Sep 2025 – Mar 2026 · 6 mos · On-site

• Currently managing the backend operations for Airtel SR, leading a team of 80 advisors, with 4 Team Leaders, while closely coordinating with store teams to ensure seamless service delivery and enhanced customer experience. Responsible for driving key business metrics, including revenue targets, attrition control, and SLA adherence. Deliver detailed weekly and monthly performance analysis with insights across store-wise, circle-wise, and CRO/SM-wise productivity to support data-driven decision-making and improve overall operational efficiency. Focused on maintaining process excellence, strengthening cross-functional collaboration, and consistently achieving performance goals in a high-paced environment.

Jan 2024 – Aug 2025 · 1 yr 7 mos · On-site

• For CARS24 proces i managed CC operations for multiple buyer growth projects of India’s largest used car seller, covering lead generation, sales conversion, and post-sales customer service. Oversaw a total span of 150 team members, aligned under 8 Team Leads. Key responsibilities included business operations management, people management, client relationship management, manpower planning, productivity tracking, financial management, data and lead flow oversight, and dialer management. Designed and implemented various reports through WFM to monitor performance, ensure process hygiene, and track key metrics. Focused on optimizing team efficiency, maintaining high-quality customer experience, and supporting strategic business growth initiatives.

Jul 2023 – Dec 2023 · 5 mos · On-site

• As a Senior Team Leader at Aerial Telecom Solutions Pvt Ltd, I oversee the sales operations and performance of a team of 25 representatives, ensuring that they meet and exceed the targets and goals. I have been in this role since June 2023, after successfully leading a similar team at Fusion BPO Services for more than two years.
• I leverage these skills to create and implement effective sales strategies, analyze sales data and market trends, and optimize resources and operational efficiency. I also have strong leadership, communication, and problem-solving skills, which enable me to motivate, train, and support my team, foster positive relationships with customers and stakeholders, and resolve any issues or inquiries. I am committed to quality control and continuous improvement, as well as to delivering exceptional results and customer satisfaction.

Apr 2023 – Jun 2023 · 2 mos · On-site

• As a Senior Team Leader, I have some extra responsibilities as compared to a team leader which includes:-
• Team Management
• Sales Strategy Development
• Manpower planning
• Performance Monitoring
• Target Setting and Forecasting
• Training and Development
• Reporting and Analysis
• Process Improvement
• Tracking Billing Targets
• Helping other team leaders to achieve their KPIs.
• Received 15+ R&R awards for consistent performance and target achievement

Apr 2021 – Mar 2023 · 1 yr 11 mos · On-site

• Accomplished BPO sales team leader consistently exceeding sales targets, ranking among top performers for 15 continuous months. Strong leadership skills, motivating a team of 30 representatives to surpass goals and achieve exceptional results. Expertise in lead generation, cold calling, objection handling, and closing techniques. Analytical mindset leveraging sales data and market trends to drive effective strategies. Collaborative and customer-focused, fostering positive relationships and ensuring satisfaction. Adept at problem-solving, decision-making, and resolving inquiries.

Jan 2020 – Mar 2021 · 1 yr 2 mos · On-site

• To ensure customer satisfaction, practice active listening, and empathy, and provide clear information. Use a CRM system for efficient resolution. Convert new customers into loyal ones by offering exceptional service, building trust, personalizing experiences, and leveraging customer reviews. Consistency and attention to customer needs are key.

Aug 2018 – Oct 2019 · 1 yr 2 mos · Mohali district, India · On-site

• Successfully selling Tatasky channels, exceeding sales targets, by conducting detailed consultations, presenting customized packages, and addressing customer inquiries professionally. Accurate CRM records enabled efficient sales tracking.