Team Leader
Resume:
SURAJ MOHAN NAIK
Mumbai ******
*************@*****.***
SUMMARY Around 7.9 years of working with Sitel, I successfully conducted training programs and mentored team members to enhance productivity and foster a commitment to providing friendly service. As a result of my leadership, the company experienced increased efficiency and customer satisfaction. I am now seeking new opportunities to leverage my expertise in team management. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
SKILLS • Performance monitoring
• Schedule Management
• Workplace Safety
• Performance Improvement
• Coaching and Mentoring
• Complaint resolution
• Key Performance Indicators
EXPERIENCE Team Manager, 02/2025 – 08/2025 – Open Destination P. Ltd.
. Supervising a Team of 20 Customer Support Executives.
. Managing Absenteeism, Attrition, Shrinkage & Late Logins.
. Managing CSAT and NPS.
. Ensuring calls are not abandoned and SLA’s are met.
. Managing Escalations.
. Providing daily report to clients.
. Coordinating with the Quality team to ensure process improvement is in place. Team Leader – 03/2024 – 02/ 2025
Teleperformance BPO- Hospitality Process- Inbound
Managed a Team size of 20 CCE’s.
Manging daily TL KPI’s like, Attrition, Shrinkage, CSAT, NPS. Daily Pre Shift & Post Shift Team Briefings.
Daily, Weekly & Monthly Reports to Higher Management. TEAM LEAD, 03/2022 - 03/2024
Sitel - Cox Communications, Mumbai
• Supported the manager in developing plans for future projects, initiatives and objectives.
•
Provided support to junior staff during peak periods of workloads.
• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Monitored team performance against targets, taking corrective action where necessary.
• Delegated tasks appropriately according to individual skill sets.
• Collaborated with other departments to develop effective solutions that meet customer needs.
• Trained new staff in relevant processes and procedures. SUBJECT MATTER EXPERT, 11/2019 - 01/2022
Sitel - Hyatt
• Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
• Mentored junior staff members on best practices related to product design and implementation strategies.
Associate, 11/2015 - 12/2017, 06/2018 - 11/2019
Sitel - Hyatt
PURCHASER OF IMITATION JEWELLERY, 01/2004 - 10/2015 Mehta Bangles
EDUCATION AND
TRAINING
SHM Mahaveer Govt, Rajasthan, 05/2003
Class XII
• Medium: English
• Grade: 5 7 %
• Board: Rajasthan
Infant Jesus High School, Goa, 10/2000
SSC
PERSONAL
INFORMATION
• Date of Birth: 05/28/84
• Gender: Male
• Marital Status: Married
LANGUAGES • English
• Hindi
• Assamese
• Konkani
• Tamil
HOBBIES AND INTERESTS
• Playing Cricket
• Listening Music
• Gym
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