Khan - Team Leader In A International BPO - Mumbai, MH, India

Nada Khan

Mumbai, MH, India

Services

Team Leader In A International BPO

Summary:

• Comprehensive knowledge of the techniques and processes of providing customer care services
• Possess exceptional analytical, logical and communication skills
• Ability to work effectively and efficiently in a call center team environment
• In-depth knowledge of voice-logging systems and tools
• Excellent team player with good leadership skills
• Ability to set goals and meet the mission statement and objective of the organization
• Possess exceptional management, organizational and administrative skills
• Managerial qualities – Time management, project leadership and team work.
• Independent and self-directed – Can work with minimum supervision

Work History

Team Leader (Operations)

Interface Technologies

From September 2013

Job Profile:
• Handling Voice & Admin Skills
• Preparing monthly Roster
• Call Monitoring & Feedback
• Conducting weekly Team Engagement Activities
• Conducting Training & Upskilling
• Managing SLA's
• Retention - Identifying Talent / Grooming / Recognition / Fun Activities / Delegation of Responsibilities.
• Conducting weekly call calibration with clients.
• Ensuring compliance of HR policies across the process.
• Conducting Process Updates & Briefings
• Co-ordination with Trainers for OJT for the new batches.

Senior Customer Service Executive

Hutchinson 3 Global Services

June 2010 - September 2013

presently called Tech Mahindra Business Services ( June 2010 - Sept 2013 )
Designation: Senior Customer Service Executive
Job Profile:
* Worked as a Customer care executive for the Billing, I-Phone CS Team.
* Also floor walked as per the process requirement.
* Team management (handled a team of six members).

Quality Analyst

Ventura India Pvt Ltd., presently called Capita

June 2006 - May 2010

• Have strong One year and three months experience as a Senior QA in the team.
• Able to create and manage QA activities.
• In-depth knowledge of quality control / assurance.
• Excellent in communication and presentation skill.
• Managed and organized all Quality Assurance (QA) and showed an upward trend in the Quality.
• Played key role in the creation of a proficient and efficient system for ensuring the quality of product i.e. formatting the Dashboard, TNI etc.
• Call monitoring and auditing the admin work.
• Exception / Dispute Handling.
• Active participation in the Call Calibrations.
• Sending the Weekly reports e.g.: Dashboard, TNI ( Training Need Identification)
• Conducting weekly call calibration with clients.
• Allotting teams to QA's for call monitoring.
• Generating & Analyzing Reports
• Conducting refresher training for bottom quartile performers
• Generating Sales Data.
• Ensuring compliance of HR policies across the process.
• Conducting Process Updates & Briefings
• Co-ordination with Trainers for OJT for the new batches.
• Cleared the Team Leaders Role training which is for a period of six months.

Customer Executive

Mphasis Pvt Ltd

April 2004 - May 2006

Process: USCC (United States CitiBanking Centre) & Abbey (Banking Process)

• Was excellent at Customer Service.
• Played the role of a Floor walker as and when required.

Senior Customer Executive

National Rail Enquiries

• Was a part of the Pilot Process for NRE (National Rail Enquiries).
• Floor walker for the process for a period of 6 months.
• Moved to bmi (airline process).
• Internal movement to DC - which is interacting with the Elite passengers.
• Star Alliance Reservations. Handling complaints and expectations of Elite & Frequent Flyers.
• Moved to the Ticketing Department. It is one of the most confidential and important departments.
• SME - Handling Administrative Functions (Process Specific).
• Moved to the Role of a Quality Analyst
• Moved to the Ticketing Department. It is one of the most confidential and important departments.
• Moved to the Role of a Quality Analyst

Qualifications & Certifications

M.com (Advanced Accounting and Taxation)

University of Pune

University of Pune

Indian School

Indian School

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