Professional Summary:
Dynamic Team Leader with a proven track record of total work experience of 18 years at Tech Mahindra
Ltd. Specializing in quality improvement and mentoring. Expert in fostering professional relationships,
enhancing team performance through effective coaching, ensuring safety and compliance. Excelled in
recruitment building a top performing team, and streamlining work planning process.
Accomplishments:
Traveled to Waterford Ireland- 2019-2020
Managed on job training for 25 staff new hire to ensure successful transition to operations.
Managed a team of 20 bottom quartile staff to improve NPS with coaching's feedback and
trainings.
Managed a batch of 22 Staff of new hire process training.
Won best team Coach , Best team and best team leader on multiple oca
Skills:
Quality Improvement
Documentation And Reporting
Work Planning
Mentoring
Complaint resolution
Overtime Management
Team Supervision
Work history summary
Tech Mahindra Ltd. Mumbai - April 2007 - May 2024
Teram Leader 2017-2024
Complaints intercept Project 2022- 2024
Managed a team of 14 agents who would ensure that the calls chats or emails where a trigger word of
social media or senior management is used those customers are intercepted before they reach out to
social media or Senior management by taking full ownership by resolving the dispute. Also ensuring that
the complaint doesn’t reach the regulator- Key role in this was project to reduce complaints from
reaching senior management
Complaints on Job Training 2020-2022
Managed multiple batches of 20 agents with 2 mentors to ensure smooth transition to operations
through trainings, coaching’s and feedback.
Handling Complaints management team. 2017-2020
Drive on NPS, resolution, FCR, efficiencies and other supply KPIS. Driving teams to handling the entire
contact centre complaints end to end ensuring that compliance is met as per ombudsman guidelines.
Team coach. 2011-2017 (Teams Managed- First line, Collections Complaints.
Coaching through role-playing, one-on-one sessions, and collaborative action plans. Providing feedback
Regular, constructive feedback helps agents improve their performance and meet their goals. Improving
agent efficiency.
Customer relations Advisor 2006-2011 (Departments- Early life, I-phone, Premier High Value
customers)
Managed early life customers ensuring no churn in the 1st 14 days, Provided Priority service to
iphone customers ensuring to win the best network for 6 months on apple surveys and handled
all high value customers providing them end to end service including renewals, cancellations
collections and any disputes related to their account