BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
Team Leader Resume Sample, Experience : 4 years

Vasanti Gandham
E-mail :vasanti79 AT gmail.com

Career Objective :
Maximize my team leading experience in a challenging environment, guiding by example and utilizing vast experience in directing a team towards its objective within the deadlines and thus achieving the corporate goals.

Career Summary (4.5 Yrs)  :
** Superb supervisory and team-handling skills
** Expertise in providing and receiving coaching and feedback
** Good understanding of call center operations
** Proficient with MS Office suite and center technology
** Ability to review departmental processes and work flows with view of improving efficiency
** Ability to oversee, establish and document departmental procedures
** Ability to update database with accurate information in a timely manner
** Ability to assist in role playing with teammates to gain confidence and experience
** Exceptional leadership, management and motivational skill
** Expertise to manage and solve customers' complaints.
** Adept in handling team's personal and professional issues.

Roles & Responsibilities  :
** Inspired each and every team member to perform and produce their best.
** Determined the duties and responsibilities of individuals in a team.
** Analyzed the individual performance of each team member and motivated them to perform even better.
** Organized training workshops to improve the performance of the members who were lagging behind in terms of performance.
-Offered solutions to the top management regarding process-related queries.
** Managed delivery of customer and employee satisfaction and achieved scorecard and client goals.
** Adhered to corporate and client policies, procedures and guidelines.
** Interpreted and communicated corporate and business expectations to all team members.
** Monitored calls and metrics, provided feedback, coaching, and reporting on data.
** Provided feedback and documented accordingly including annual performance reviews.
** Monitored and provided feedback and coaching of team members per the quality standards.

Achievements  :
** Rated as Promising Employee and Strong Performer by the Organization.
** Promoted to level L1G2 from L1G1 based on [24]7 inc Annual Talent Review score for year 2012-2013.
** Winner for outstanding customer service performance award multiple times for [24]7 Inc.
** Winner for highest C-sat championship award in April 2013.
** Winner for top 10 performers award in [24]7inc in November 2012.
** Winner for higher number of sales in R&R in Convergys India Services Pvt.


Ltd.

Personal Qualities  :
** Ability to produce the best result in pressure situation.
** Team Player and Confident.
** Quick learner and target oriented.
** High energy, self motivated and independent.

Technical Skills and Proficiencies  :
** Well versed in working with computer applications such as Word, Excel, PowerPoint and Access.
** Internet Savvy.

Employer  :
** Working as Team Leader Operations with Intelenet Global Services from Oct 2015 - till date.
** Worked as Senior Customer Care Officer with Standard Chartered Scope International Pvt. Ltd from Jan 2015 to Oct 2015.
** Worked as Customer Care Officer-2 in Convergys India Services Pvt. Ltd from May 2014 - Dec 2014.
** Worked as Social Interactive Media Advisor in [24]7inc from Oct 2011- May 2014.

Academic/Professional Qualification  :
** Passed 10th and 12th from CG Board in Raipur, Chhattisgarh.
** Passed B.E(I.T) from Raipur Institute of Technology(Raipur), affiliated to CSVTU in 2010.

Extracurricular Activities  :
** Won Silver Medal for Best Discipline girl of school.
** Won prizes in Sports and Dance competitions.
** Annual celebration in school and College.

Personal Details  :
Fathers Name : G. Sudarshan Rao
Date of Birth : 26-06-1988
Language Known : English, Hindi and Telugu
Hobbies : Internet surfing, listen to music
Nationality : Indian

Declaration  :
I hereby declare that the details provided by me are correct to the best of my knowledge.

Date :
Place : Bangalore