VYSAKH K V
Trivandrum
Summary
As a BPO Team Lead, I am a highly motivated and results-driven individual with a strong background in customer service and team management. I have a proven track record of effectively leading and motivating teams to achieve performance targets and deliver exceptional customer service.
Well-grounded senior team leader offering several years of hands-on experience in industry. Hardworking and reliable individual visualizes and plans actions to meet aggressive goals.
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
7
7
years of professional experience
Work History
Senior Team Leader
Hexaware Technologies Ltd
05.2024 - 06.2025
- Ensured compliance with company policies as well as local laws and regulations.
- Identified opportunities for process improvements to increase efficiency and effectiveness.
- Suggested and organized team building activities and rewarded accomplishments.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Allocated resources effectively to ensure project completion within deadlines and budget.
- Worked closely with human resources to support employee management and organizational planning.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Established policies and procedures for the entire team to adhere to.
- Created and implemented effective processes for handling customer inquiries or problems.
Team Leader
TECH MAHINDRA (INTERNATIONAL PROCESS)
06.2019 - 05.2024
- Offered training and support to keep team members motivated and working toward objectives.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Maintained positive working relationship with fellow staff and management.
- Championed the adoption of new technologies to improve team productivity and service delivery.
- Oversaw training and development programs to enhance team skills and knowledge.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Established clear team goals aligned with company objectives, tracking progress regularly.
Associate Customer support
AEGIS CUSTOMER SUPPORT SERVICES PVT LTD
01.2018 - 05.2019
- Handling BPO metrics and to drive customer satisfaction
- Appraising the team members against set goals & develop them to assume greater responsibilities
- Listening (barging) the agents call and giving feedbacks to regular agents to understand the product knowledge and quality of the agents.
- Regular feedbacks were given to the weaker agents along with the QA ant the Trainers to the performance of the agents
- To mould all of my team members and bring out 100% productivity to contribute well to Service Level
- Reporting to Sr Manager-Operations on given responsibilities
- Involved in preparing MIS report for the client to check the number of complaint registered and closed on Daily/Monthly basis
Education
ELECTRICAL AND ELECTRONICS ENGG -
NSS Polytechnic Pandalam
Pathanamthitta01.2014
10TH -
MBHSS
Kaniyapuram, TrivandrumPLUS-2 - HUMANITIES
MVHSS
Karyavattam, TrivandrumPersonal Information
Date of Birth: 06/17/96
Languages
- MALAYALAM
- ENGLISH
- Hindi
- Tamil
Skills - System Knowledge
- MS OFFICE
- MS EXCEL
- V LOOKUP
- PIVOT
Roles And Responsibilities
- Handling BPO metrics and to drive customer satisfaction
- Appraising the team members against set goals & develop them to assume greater responsibilities
- Listening (barging) the agents call and giving feedbacks to regular agents to understand the product knowledge and quality of the agents.
- Regular feedbacks were given to the weaker agents along with the QA and the Trainers to the performance of the agents
- To mould all of my team members and bring out 100% productivity to contribute well to Service Level
- Reporting to Sr Manager-Operations on given responsibilities
- Involved in preparing MIS report for the client to check the number of complaint registered and closed on Daily/Monthly basis
Languages
Malayalam
First Language
English
Upper Intermediate
B2
Hindi
Elementary
A2
Tamil
Intermediate
B1
Timeline
Senior Team Leader
Hexaware Technologies Ltd
05.2024 - 06.2025
Team Leader
TECH MAHINDRA (INTERNATIONAL PROCESS)
06.2019 - 05.2024
Associate Customer support
AEGIS CUSTOMER SUPPORT SERVICES PVT LTD
01.2018 - 05.2019
ELECTRICAL AND ELECTRONICS ENGG -
NSS Polytechnic Pandalam
10TH -
MBHSS
PLUS-2 - HUMANITIES
MVHSS