Headline

Team leader at illusion Aligners

About

I’m a results-driven Team Lead with 6+ years of experience in customer service, sales operations, and telemarketing, including 4+ years in leadership roles. I specialize in building high-performing teams, optimizing processes, and driving revenue through data-backed strategies. Currently, I lead telemarketing operations at Illusion Aligners, where I manage end-to-end call operations, CRM systems (Zoho, Gallabox, Ozonetel), and performance tracking. I’ve successfully improved lead conversion, streamlined workflows, and enhanced customer experience through SOP optimization, quality audits, and continuous team coaching. My core strength lies in balancing people management with operational excellence — from reducing attrition and improving team productivity to maintaining high CSAT and NPS scores. 💡 Key strengths: Team Leadership & Performance Management Sales Conversion & Customer Experience CRM Implementation & Process Optimization SLA, CSAT & NPS Improvement Data Analysis, Dashboards & Reporting I enjoy working in fast-paced environments where I can solve problems, improve systems, and help teams grow consistently. 📩 Open to opportunities in operations, customer success, and team leadership roles.

Location

Mumbai

Work experience

Team Leader at Illusion Aligners, Dec 2024 - May 2026 · 1 yr 6 mos, Mumbai, Expertise Team Leadership • SOP & Process Design • CRM (Zoho, Gallabox) • Lead Management • Dashboard & Reporting (Excel, Google Sheets, Pivot Tables) • Data Analysis • Training & Quality Audits • Script & Content Creation • Cross-Team Coordination (Sales, Marketing, HR, Tech) • B2C Lead Generation

Team Lead at Unicorn Infosolutions Pvt Ltd, Jul 2022 - Dec 2024 · 2 yrs 6 mos

Customer Service Specialist at Unicorn Infosolutions Pvt Ltd, Sep 2021 - Jul 2022 · 11 mos

Customer Support Specialist at Athena BPO Pvt. Ltd, Sep 2019 - Sep 2021 · 2 yrs 1 mo, Mumbai, Maharashtra, India, Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction. Maintained a high conversion rate by effectively communicating product benefits and securing sales opportunities. Thorough understanding of products/services to effectively communicate features, benefits, and value propositions. Track record of converting customer interactions into successful sales transactions and achieving revenue target’s

Education

Bachelor of Management Studies, Marketing, University of Mumbai