Summary
Overview
Work History
Education
Skills
Timeline
Generic
Yeshwini Shetty

Yeshwini Shetty

Senior Team Leader
Navi Mumbai

Summary

Has always been one of my most dedicatedly working peers! Her never say never outlook to work makes her best a what she does.


Is a team manager who handles clients from varied domains, many of whom demand international standards and manages to deliver. She manages her time effectively enough to keep a close check on everything to do with her team and yet work at maintaining productivity levels successfully.


Ability to multitask and ensure the same level of consistency is excellent. Taking on new responsibilities and delivering on time , while managing several clients is her strong point



Overview

19
19
years of professional experience

Work History

Senior Team Leader

Altius Customer Services Pvt. Ltd.
08.2023 - Current
  • Conducted team member meetings and updated members on best practices and continuing expectations.
  • Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
  • Discovered training needs and provided coaching.
  • Set clear team goals and delegated tasks and set deadlines.
  • Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.

Assistant Administrator

Project Management Institute Free Lance
06.2020 - 08.2023
  • Managed a volunteer group of 80+ volunteers from India, Sri Lanka and Bangladesh called PMI South Asia Champions.
  • Handled sensitive information discreetly, maintaining confidentiality of personal data and proprietary business documents.
  • Performed routine clerical tasks by scanning, filing, and copying documents.
  • Managed daily schedules, meetings for volunteers, ensuring timely attendance and optimal productivity.
  • Contributed to a positive work environment by effectively addressing volunteer concerns and fostering open communication channels among them.
  • Evaluated correspondence, contracts and other business documentation for accuracy.
  • Proactively identified areas for improvement in administrative processes, proposing innovative solutions that streamlined operations without sacrificing quality.
  • Assisted with volunteer onboarding process, providing new interested volunteers with necessary resources for success in their roles.

Team Leader

Altius Customer Services Pvt. Ltd.
04.2019 - 06.2020
  • Oversee day-to-day service center activities to assure service and performance objects are achieved for all lines of business
  • Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
  • Ensure all campaigns are appropriately staffed, and make necessary adjustments to meet call volume demands
  • Supervise staff for quality review, performance feedback, disciplinary issues and merit/bonus appraisal review
  • Provide correct and appropriate responses/information to service representatives, members and providers
  • Facilitate timely resolution of member and provider issues
  • Ensure that service representatives are available to respond to incoming calls in existing lines of business and make calls to customers on current lines.
  • Coordinate incoming information and disseminate to staff to ensure accuracy of communication to internal and external customers
  • Create, review, revise and enforce company and departmental policies and procedures
  • Deliver the allocated part of the operation within agreed budgets, service levels and business targets
  • Escalate any appropriate problems to senior management
  • Support the Senior Manager to highlight operational risks and areas for improvement

Team Leader

Altius Customer Services Pvt. Ltd.
12.2014 - 03.2018
  • Provide any training that team members need
  • Communicate clear instructions to team members
  • Listen to team members' feedback
  • Monitor team members calls to ensure the training they were provided with is being put into use, and also to see if any additional training is needed
  • Manage the flow of day-to-day operations
  • Create reports to update the company on the team's progress
  • Distribute reports to the appropriate personnel
  • Develop a strategy the team will use to reach its goal

Quality Analyst

Altius Customer Services Pvt. Ltd.
08.2010 - 11.2014
  • Maintain the Quality of the handled process as per the
    given parameters
  • Ensure appropriate & effective resolution has been made to the issues raised
  • To audit the number of calls given by the client on a daily basis
  • Record feedback and To let the Customer service representative know about his/hers areas of improvements.
  • To check whether the CSR has incorporated knowledge and competence and the customer was able to comprehend to what the CSR was talking about
  • To check if the CSR has used the right telephone etiquette, and followed appropriate hold procedures and has a given a proper resolution for the customers request.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Customer Service Associate

Altius Customer Services Pvt. Ltd.
01.2006 - 07.2010
  • Worked in US, UK and Australian processes as a Customer Service Associate and in verification department.
  • Answer calls professionally
  • Provide information about products and services
  • Attract potential customers by answering product and service questions; suggesting information about other products and services.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.

Education

Bachelor of Commerce - Finance And Accounting

Pillai's Institute of Commerce
Panvel, India
04.2001 -

HSC - Accounts

Bharati Vidyapeeth Junior College
Belapur
04.2001 -

SSC -

St Josephs High School
Kalamboli, India
04.2001 -

Skills

Strategic planning

Timeline

Senior Team Leader

Altius Customer Services Pvt. Ltd.
08.2023 - Current

Assistant Administrator

Project Management Institute Free Lance
06.2020 - 08.2023

Team Leader

Altius Customer Services Pvt. Ltd.
04.2019 - 06.2020

Team Leader

Altius Customer Services Pvt. Ltd.
12.2014 - 03.2018

Quality Analyst

Altius Customer Services Pvt. Ltd.
08.2010 - 11.2014

Customer Service Associate

Altius Customer Services Pvt. Ltd.
01.2006 - 07.2010

Bachelor of Commerce - Finance And Accounting

Pillai's Institute of Commerce
04.2001 -

HSC - Accounts

Bharati Vidyapeeth Junior College
04.2001 -

SSC -

St Josephs High School
04.2001 -

Similar Profiles

CREATE PROFILE
Yeshwini ShettySenior Team Leader