Team Leader Management

MAYANK ARORA

SENIOR LEVEL ASSIGNMENTS

Industry Preference: Any Industry

Location Preference: Anywhere in India

**************@*****.** 078********

Key Skills

Profile Summary

Team Management

Liaison & Coordination

Statutory Compliance

Performance Management

Team Building & Leadership

Customer Relationship

Management

Performancedriven Professional with over 9 years of experience in Client Relationship Management and

Team Management.

Handson experience in defining service standards and guidelines that serve as benchmark for excellent service

delivery.

Proficient in team handling, handling S1 customers esclation, team quality improvement, CSAT.

Swift in completing projects with competent crossfunctional skills and making sure on time deliverables within

preset cost parameters

An enterprising leader with skills in leading personnel towards accomplishment of common goals

Soft Skills

Education

Team player

Communicator

Innovator

Thinker

Collaborative

Intuitive

2002: 10th from Delhi Board, New Delhi

2004: 12th From Delhi Board, New Delhi

2008: BA in ARTS from Allahabad University, S.P.M Govt. Degree College,Allahabad U.P

2004: Diploma (1 year) in Software from Dotnet Roorkee

Career Timeline

Serco BPO Services Pvt. Ltd., Dehradun as Team Leader

Home Credit India Pvt. Ltd., Gurgaon as Team Leader

Awaiting for new assignment

LiveWire CC Services Pvt. Ltd, Allahabad as Team Leader

Sparsh BPO Services Pvt. Ltd., Dehradun as Sr. CSA

20152015

20122015

20102012

20052010

Work Experience

Since Nov15 to 10th Aug 2016 with Home Credit India Pvt. Ltd., Gurgaon

Team Leader(Process: Collection)

Role:

Managing Recovery of Two wheelers Loan and Other loans with 22 team members.

Monitoring calls to improve team skills and performance.

Liaising with customers and field executive for any collection related query.

Providing Imparting training for any new product or any new collection technique.

Managing relationship with managers while keeping managers informed of progress of collections and data

consumptions.

PreviousWork Experience

June12 to July15 with Serco BPO Pvt. Ltd.., Dehradun

Team Leader(Process: Domestic) D2h

Role:

Managed:

Monitor call flow of D2h process,

o

Team handling of 50 CSAs.

o

Floor Walk, IT Asset information,

o

Liaised with:

Client for any new updation in Scrips and D2h packedge.

o

Team for any downtime at D2h end or any major issue on all applications.

o

Customer for any major esclation and provide proper resolution and get all SR close related to their

o

issues.

Oct10 to June12 with Sparsh BPO Services Ltd.., Dehradun

Sr.CSA(Process: Domestic)BSNL

Jan05 to Sep10 with LiveWire CC Services Pvt. Ltd.., Allahabad

Team Leader(Process: Domestic Kotak Life Insurance)

Personal Details

Fathers Name Harbans Lal Arora

Date of Birth: 23rd April, 1987

Marital Status UnMarried

Hobbies Listing Music & Travelling

Contact Address: Flat No7 U Block, PhaseIII, Near DLF Square Building, Gurgaon 122016, HR

Languages Known: English, Hindi and Punjabi

Place:

(MAYANK ARORA)

Date:

Contact this candidate