Headline

Team leader at Concentrix

About

I led and mentored a team of 17 to 25 associates. We consistently achieved over 95% in Service Level (SL) performance while meeting operational KPIs.I increased team productivity by 20% through structured coaching, performance reviews, and targeted training.I effectively managed customer escalations. This helped reduce repeat complaints and improved overall customer satisfaction scores (CSAT).I drove upselling efforts by coaching team members on sales techniques. This increased revenue and improved conversion rates.I made improvements that reduced Average Handling Time (AHT) while maintaining high service quality.I conducted daily performance monitoring, held feedback sessions, and created action plans to enhance individual and team performance.I maintained high team morale and engagement. This led to better retention and consistent achievement of KPIs.I worked with management and other teams to ensure we met SLA requirements, maintained quality, and improved operational efficiency

Location

Bengaluru

Work experience

Team Lead at Concentrix, Feb 2024 - Present · 2 yrs 3 mos, I am a dynamic Technical Support Team Leader who blends operational precision with revenue-focused leadership. I guide and coach my team to tackle technical challenges effectively, consistently exceeding KPIs like first-call resolution and customer satisfaction—while also strategically driving upsell and revenue opportunities. My leadership fosters a culture of efficiency, growth, and exceptional service.

Subject Matter Expert at Concentrix, Sep 2022 - Feb 2024 · 1 yr 6 mos, Technical Support – Adobe Process Provided technical assistance to customers for Adobe product installation, configuration, and troubleshooting application crashes. Handled escalated supervisor calls, ensuring quick resolution and enhanced customer satisfaction. Collaborated with teams to identify process gaps and suggested improvements for smoother operations. Conducted knowledge-sharing sessions to upskill team members and enhance product expertise. Monitored and ensured team KPIs (AHT, CSAT, Quality, and Resolution Rate) were consistently achieved. Actively participated in process implementation and continuous improvement initiatives to drive efficiency.

Technical Support Specialist at Concentrix, Nov 2020 - Sep 2022 · 1 yr 11 mos

Customer Service Representative at Silvermine Group, Jan 2020 - Aug 2020 · 8 mos

Business Operations Analyst at UnitedHealth Group, Jun 2019 - Nov 2019 · 6 mos

Education

Master of Computer Applications - MCA, Computer Science, Lovely Professional University

BCA, Computer Science, Bharathiar University