Team Leader - Operation
Mphasis Pvt Ltd
Total years of experience :7 years, 8 Months
Currently working as Unit Manager in Mphasis Pvt Ltd.
Worked as Customer Service Executiveat HSBC Data Processing India Pvt Ltd.
EXPERIENCE & PROFESSIONAL DEVELOPMENT
Currently working as Unit Manager in Mphasis Pvt Ltd.
Worked as Customer Service Executiveat HSBC Data Processing India Pvt Ltd.
EXPERIENCE & PROFESSIONAL DEVELOPMENT
Organization: Mphasis Pvt Ltd.
Designation: Team Leader - Operation
Duration: October 2012 - May 2014
Description: Providing complete maintenance and support to new and existing Credit card customers.
Process Profile: Credit Card Maintenance.
1. Handling a team size of 25 members.
2. Provide training for new joiners and conduct refresher training for under- performers.
3. Handled recruitment for the process.
4. Responsible of planning, scheduling and conducting trainings on the matrices identified for the individual bottom quartile processors.
5. Responsible for continuously monitoring the performance of the processors post refresher training for a period of 3 months.
6. Manage staffing requirement based on forecast working in concurrence with the Human Resource and Work Force Management Team.
7. Handling Client escalations with at most criticality. Acknowledging, providing business required response with accuracy and on-time response.
8. Ensure that all inter-departmental issues are handled appropriately and resolved.
9. To ensure all departments reports is delivered on time
10. Solely responsible for handling entire department MIS reports and project co-ordination.
Currently working as Unit Manager in Mphasis Pvt Ltd.
Worked as Customer Service Executiveat HSBC Data Processing India Pvt Ltd.
EXPERIENCE & PROFESSIONAL DEVELOPMENT
Organization: Mphasis Pvt Ltd.
Currently working as Unit Manager in Mphasis Pvt Ltd.
Worked as Customer Service Executiveat HSBC Data Processing India Pvt Ltd.
EXPERIENCE & PROFESSIONAL DEVELOPMENT
Organization: Mphasis Pvt Ltd.
Organization: X-treme Business Solution.
Designation: Team Leader and HR - International.
Duration: October 2006 - April 2007
❖ Worked as Team Leader in a domestic call center handling a team of 12 members performing telesales.
❖ Profile involved achieving daily targets and sending consolidated reports to clients.
❖ Also handledthe recruitment division for the organization.
❖ Lateral move to HR-International.
❖ Conducting interstate interviews like Hyderabad, Mumbai and Bangalore.
❖ Organizing, Scheduling interview centers for Clients.
B.Com*Magadh University *2006
II PUC * Board of Secondary Education, Delhi *2003