Team Leader- Operations / Quality Analyst / Trainer/ Admin


A unique combination of Operations, Quality and Training roles simultaneously, strong track record of generating extraordinary performance in a competitive scenario.

Multi-skilled Quality/ Operations/ training leader, an MBA in Information Technolog

Work History

Team Leader

Serco Global Services

April 2009 - October 2013

• Managed a team of 20 advisors
• Consistently met the SLA’s (Quality- 98% and TAT 3 days)
• Active member of Client Calibration, UAT for launch of new applications
• Report generation using CMS, Verint and other client applications
• Managed Shrinkage and Rosters for the process
• Client Contact Group member that helped in updating Standard Operating Procedures (SOP)
• Three promotions in two years

Senior Customer Service Associate

IGATE Global Solutions Pvt. Ltd. - India Operations

September 2007 - July 2008

• Worked as Floor Walker, supporting new jonnies with product quarries
• Provided training to new hires on latest product updates
• Client Contact Group member that helped in updating Standard Operating Procedures (SOP)
• Coordinating between client and team members regarding updates and related quarries
• Managed First party Collection and Customer Care
• Winner of various Rewards and Recognition.

Senior Advisor

IBM Daksh Business Process Outsourcing Pvt. Ltd. - India Operations

November 2003 - March 2007

• Worked as Team Coordinator cum Line trainer.
• Product training given to two new hired batches for client (Sprint)
• Pioneered in Introduction, stabilization and growth of two new line of business (LOB) for client
• Small step project on “Enhancement of Team Quality and Productivity” for PACE certification”
• Top performer in PACE (Problem Analysis and Continuous Excellence) training and was recommended for Green Belt training

Qualifications & Certifications

Masters of Business Administartion

Maharishi Dayanand University

Masters of Arts - English

Kurukshetra University

Bachelor Of Arts

D.A.V Collage (Lahore) Ambala City

K.V.No 2, Ambala Cantt

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