Mar 2024 – Present · 2 yrs 2 mos · Pune, Maharashtra, India · Remote

• I manage a team of 25-35 associates. I am responsible for providing them with the training, coaching, and support they need to provide excellent customer service. I also track their performance and provide them with feedback to help them improve. I am consistently meeting SLA requirements, and I have been recognized for my leadership and performance.
• In addition to my regular duties, I have also taken on several special projects, including:
• 1. Pay defect control for pan India audience: I have developed and implemented a reporting process for identifying and correcting pay defects. This reporting process has helped to ensure that all employees are paid accurately.
• 2. POC of pending leaves reporting for pan India: I have developed and implemented a process for reporting pending leaves. This process has helped to improve the visibility of pending leaves and has made it easier for managers to track and manage team shrinkage.
• 3. POC of employee retention team: I am the point of contact for the employee retention team. This team is responsible for developing and implementing strategies to retain employees. I have been able to successfully work with the team to develop and implement a number of initiatives that resulted in a significant improvement in employee retention rates.

Jun 2022 – Feb 2024 · 1 yr 8 mos · Pune, Maharashtra, India · Remote

• I was responsible for providing resource assistance, maintaining performance standards, and helping each associate provide great customer service. I was able to achieve these goals by: =
• 1. Providing regular training and coaching to my team members.
• 2. Monitoring performance and providing feedback.
• 3. Motivating and inspiring my team members.
• After some time, the company changed its structure, and I was responsible for network level resource assistance and performance. In this role, I was responsible for providing resource assistance and performance support to all customer service associates on network level. I was able to achieve these goals by: =
• 1. Collaborating with other team leaders.
• 2. Using data and analytics to drive decision-making.
• 3. Communicating effectively with stakeholders.
• I am confident that my experience as a team leader has prepared me for a more senior role. I am a skilled and experienced leader with a proven track record of success.

Sep 2020 – Jun 2022 · 1 yr 9 mos · Pune, Maharashtra, India · Remote