Team Manager

• Demonstrated exceptional customer service skills by efficiently handling queries across various channels. Mediated and provided recommendations for proper system set-up, resulting in a 95% satisfaction rating from accommodation partners.
• Mentored new hires with personalized assistance, improving overall scores by 10% within their first month.
• Led successful team meetings in the absence of the Team Manager and developed data analysis techniques for calls and emails.

• Facilitated efficient agent onboarding by conducting thorough KYC checks and providing prompt approvals, while also supporting the team in resolving ticket issues and ensuring compliance with validation rules.

• Provided exceptional customer service across email, WhatsApp, social media, and live chat channels, achieving a 97.6% CSAT score.
• Cleared the highest number of tickets in the October-December quarter (9,834 out of 16,893), demonstrating a strong work ethic and attention to detail.
• Collaborated with Fraud and Investigation team to identify and report a fraudulent campaign, showcasing cross-functional abilities and commitment to organizational integrity.

• Successfully led the Future Perfect online English employability program, training students on 21st- century skills, interview techniques, financial planning, and resume building.
• Achieved exceptional Q1 results, receiving a KPI of 123% and maintaining the highest retention rate on the team.
•Demonstrated leadership by training the team on maintaining student data, serving as team lead from February, and collaborating with the content team to improve the curriculum.

• Conducted successful computer-delivered IELTS exams on behalf of the British Council in various cities as the youngest supervisor, ensuring compliance with guidelines and policies and achieving high customer satisfaction.
• Demonstrated exceptional organizational and leadership skills, efficiently managing tools and invigilators to start and finish exams on time.
• Trained and developed new team members on their roles, responsibilities, and CD IELTS processes, contributing to the growth and success of the testing team.
• Maintained a professional and customer-focused approach while traveling to different cities, ensuring successful exam administration and meeting the needs of diverse clients.

• Conducted exams across various cities, mentored new joiners, acted as the assistant test day supervisor, and was the youngest invigilator.
• Ensured adherence to the IELTS board’s guidelines while conducting exams, highlighting the ability to work flexibly and deliver quality service.
• Contributed to the team’s development by mentoring new joiners during every test session.
• Demonstrated leadership skills by acting as the assistant test day supervisor and providing support during a recruitment drive that resulted in the hiring of 70 new employees.

• Had the opportunity to work in three different departments: Customer Service, Application Engineering, and Production.
• Through this experience, I gained valuable insights into the company’s operational flow and learned about the intricacies of the production process.