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About Candidate
Results-driven Team Leader with a strong background in service delivery, people management, and operational excellence across diverse industries. Skilled in managing attrition and shrinkage while consistently surpassing client expectations and service standards. Proficient in using MIS reporting and data analysis to support strategic decisions and boost performance outcomes. Experienced in building and nurturing client relationships, ensuring SLA compliance, and driving process improvements. Recognized for mentoring high-performing teams and fostering a culture of accountability, collaboration, and growth.
Location
Education
Major in Accountancy
Work & Experience
• Spearhead service delivery operations, ensuring smooth execution and consistently exceeding client expectations. • Lead and mentor team members, fostering a culture of excellence, collaboration, and accountability. • Strategically manage shrinkage and attrition, enhancing workforce stability and optimizing operational efficiency.
Consistently achieved and exceeded monthly service delivery targets, contributing to improved client satisfaction and trust. • Maintained high-quality standards across operations, driving a culture of excellence and continuous improvement. • Designed and managed detailed MIS reports, delivering data-driven insights to support strategic business decisions. Fostered a high-performing team environment through proactive people management, coaching, and development initiatives
• Directed resource allocation and defined responsibilities to ensure smooth and successful service transitions. • Set and evaluated team goals and KPIs to drive performance, accountability, and continuous improvement. • Provided strategic guidance and growth opportunities to strengthen team capabilities and engagement. • Conducted regular quality audits and led calibration sessions to uphold consistent service excellence.
• Facilitated internal and external calibrations as a Master Calibrator to ensure consistency in quality evaluations. • Identified CTQ metrics and recommended SOP improvements to enhance process effectiveness. • Suggested refresher trainings based on RCA findings to address recurring issues and strengthen team performance. • Participated in monthly business reviews, sharing quality insights and contributing to continuous improvement discussions.
• Directed resource allocation and defined responsibilities to ensure smooth and successful service transitions. • Set and evaluated team goals and KPIs to drive performance, accountability, and continuous improvement. • Provided strategic guidance and growth opportunities to strengthen team capabilities and engagement. • Conducted regular quality audits and led calibration sessions to uphold consistent service excellence.
