Asha N
Operations Lead
Bangalore
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Team Lead
Concentrix Daksh Ltd
Bangalore
06.2022 - Current
- Review content and implement actions based on client compliance guidelines to ensure quality
- Support OPS Managers in overseeing a team of 20-25 resources, driving performance and alignment with goals
- Monitor and record improvement opportunities; collaborate with OPS and Quality teams on action plans
- Implement innovative practices to maintain high quality and meet SLA requirements
- Maintain data accuracy and compliance; assist in quality audits and client calibration sessions
- Communicate with clients to resolve issues and ensure smooth operational flow
- Contribute to organizational initiatives such as absenteeism and attrition control
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Subject Matter Expert
Matrix
Bangalore
10.2021 - 01.2022
- Analyzes process-related problems and suggest possible solutions.
- Guides and trains junior team member and facilitates their work.
- Having very strong attention to details while reviewing grey area cases and using the best judgement.
- Conduct internal calibrations and discuss the areas of opportunities.
- Analyze trends and identify initiatives that affect the most and advisors with low accuracy.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Advisor 2, Transaction Processing
Matrix
Bangalore
10.2018 - 06.2020
- Review and correct grammatical errors in documents for accuracy and adherence to style guidelines
- Assess and evaluate Google Play Store applications according to policy
- Achieved SLA targets with quality ratings above 98% and productivity exceeding 100%
- Provide shadowing and support to new team members, ensuring correct verdict submissions
- Develop flowcharts and decision trees to optimize processes
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
Education
Bachelor of Science - Information Science
CMRIT
Bengaluru, India 04.2012 - 04.2016
Skills
Quality Audits and Reviews
Coaching and Feedback
Delegation
Conflict resolution
People Management
Team motivation
Client Service
Process Improvement
Effective Communication
Performance Improvement
Problem-solving abilities
Certification
Certified Team Leader: Team Leader Trainee Track, 2024
Accomplishments
- Exceeding SLA Targets: Consistently achieved and surpassed SLA targets with quality and productivity metrics exceeding goals.
- Team Onboarding and Support: Successfully onboarded new team members, providing detailed support for smooth integration.
- High-Quality Delivery: Implemented practices that ensured top quality and SLA compliance, driving operational excellence.
- Successful Client Relations: Maintained effective communication with clients, resolving issues promptly and ensuring operational efficiency.
- Enhanced Document Accuracy: Improved clarity and compliance by correcting grammatical errors in various documents.
Timeline
Team Lead
Concentrix Daksh Ltd
06.2022 - Current
Subject Matter Expert
Matrix
10.2021 - 01.2022
Advisor 2, Transaction Processing
Matrix
10.2018 - 06.2020
Bachelor of Science - Information Science
CMRIT
04.2012 - 04.2016
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