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Team Leader

Location:
Chennai, Tamil Nadu, India
Posted:
February 19, 2020

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Resume:

CURRICULUM VITAE

M.BEMAL PRODI

No: **,**th Cross St., Lakshminagar, Porur,

Chennai - 600 116.

Mobile No: 984*******

Email id: adbvgb@r.postjobfree.com

OBJECTIVE:

To meet the challenges of tomorrow through continuous learning and hard/smart work. Adding flavor to my consistent academic performance as well as work in a team effectively. I am confident that I can prove my mettle and add laurels to the organization I serve.

SKILLS & APTITUDE

Ability to motive others and self

Pragmatic in approach

Forward thinking

Constantly build and maintain on relation base

Hard working

PROFESSIONAL EXPERIENCE

March 2018 – January 2020 Tech Mahindra LTD.

Team Leader for Telstra Telecommunications

Roles & Responsibilities:

Conducting Huddle on a daily basis Pre Shift & Post Shift

Performance email sent to associates on daily basis

KPI metrics briefed on Huddle session

Maintaining Shrinkage below 10%

Coaching will be given for all the associates for a week

Dip check done on process validation on a regular basis by Quality & Training Team.

Audits will be done on regular basis (minimum 4 audits per day)

Team Outing done on month on month basis to have team bonding activities.

July 2016 – July 2017 SITEL INDIA PVT LTD.

Team Leader for Bell Canada HD Voice

Roles & Responsibilities:

Conducting Huddle on a daily basis Pre Shift & Post Shift

Updating Team Performance on a daily basis & MTD

KPI metrics briefed on huddle session

Queue Management

Maintaining shrinkage below 10%

Quality check done on daily audits, coaching given immediately

Audits will be done on a daily basis (minimum 6 Audits per day)

One on one session conducted to identify the needs and opportunities to improvise the performance

Team outing conducted on monthly basis.

October 2014 – March 2016. SUTHERLAND GLOBAL SERVICES

Team Manager for India McAfee Smart Leap TS – Chat Team

Roles and Responsibilities:

Addressing all the Team Members on a daily basis through Huddle.

Checking the Attendance % for the Team on a daily basis.

Conducting Huddle Session for the latest process updates.

Queue Management for Chat Team [LMI].

Updating Team's Performance on daily basis [CSAT, AHT and Login HRS].

Updating the KPI for the Team.

One on One Session with Associates to make them understand the value of KPI and how it can be achieved.

TM’s Audits done from my end to check process Adherence for all the Associates of my Team [Coaching].

Internal Calibration call with SQMS Team to identify the process gap on the floor.

Update Schedule for the Team on weekly basis.

Handling Manager Calls - Proactive Escalations.

October 2007 – September 2014. SUTHERLAND GLOBAL SERVICES

SME for MCAFEE VIRUS REMOVAL SUPPORT – PFS Queue

Roles and Responsibilities:

Joined as a call taking agent.

Moved as Support Tech based on performance.

Updating the team’s performance on a daily basis.

Handling Escalation calls.

Checking Hygiene Metrics and update the floor on a regular basis

Professional Education:

B.Sc. Chemistry

Higher Grade Type Writing

English

EXTRA CURRICULAR ACTIVITIES

Listening to music

Reading books

Playing chess

PERSONAL DETAILS

Date of Birth : 28.11.1982

Father’s Name : L.Mariarajamani

Nationality : Indian

Marital Status : Married

Language Known : Tamil, English

Phone Number : +919*********

Declaration

I hereby declare that above information are correct in my knowledge

Yours Sincerely

Place:

Date:

Bemal Prodi.M



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