Team Mananger

*Team Leadership & Development
• Led a team of 15 agents in a Telecom account for 4 years, providing ongoing coaching and support to improve performance and customer satisfaction.
• Focused on building a collaborative, positive team culture that encouraged personal growth and high morale.
• Regularly delivered feedback and conducted performance reviews to drive individual development and foster team growth. * Telecom Systems & Operations
• Oversaw day-to-day telecom operations, ensuring smooth functionality of systems and quick resolution of technical issues to maintain high service standards.
• Skilled in troubleshooting technical problems and resolving escalated customer issues with minimal disruption. * Performance Monitoring & Continuous Improvement
• Monitored key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and service-level agreement (SLA) compliance to ensure team success.
• Implemented strategies to meet and exceed performance targets, resulting in improved operational efficiency.
• Conducted regular team meetings to review progress, share best practices, and identify areas for improvement. * Customer Service & Issue Resolution
• Led the team in handling complex customer inquiries, ensuring issues were resolved promptly and professionally, while maintaining a focus on customer satisfaction.
• Handled escalated customer concerns with empathy and efficiency, turning challenging situations into positive experiences.
• Trained team members in maintaining excellent customer service, consistently driving high customer satisfaction scores. * Training & Development
• Designed and implemented training programs for new hires, covering telecom systems, customer service protocols, and product knowledge.
• Worked closely with agents to ensure they were well-equipped to handle both technical and non-technical customer inquiries.
• Conducted regular refresher training sessions to keep the team updated on new telecom technologies and procedures. * Media Account Experience
• Successfully transitioned to a Media account, where I managed a team handling media-related customer service needs.
• Adapted telecom strategies to meet the unique needs of media customers, ensuring smooth service delivery and high satisfaction levels.
• Managed media account inquiries and provided tailored solutions to clients, ensuring a seamless experience across industries. * Scheduling & Time Management
• Effectively scheduled shifts and managed workforce resources to meet customer demand and business goals.
• Adjusted schedules in real-time to accommodate unexpected demand, ensuring no gaps in service coverage.
• Ensured that agents adhered to breaks, shift changes, and operational guidelines, maintaining optimal team efficiency. Technical Skills * Telecom Systems: IVR, Talkdesk * CRM Software: Salesforce and Zendesk * Call Center Tools: Calabrio (Quality Monitoring) * Workforce Management: Scheduling and staff management tools * Data Analysis: Microsoft Excel, Google Sheets, Analytics tools Professional Experience Team Leader | Teleperformance — Telecom Account
May 2019 – August 2023
• Managed a team of 15 agents, ensuring efficient telecom operations and exceptional customer service.
• Led the team in meeting key performance metrics, including FCR, AHT, and SLAs, achieving a 90% in team performance.
• Provided ongoing coaching, feedback, and professional development for team members, fostering a high-performance work environment.
• Identified opportunities for process improvements and implemented changes that resulted in improved team efficiency and customer satisfaction.
• Addressed escalated customer issues and technical concerns, resolving them quickly and professionally to maintain a positive customer experience. Team Leader | Allied Fusion —US Media Account
September 2023 – Present 
• Transitioned to managing a team handling Media account services, successfully adapting strategies to meet the unique needs of media customers.
• Managed daily team operations, providing guidance on performance goals and customer interaction protocols.
• Ensured that agents adhered to media-specific customer service guidelines, maintaining high levels of satisfaction and issue resolution.
• Worked closely with the client to ensure team alignment with business goals, delivering excellent service and resolving media-related issues efficiently.