Job Title:  Team Lead | Customer Experience | Hyderabad | Customer Strategy & Design

• Managed end-to-end training and quality operations for banking and KYC processes.
• Conducted new hire training, refresher sessions, and coaching programs to improve productivity and customer handling skills.
• Monitored quality parameters, performed audits, and implemented action plans to improve KPIs and compliance standards.
• Collaborated with operations and management teams to identify performance gaps and drive continuous improvement initiatives.
• Managed trainee evaluations, reporting, stakeholder communication, and process documentation.
• Handled escalations, SLA adherence, and queue management to ensure service excellence.
• Performed Ad Hoc Team Lead responsibilities including:
  • Managing daily team operations and floor activities
  • Allocating tasks and monitoring productivity
  • Tracking attendance and shrinkage
  • Handling customer and process escalations
  • Supporting workflow management and target achievement
  • Conducting team huddles and performance discussions
  • Acting as a bridge between management and team members
  • Mentoring team members to improve operational efficiency
• Progress from Associate to Supervisor and SME based on consistent performance and leadership capabilities.
• Support agents with process queries, compliance requirements, and customer handling.
• Managed customer escalations and ensured timely issue resolution.
• Monitored operational reports and team performance metrics.
• Conducted floor support activities, mentoring, and on-the-job coaching for team members.
• Assisted management in maintaining SLA targets and operational efficiency

Education: Any Gratuation, B.Tech. MBA, B.COM, M.COM