Asmita K.
Mid-Level Customer Service Management Specialist
Open to offersNew to PlatformAbout
Asmita K. is a seasoned Team Leader adept at inspiring and managing teams to achieve company objectives. She has a substantial track record in the business process outsourcing and customer service industries, with notable experience at Maersk Global Service, HDFC Bank, Capita, and Wipro BPS. As a Team Manager at Maersk's European operations, she excelled in managing high-volume communications and handling escalations to maintain a seamless workflow. Her leadership style includes conducting audits for quality assurance, spearheading stakeholder calls, and hosting engagement initiatives to bolster team morale. At HDFC Bank, she effectively delivered high customer service scores and maintained compliance through strategic monitoring and script adherence. During her tenure at Wipro, she was recognized as a top performer, consistently driving her team to surpass quality and performance benchmarks. Her competencies in recruitment, training, and CSR initiatives highlight her robust capability in team management and process improvement.
Experience
Team Manager
Maersk Global Service · 2022 — 2026Oversaw European operations, managing high-volume emails, chats, and calls to ensure workflow efficiency. Handled escalations from both internal and external stakeholders and conducted quality assurance audits to maintain compliance. Led weekly stakeholder calls, facilitated daily reviews with the team, and managed workload for high-volume cases. Recruited and trained staff, organized employee engagement activities, and implemented spot checks for process adherence.Manager
HDFC BANK · 2021 — 2022Directed customer communications by managing emails and assisting with calls. Ensured compliance with KPIs and maintained high customer service scores through random call monitoring. Encouraged team performance, resolved escalations, and conducted training sessions to enhance agent knowledge. Led team meetings to communicate goals and facilitate problem-solving.Team Manager
CAPITA · 2020 — 2021Resolved customer license issues through email, validated documents, and handled refund queries. Managed a high-volume case workload while achieving internal and external quality standards. Motivated back-office operators through incentives and organized R & R and fun activities to enhance team morale.Team Leader cum Trainer
Wipro BPS · 2011 — 2019Handled credit card dispute processes by validating merchant documents and managing chargeback cases. Identified fraudulent activities and conducted audits to ensure compliance with quality standards. Delivered training sessions and motivated team members through recognition programs while maintaining a high volume of work.Team Manager
Aims Infotech Pvt LTD · 2001 — 2006Managed a team of 25 members, overseeing customer interactions and handling calls. Conducted team meetings to align on business goals and executed quality audits while organizing team-building activities.Receptionist cum Telephone Operator
ANR Marketing · 1997 — 1999Provided customer service at the front office and managed incoming and outgoing calls efficiently.Telesales
DUN & BRADSTREET · 1997 — 1997Handled corporate calls to update information and managed customer service interactions for various clients.Team Leader cum Trainer
Wipro BPO (Powai)Established daily and monthly goals for teams and ensured adherence to customer service protocols. Monitored calls for quality assurance and motivated staff through contests. Trained new hires and facilitated knowledge-sharing sessions to improve performance across teams.
Skills & Expertise
Education
- T.Y.B. ComInstitution not specified
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