Praveen P profile photo 1 on Tal

Praveen P

Team Leader | Performance Management | People Management | KPI, SLA & CSAT, FRC | Power BI | Operations Excellence | International Process | Voice & Non-Voice Process

Hyderabad

5+ years of work experience

VXI Global Solutions
Dec 20241 yr 1 moDec 2025

Hyderabad, Telangana, India

As a Team Lead in Customer Service Support, I am responsible for overseeing daily team operations and ensuring the highest standards of customer service delivery. I focus on motivating, mentoring, and empowering my team to achieve both individual and organizational goals while fostering a culture of excellence and accountability. What I bring to the table: Proven ability to lead and manage cross-functional teams effectively. Strong focus on achieving KPIs and team targets through strategic planning and performance coaching. Expertise in developing and implementing processes that drive operational efficiency and service quality. Skilled in coaching and training team members to enhance communication, product knowledge, and confidence. Experience in conducting performance reviews and implementing continuous improvement initiatives. Commitment to creating a positive, collaborative, and goal-driven work environment.
Sutherland Global Service Limited
Aug 20244 mosNov 2024

Kakkanad

Supervised daily operations for a 24/7 customer support team aligned with US time zones. Monitored attendance, punctuality, productivity, and quality of deliverables. Delivered regular coaching sessions and feedback to improve individual and team performance. Distributed process updates and ensured team compliance with SOPs. Generated operational reports covering ticket volumes, SLA performance, and CSAT trends. Coordinated with internal teams and stakeholders to resolve system and process issues.
Sutherland Global Service Limited
Jun 20222 yrs 3 mosAug 2024

Kochi, Kerala, India

Managed team performance and ensured consistent achievement of operational targets. Handled customer and client escalations with a 70% resolution rate. Coached and mentored new hires and underperforming agents to improve productivity. Identified process gaps and implemented performance improvement strategies. Maintained accurate documentation and CRM records.
Sutherland Global Service Limited
Jul 20202 yrsJun 2022

Kochi, Kerala, India

Resolved 45–50 customer inquiries daily with high quality and accuracy. Achieved 85% customer satisfaction and 90% quality scores.

Education

Bachelor of Commerce - BCom, Finance and Taxation

DON BOSCO VADUTHALA

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Headline

Team Leader | Performance Management | People Management | KPI, SLA & CSAT, FRC | Power BI | Operations Excellence | International Process | Voice & Non-Voice Process

About

Currently serving as a Customer Service Team Lead at VXI Global Solutions, bringing over five years of experience in customer service operations, people management, and process optimization. Expertise includes KPI and SLA optimization, team coaching, and conflict resolution, with a strong focus on fostering a culture of accountability and continuous improvement. Certified in Power BI, contributing to operational excellence through data-driven dashboards and actionable insights. Dedicated to collaborating with cross-functional teams to enhance service quality and operational efficiency while aligning team performance with organizational objectives.

Location

Hyderabad

Work experience

Customer Service Team Lead at VXI Global Solutions, Dec 2024 - Dec 2025 · 1 yr 1 mo, Hyderabad, Telangana, India, As a Team Lead in Customer Service Support, I am responsible for overseeing daily team operations and ensuring the highest standards of customer service delivery. I focus on motivating, mentoring, and empowering my team to achieve both individual and organizational goals while fostering a culture of excellence and accountability. What I bring to the table: Proven ability to lead and manage cross-functional teams effectively. Strong focus on achieving KPIs and team targets through strategic planning and performance coaching. Expertise in developing and implementing processes that drive operational efficiency and service quality. Skilled in coaching and training team members to enhance communication, product knowledge, and confidence. Experience in conducting performance reviews and implementing continuous improvement initiatives. Commitment to creating a positive, collaborative, and goal-driven work environment.

Acting Team Lead at Sutherland Global Service Limited, Aug 2024 - Nov 2024 · 4 mos, Kakkanad, Supervised daily operations for a 24/7 customer support team aligned with US time zones. Monitored attendance, punctuality, productivity, and quality of deliverables. Delivered regular coaching sessions and feedback to improve individual and team performance. Distributed process updates and ensured team compliance with SOPs. Generated operational reports covering ticket volumes, SLA performance, and CSAT trends. Coordinated with internal teams and stakeholders to resolve system and process issues.

Supervisor at Sutherland Global Service Limited, Jun 2022 - Aug 2024 · 2 yrs 3 mos, Kochi, Kerala, India, Managed team performance and ensured consistent achievement of operational targets. Handled customer and client escalations with a 70% resolution rate. Coached and mentored new hires and underperforming agents to improve productivity. Identified process gaps and implemented performance improvement strategies. Maintained accurate documentation and CRM records.

Customer Service Specialist at Sutherland Global Service Limited, Jul 2020 - Jun 2022 · 2 yrs, Kochi, Kerala, India, Resolved 45–50 customer inquiries daily with high quality and accuracy. Achieved 85% customer satisfaction and 90% quality scores.

Education

Bachelor of Commerce - BCom, Finance and Taxation, DON BOSCO VADUTHALA

Praveen P - Customer Service Team Lead in Hyderabad | Tal