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

Resume :
Name : Viswanath Dharmalingam
Date of Birth : 05-10-1985
E-Mail Id : vguru986 AT gmail.com
Contact Number : 7338941950 / 9566235068

Professional Synopsis :
** Over 5 years of extensive experience in monitoring new team members, client management.
** Self-motivated team player and organized to keep pace with the fast changing environment.
** Expertise in managing teams, interacting with clients from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective.

Organizational Experiences :
Operations Management :
Firstsource Solutions (Chennai) :
16th May 2011 – March 2014 as Customer support associate – Axis bank retail banking)
 1st April 2014 – July 2015 as Team Leader Operations – Axis bank retail banking)

Hexaware BPS (Chennai) :
21st August 2015 – 27th December 2016 as Team Leader Operations - Aircel Postpaid

Roles & Responsibility :
Firstsource Solutions :
Working with Firstsource as customer support associate for axis banking retail banking inbound voice process. Handling customers call to provide account related information’s such as account balance, transaction details, cheque deposit status and internet banking queries. Taking complaints for unresolved queries and keep informed to team leads to track.

Working with Firstsource as Team leader to handling a 15 member team to monitor and motivate them to achieve all the KPI’s set by the clients.


Regularly conducting a weekly meeting with the team members to monitor their performances in terms of AHT, Quality, and OTA. Attending weekly reviews with the manager about the individual team performances and having discussion about the floor activities.

Hexaware BPS :
** Working with Hexaware BPS as team leader for Aircel Postpaid inbound process. Handling 20 members to monitor and motivating them to answer Aircel postpaid privilege customers within the call handling time and make sure all the quality parameters has been followed. Conducting one on one session with the individual team members to discuss about the performances on the KPI’s set by the process lead.
** Refresher training will be given to the bottom performers on the team to improve their performances on lacking areas and make sure to achieve all the KPI’s by the associate at the end of the week.
** Attending weekly review with the process lead to discuss about the team performances and individual performance of the team member. Attending escalation calls which senior associate could not handle. Sending escalation mails which associate sharing on the complaint tool to avoid unnecessary escalations from the customers.

Achievements :
Retention warrior for the Month of May, July & November 2016

Academic Credentials :
 B.Sc Botany from Bharathidasan University
M.Sc Information Technology from Bharathidasan University

Language Known : Tamil & English
Nationality : Indian

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