BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
Team Leader Resume Sample, Experience : 4 years

Satish Boddula
Saibaba Galli Sect 5
Nr Koper khairane stn
Koper Khairane - 400709

Mobile No. : +91 8108681431
Email ID  : Satish_boddula AT yahoo.co.in

Objectives :
To Built a Successful career in Service Industry by ensuring growth of the Organization And me.

1 Point 1 Solution from 29th Sep’15 to 22nd May’16 :
Worked as TL-(Team Leader) for TATA SME post to 4 moth as per process required management has been moved to Shop CJ Ecom Process as same role
** Appointed as Team Leader, where in core job responsibility is to manage the entire floor with the delivered conversion% - shift transition, login & logouts, briefings & productivity of login hours
** Managing a team of 16 Associates
** Ensure target achievement adhering to Service Level Agreement (SLA) & Customer Satisfaction (C-SAT) set by the client
** Priority Daily Target Achieved which is sated by Client through with the accurate SLA
** Coaching & guiding the associates to what is expected from them & achieving the set targets by the process owners
** Ensure high level of motivation among CSE’s, groom & mentor CSE’s to handle more responsibility

Eureka Outsourcing Pvt Ltd from April 13 To April 15  :
Worked as TL-(Team Leader) for ICICI Service PFA Process based in (Gujarat & Bangalore)
** Managing a team of 16 Associates
** Priority Daily Target has to be Achieved which is sated by Client end
** Coaching & guiding the associates to what is expected from them & achieving the set targets by the company
** Working as a Team with other leaders providing assistance & seeking support when required & work towards common objective of the process
** Ensure high level of motivation among CSE’s, groom & mentor CSE’s to handle more responsibility
** Taking escalations across the floor & resolving customer disputes if any, also build good customer relationship
** Conduct refresher training & briefing; provide feedback regarding improvement required in process, which in turn will help to improve productivity

Serco BPO from Dec-12 To May-13  :
Worked as TL-(Team Leader) for MTS Process based in (M&G)
** Managing a team of 16 Associates
** Coaching & guiding the associates to what is expected from them & achieving the set targets by the company
** Ensure high level of motivation among CSE’s, groom & mentor CSE’s to handle more responsibility
** Ensure target achievement adhering to Service Level Agreement (SLA) & Customer Satisfaction (C-SAT) set by the client
** Conduct refresher training & briefing; provide feedback regarding improvement required in process, which in turn will help to improve productivity
** Taking escalations across the floor & resolving customer disputes if any, also build good customer relationship
** Guiding the associates to what is expected from them & achieving the set targets by the company
** Spanco BPO Services Ltd.


From Dec.’2009 to June’2011

Worked as ATL for Reliance Info. Process based in Mumbai :
(For Mum, MnG, and GSM HNI Desk Customer Service)
** Managed team of 13 Associate
** Handling Escalation calls
** Resolve all quires of the customer on same call.
** Handling all complaint of the customer and provide satisfaction to customer.
** Resolve all quires of the agents on call or off call.
** Dictating DBP (Daily Briefing Point) on daily basis.
** Monitoring queue when TL on break or they busy in other important works.
** Taking briefing on all new updates.

Spanco BPO Services Ltd. From May‘2009 to Nov’2009 :
Worked as a CSA for Reliance GSM Mumbai process
** Taking call and resoling quires of the customer.
** Following all complaint handling.
** Creating case as per customer issue.
** Reporting on time in office given shift.

Academic :
** H.S.C. Passed From Maharashtra Board.
** S.S.C. Passed From Maharashtra Board.

COMPUTER KNOWLEDGE :
** MS OFFICE (MSWORD & EXCEL )

PERSONAL INFORMATION :
** Date of Birth : -21-Oct.-1985
** Nationality :- Indian
** Languages Known : - English, Hindi, & Telugu.
** Other Interests : - Listening soft music & Singing

Date :
Place : Mumbai

(Satish Boddula)