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Megha N. — Mid-Level BPO Process Operations Team Lead from India

Megha N.

Mid-Level BPO Process Operations Team Lead

India 2-3 years
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About

Megha N. is an experienced Team Lead in the BPO industry, specializing in process operations and customer service. With over two years in leadership roles, she has a demonstrated history of maintaining performance against SLA and productivity targets. Her role at Turnaround International Inc involved supervising a team of process associates, ensuring quality standards, conducting audits, coordinating cross-functional efforts, and handling escalations. Her skills include SLA & Quality Monitoring, Escalation Handling, and Customer Service Delivery. Megha's educational background in Computer Science & Engineering complements her professional capabilities, bolstered by certification in IT and typing proficiency. Fluent in Marathi, Hindi, and English, she holds an Advanced Diploma in Software Testing and leverages tools like MS Office to enhance efficiency and accuracy in operations.

Experience

  • Team Lead

    Turnaround International Inc · 2024 — 2026
    Managed a team of process associates, overseeing daily performance in relation to SLA and productivity goals. Ensured quality and accuracy across operations by implementing regular audits and feedback sessions. Collaborated with cross-functional teams to overcome operational challenges and meet monthly objectives. Addressed escalated customer issues promptly to enhance satisfaction. Facilitated performance evaluations and provided coaching to boost team productivity and engagement.

  • Process Associate

    Connections Direct · 2023 — 2023
    Executed customer transactions and service requests within established turnaround timeframes. Adhered to standard operating procedures to uphold quality and compliance standards. Engaged with customers to resolve inquiries and deliver accurate information regarding processes and policies. Achieved daily and monthly productivity benchmarks while ensuring data accuracy in internal systems.

Skills & Expertise

Call CenterCustomer ServiceBootstrap DeveloperExcel Expert

Education

  • Bachelor of Engineering, Computer Science & Engineering (CSE)
    COETA, Akola · 2012 — 2016
  • Higher Secondary Certificate (HSC)
    SNUK College, Akola · 2011 — 2012
  • Secondary School Certificate (SSC)
    Shriram Vidhyalaya, Akola · 2009 — 2010

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