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Team Leader Customer Service

Tamil Nadu, India
October 10, 2016

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SShheellddeenn JJuuddee TTrroouussssee

Mobile: +91-729*******


Dear Sir/Madam:

I am interested in working with your esteemed organization. I enclose my resume as a first step in exploring the possibilities of employment with the organization. I have exceptional knowledge of business practices and aim to make a career for myself in your esteemed organization.

Honesty, Dedication, Hard Work and Discipline are four core values that are my hallmark. I have learnt to anticipate, innovate and above all, I am extremely flexible in whatever work I undertake. Thereby, I believe I can prove to be an asset to your organization. I would appreciate the opportunity to validate my claims and discuss the possibilities of starting a career with your organization. Should you feel that my qualifications are of your interest, I would welcome an opportunity to meet you in person. Thank you for your consideration and I look forward to hearing from you shortly.


Shelden Jude Trousse

Enclosed: Resume

Professional Summary

Assertive Team Leader - Operations at managing business operations especially in Call Centre Process setting and meeting of Clients SLA. Proficient in basic human resources functions including hiring and initial training. Specialize in ensuring efficiency maximizing productivity and allocating staffing resources and handling of data and Client Servicing with apt man management skills. Core Qualifications


• Experienced in all facets

of Call – Center


• Understanding cost and

maximizing business


•Responsible of Clients SLA,

maintaining team KRA &


• Process Driven. Report

Analyzing & Interpretation

with Content Writing.

• Being current & Hawk eye

on Competitors.

•Web Research & Data

Mining skills.


• Solid

understanding of

human resources


• Strong ability to

interview potential

new hires and

provide initial


• Innovative and

creative skills for





Motivation & Team

Building activities


•Exceptional Tele-Sales &

Customer Service skills

•Creative & Process

oriented approach

towards problem solving,

•Familiar with MS Office

applications including

Word Excel and Access

•Capable of working

various hours as needed

including some evenings

and weekends


communications and

organizational skills

•Emcee, Event Organizing

& Presentation skills

•Good understanding of

CRM & Creative

Designing & Basic Digital


Experience Pyramid –

Trainee & Snr Executive - Operations 01/10/2012 – 30/10/2013

• Ensured optimal levels of customer support – Inbound & Outbound.

• Addressed any customer complaints in courteous timely manner.

• Effective language skills to negotiate deals and to provide presentations in successful manner.

• Awarded consecutively 2 years as Best Tele Caller for the year 2012 – 2013 & 2013 – 2014.

• Specialist in –

o Cold Calling: B2C calling, selling Mobile Phones with 6months Contract connection for AT&T & Orange Network for a UK based client.

o Data Mining: B2B, data building process for third party client – Etisalat. o Appointment Fixing: B2B calling, setting up appointment for Google Products in EU & US market

o Lead Generation: B2B & B2C, generating warm leads for Stock Brokerage client, Global Calling, major focuses region – Africa & ME markets. o Hot Transfer: B2B & B2C, generating interested prospects for Debt Recovery client in UK Team Leader - Apr'15 to - Jul'16 till


Associate TL - May' 14 to Mar'15

Group Leader - Nov' 13 to Apr'14

Snr Executive - Apr' 13 to Oct'13

Trainee - Oct' 12 to Mar'13

Group Leader / Associate Team Leader - Operations 01/11/2013 – 01/03/2015

• Assisted the TL in temporary hiring of employees as necessary for special projects.

• Determined production requirements and coordinated with shift TL.

• Assisted TL in maintaining production logs and generated related monthly and quarterly reports.

• In-charge of Performance Training, preparing training schedules and delivering and tracking the Groups performance.

• Analyzed overall productivity and made efficiency recommendations. Team Leader - 01/04/2015 – Till date

• Actively participated in hiring of employees as necessary for special projects.

• Determined production requirements and coordinated with shift Manager & Clients.

• Progressively maintained production logs and generated related monthly and quarterly reports.

• Performed internal audits to monitor productivity.

• Prepared project analysis reports and identified potential problem areas.

• Developed and implemented effective training programs for new hires. Education:

Class 10, Council of Secondary Education, New Delhi, (India) 2006 - 2007 Senior Secondary Class 12, Board of Secondary Education Madhya Bharat, MP, (India) 2007 - 2009 - Thiruvallauvar University, India 2009 - 2012 Personal Profile:

Date of Birth : 17th January 1990

Age : 26 years

Nationality : Indian

Marital Status : Married

Languages known : English


1. Leon Moses Augustus - GM Operations @ Ceequence Technologies PVT LTD -

2. Ritu Raj Tugnait - GM Operations @ Ceequence Technologies PVT LTD - 3. Siji Vanderputt - HR Manager @ Ceequence Technologies PVT LTD - All details furnished above are at my best ability, please feel free to contact the above references, in case of checks and process’s and also on request, I could share Client appreciation mails & Testimonials received during my tenure.

Date: 03rd Aug 2016

Place: Chennai, India

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