Sr. Team Lead
Chennai, Tamil Nadu, India
• Manage all US based Technical & Non-technical processes. • Experience of handling multiple processes and large teams, across various Countries.• Handled 5 different processes over a span of time, handling a team of 50 and clients across US, UK, and Australia. • Experience in various domains like e-Commerce, Telecom, Security Systems, Insurance. • Experience in various processes dealing with Lead Generation, Debt Negotiation, Order Processing, Page ranking, Collections & Sales.• Co-ordinate/liaise with US based marketing team to increase the spectrum of e-commerce domain. • Was an integral part of the ISO team of Optimus, handling complete process documentation for ISO certification.• Implemented Processes and templates as per ISO for the complete process handled. • Review and analyze team performance with standard template. • Mentoring agents into people management / leadership roles. • Introduced the concept of knowledge base and periodic test-template to improve agent performance. 1) Developed Intranet website for team support.2) It aided agents to access information quickly and were able to reduce turnaround time.3) The site was also used as a training tool for new agents learning about the process and techniques.4) Periodic valuation of new/existing agents using different test templates enabled me to assess and organize appropriate training course for all.
