Team leader

Preethi Mahesh.

# ***, *** * * **** *nd cross,

HRBR layout Bangalore 560043

M: 812-***-****

Email: *******.********@*****.***

OBJECTIVE: My objective is to seek a highly responsible and challenging position in a firm where my skills experience and knowledge will be fully utilized and I shall be able to contribute to the organizational growth. I would like to assume responsibility of a product group or a division. I have the ability to work hard and always willing to learn and enjoy working as a member of a team. I would like to function in a capacity that would capitalize on the strengths of mine. A high caliber professional who is able to effectively manage People and Processes. Maxine can make a real contribution to the growth of any business and an expert at giving clear direction and feedback to staff in order to improve their performance.

CAREER HISTORY

Team Leader : 17TH Jan 2012 TO 2nd April 2020

Company : FIRST ADVANTAGE

Location : Bangalore

Process : Background Verification for US clients

LOB : Outbound, Inbound Verification

Duties;

Ensuring that appropriate staffing levels are maintained at all times and that there is a certain level is slack in the system to cover busy periods

Mainly focused on number of cases closed on daily basis.

Checking on the quality of work an employee

Monitoring cases on daily basis to check quality of product

Making sure all tasks given to staff are done on time and to the required standard.

Making sure TAT is met by the team in daily basis

Resolve employees concerns on priority and urgency.

Directing associates to the appropriate department for any disputes which cannot be handled by operations

Organizing and conducting team meetings.

Plan and manage team performance and control metrics.

Ensuring that Quality feedback is given, Interaction and calibration done for the same.

Maintaining Quality, Conversion, Login hours, Staffing hours, Attrition, Shrinkage, Tagging, SLA

End to End Client Interaction for any escalations

Looking for improving performance through coaching, training and available resources.

Ensure adherence of schedule

Providing daily feedback on performance

Organizing and conducting team meetings.

Create and sustain an environment for associates to be motivated so that team performs.

Recognize team and individual performance for rewards and recognition.

Promote transparency in communication to build mutual trust for team members.

Conduct monthly one on one to discuss issues and performance of individuals.

Constantly look for innovative ideas for improving TAT for business. Customer Service Representative: 31-03-2008 to 16-01-2012 Company : FIRST SOURCE PVT LMT (CANADA CLIENTS)

Location : Bangalore

Process :ICICI BANK CANADA ( Account Management)

Duties;

Handling basic accounts of customers.

Help customer to start up and end accounts.

Handling customer issues and problems with accounts.

Card activities, activation deactivation.

Provide product or services information to customers.

Helping customers to transfer funds from one account to another local and nri.

Handling escalations.

Handled a team as SME.

Train associates with products.

Corrections and updates on website.

Cal monitoring for CSAT.

Conduct PKT on products and work on bottom quartile.

Maintain process document (updating and creating).

Interaction with clients on process update and communicate to associate. Personal Information

Name: Preethi Mahesh

DOB : 03-06-1989

Religion : Hindu

Nationality : Indian

Fathers Name: Mahesh Babu

Mothers Name: Suma Mahesh

Status: Single

Education: B.com

Aim in Life

To be an inspirational and true Manager for everyone to follow and believe in.

To excel and be highly successful in every endeavor undertaken.

Want to achieve big in carrier

Key Believe

Success is the fruit of hard work and persistence. Strengths

Achieving challenges.

Sincere and Adjustable.

Believing in Hard work.

Place: Bangalore

Date: (PREETHI)

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