Experience in Wipro July 2015 – till date Group Leader / Group Manager – Current role Currently in charge of a contact queue transitioned from another organization Also Lead for Contact (Calls + Chat)(Failed Customer Reduction)Lead for any Process Training/Hiring issues or delays Other operational challenges Achievements – Gave benefit of 30% to client via Lean and CI project management programsi.e. 17 FTE efficiency given in 58 FTE queue Team Leader / Team Manager till October 2020 My Team won the best (Implemented Idea) Pragati Competition in Wipro held in 2nd quarter 2019 across all locations/countries.Driven process and product improvement plans,Projects and disciplinary trends – Compliance Adherence practices, Encouraged COLO Workshops. Responsibilities -To maintain KRA and KPMs/KPI Milestones and target based metrics based on client s and company standards. Maintained Quality of work Associate till September 2018 Project based work experience starting from Maintaining CSAT, CR7, AHT, Quality, Login hours (Daily Stack Parameters)Awarded best stack multiple times and also won CEO appreciation for best Customer Service agent and top CSAT scorer for continuous6 months also best performing team awarded for 1 quarter Additional Responsibility - Preparing reports for Team AHT, CSAT and sales figures along with best practices and strategies forteam improvement strategies with Team LeadPerformance highlights Lowest Attrition, One of the highest productive Team with cross-skilled approach Handled good number (currently 58) of members in a team with 4-5 supervisors(TL+SME/QA) lowest or close to no complaints from the team or clientOther Experience Good Experience in Marketing and Sales of Readymade Garments (Prior to Wipro)(Buying, Selling, Retailing, Distributing & Keeping Records)