BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
BPO Operations Team Leader Resume Sample, Experience : 5 years

Resume :

Date of Birth : 19-07-1978

Professional Synopsis :
** Over 5 years of extensive experience in knowledge maintenance, training & mentoring of new team members, client management, doing quality check for the entire team
** Self-motivated, team player and organised to keep pace with the fast changing environment
** Currently designated as Team Leader (Operations) at MSS BPO Solutions, Pvt. Ltd, Lucknow
** Expertise in Managing teams, Process Training, interacting with clients from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective.
** Honor of receiving various awards & recognitions based on Commendable Performance.
** Top Team Leader in Ranking in SPANCO in OCT & NOV. ( 2nd in SPANCO)

Organizational Experience :
Operations Management :
Tech Mahindra ( Noida A-6 Sector 64 )
** 24 Dec 2008 – 3 May 2011 : Senior Process Associate (Quality Analyst)
MSS BPO Solutions Pvt. Ltd. ( Gomti Nagar Lucknow )
** 17 May 2011 – 14 August 2012 : As a Team Leader Operations
SPANCO BPO ( Gurgaon Location )
** 10September 2012 – 30 December 2012 : As a Team Leader Operations in IDEA Haryana Process

Tech Mahindra  :
Worked with TECH MAHINDRA as Sr. Customer Support Associate/ Sr. Quality Associate from 24 Dec 2008 to 3 May 2011.Worked in the web based process- BELL CANADA, the job profile includes-
Prime job is to create the field work for the Engineers for BELL CANADA by working in their tools IPAIRS AND BICRIS. The job calls for maintaining a high degree of Quality standards and 100% accuracy in the process, as slated by the client.

MSS BPO SOLUTIONS PVT LTD :
MSS Bpo Solutions Private Limited is a l business process outsourcing company. Company offer a wide range of outsourcing and business solutions.


Company success depends on the delivery of many critical, time-sensitive services to our clients. You will experience your requirements being met on time, within budget and with high quality; greater efficiency and responsiveness to your business.

SPANCO BPO :
Leading Bpo Company in Domestic Processes Like Idea, Aircel , Reliance, Max ect. I was in Idea Haryana Process, During those days my focus area is Quality of Team, Attrition and Shrinkage of my Team. I was 2nd rank holder Team Leader ( in rating according to performance ) in whole Spanco in all the processes.

Roles and Responsibilities :
** Preparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics
** Have been promoting knowledge sharing through the organization's operational business processes and systems
** Have been compiling content usage reports related to the knowledge portal

Achievements :
** Got 14 times Client Incentive ( which is only given to the top performer on the floor).
** 6 Quarterly Appreciation awards from client side
** Provide training for new team members
** Looking Quality work from last 6 Months in Tech Mahindra
** Top Team Leader in Ranking in SPANCO in Sept to Dec. ( 2nd in SPANCO)

Workshops attended :
** Interpersonal Skills
** Conference Call Essentials
** Time Management
** Conflict Management
** Presentation Skills
** Business Etiquettes
** Effective Business Communications

Academic Credentials :
** BSc :Completed Bsc from CSJM university
** Intermediate :Done 12th with 50% from U.P. Board
** High School :Done 10th with 58% from U.P. Board.

Languages Known :English and Hindi
Nationality :Indian

DATE :