Yohan Nicholas Fernandes
pune
Summary
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
6
6
years of professional experience
1
1
Certification
Work History
Team Leader
Callin24o7 pvt ltd
pune
08.2024 - Current
- Led team meetings to discuss daily operations and address challenges.
- Trained new employees on company policies and customer service standards.
- Monitored performance metrics to identify areas for improvement.
- Resolved customer inquiries and escalated issues to management as needed.
- Maintained communication with upper management regarding team progress and concerns.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Process Trainer/Team Leader
Capatus Pvt Ltd
Navi Mumbai
11.2019 - 01.2024
- Conducted training sessions on company policies and standard operating procedures.
- Evaluated trainee performance through assessments and provided constructive feedback.
- Collaborated with team leaders to identify training needs across departments.
- Coordinated with management teams across multiple locations to ensure consistency in process implementation.
- Developed strong relationships with clients through effective communication and follow-ups.
- Utilized CRM software to track customer interactions and manage sales pipeline effectively.
- Assisted in training new sales representatives on company products and sales techniques.
- Resolved customer inquiries and complaints to ensure satisfaction and retention.
- Generated new sales leads through cold calling and networking activities.
Education
B.Com - Accounting And Finance
Sabri Bai Phule
Pune07-2018
Skills
- Process improvement
- Team training
- Quality monitoring
- Performance evaluation
- Customer service
- Team collaboration
- Effective communication
- Problem solving
- Goal alignment
- Leadership
- Evaluating employee work
- Verbal and written communication
- Technical support
- Client communication
- Team motivation
- Coaching
- Analytical thinking
- Staff education and training
- Performance improvement
Certification
- Certificate of Excellence (Exemplary Performance in Best Team Leader for the month of July 2025)
- Certificate of Outstanding Performance (TL with Highest number of logins for the month of Nov
Accomplishments
Awards for outstanding performance, with the highest login and issuance for Quarter 1
Awards for outstanding performance with the highest login and issuance for Quarter 2
Languages
English
First Language
Hindi
Beginner
A1
Timeline
Team Leader
Callin24o7 pvt ltd
08.2024 - Current
Process Trainer/Team Leader
Capatus Pvt Ltd
11.2019 - 01.2024
B.Com - Accounting And Finance
Sabri Bai Phule