with the major Travel firm i.e., Expedia
  • Worked on GDS like Amadeus and highly professional Airline tools like Farelogix.

Digital Marketing Executive

Digital Discom Private Limited
08.2021 - 03.2022
  • Generate lead for IT Solutions
  • Follow up with Clients.

Social Media Marketing Intern and Campus Ambassador

Mega Infusion
05.2021 - 08.2021

Digital Marketing Intern

Behind the Screen
06.2021 - 08.2021

Technical Supervisor

Sonar Appliances Private Limited
09.2019 - 08.2020

Education

Diploma In Digital Electronics -

Board of Technical Education

Bachelor's of Vocational Education -

Kasturba Institute of Technology, Guru Gobind Singh Indraprastha University

Skills

  • Team work
  • Leadership skills
  • People Management
  • Performance Improvement
  • SOP Adherence
  • Leading Team Meetings
  • Team motivation
  • Performance Evaluations
  • Problem-Solving
  • Team Supervision
  • Client Service
  • GDS - Amadeus
  • Farelogix - AA Sprk, LHG Sprk
  • Coaching and Mentoring
  • Customer Service - Call Handling
  • Communication skills
  • Service and Support
  • Punctual and Flexible
  • Strong Work Ethics
  • Great Attention to detail
  • Great Resolution Provider
  • Public Speaking
  • Self Motivating
  • Quality Improvement
  • Shift Scheduling
  • Teamwork and Collaboration
  • Client Support

Timeline

Team Leader-Operations

IGT solutions
05.2023 - Current

SME Member ( Subject Matter Expert )

Expedia Profile, IGT Solutions Pvt. Ltd.
11.2022 - 05.2023

Process Associate

Expedia Profile, IGT Solutions Pvt. Ltd.
04.2022 - 11.2022

Digital Marketing Executive

Digital Discom Private Limited
08.2021 - 03.2022

Digital Marketing Intern

Behind the Screen
06.2021 - 08.2021

Social Media Marketing Intern and Campus Ambassador

Mega Infusion
05.2021 - 08.2021

Technical Supervisor

Sonar Appliances Private Limited
09.2019 - 08.2020

Diploma In Digital Electronics -

Board of Technical Education

Bachelor's of Vocational Education -

Kasturba Institute of Technology, Guru Gobind Singh Indraprastha University

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