Aditi S.
Mid-Level Operations Team Leader
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About
Aditi S. is a seasoned professional with a robust track record in customer service and team leadership. Serving as a Team Leader, Operations at Concentrix and Webhelp in Bengaluru, Karnataka since April 2023, she oversees a team of 20 agents, ensuring achievement of operational goals through clear direction, regular feedback, and the development of training programs. Her commitment to fostering a positive and inclusive team culture aligns with her focus on process improvement and efficiency. Aditi previously worked with Reliance Retail Limited, where she contributed as a Team Manager and Senior Operations Executive, responsible for executing marketing and advertising plans, launching new services like a WhatsApp Bot for Merchant Care, and handling customer escalations. At Startek, she honed her skills in customer relationship development and transaction management. Aditi holds a Bachelor of Electrical and Electronics Engineering from Aditya College of Engineering, complementing her expertise with strong analytical, communication, and operational skills.
Experience
Team Leader, Operations
Concentrix + Webhelp · 2023 — PresentDirected a team of 20 agents, ensuring alignment with operational goals. Established performance standards and provided ongoing feedback and coaching. Developed and implemented training programs to address identified needs and foster team development. Facilitated recruitment and onboarding processes for new team members and created development plans for high-potential employees. Cultivated a positive team environment with open communication and prompt resolution of employee concerns. Managed customer inquiries through chat channels, conducted performance audits, and implemented process improvements to enhance efficiency.Team Manager
Reliance Retail Limited · 2021 — 2023Formulated and executed business, marketing, and advertising strategies to fulfill organizational goals. Supervised daily operations and budget management while establishing performance metrics for the team. Drove revenue growth through effective strategy implementation and led product development initiatives, including launching a WhatsApp Bot for Merchant Care. Promoted a positive workplace by addressing team conflicts, mentoring employees, and facilitating onboarding.Senior Operations Executive
Reliance Retail Limited · 2020 — 2021Conducted call audits and provided coaching aimed at performance enhancement. Delivered training sessions, offered coaching, and supplied performance feedback to agents. Monitored performance in real-time and developed action plans for improvement. Handled escalations related to JioMart from both internal and external sources.Senior Operations Executive
Startek · 2019 — 2020Established strong relationships with customers to improve retention rates. Offered comprehensive product information to assist customers in making informed choices. Delivered high-quality customer service across various channels, including live chat, email, phone, and social media. Addressed JioMart merchant queries and managed JioMoney transaction processes, collaborating with colleagues to resolve customer issues.
Skills & Expertise
Education
- Bachelor of Electrical And Electronics EngineeringAditya College of Engineering · — — 2018
- Intermediate (12th)Holy Mission Senior Secondary School · — — 2013
- SSC (10th)Holy Mission Senior Secondary School · — — 2011
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