Open to opportunities

Alquama Ansari

@alquamaansari

Message

Experienced Team Leader in Operations with a focus on excellence.

India

Message

What I'm looking for

I am looking for a role that offers growth opportunities and values teamwork.

I am a dedicated Team Leader with extensive experience in operations management, particularly in the customer service sector. Currently, I lead a team of 20 advisors at FirstSource Solutions Pvt Ltd, where I manage live customer interactions and ensure high levels of customer satisfaction. My role involves handling escalations, preparing reports, and training new hires, all while meeting stringent performance targets.

Previously, I worked at Epicenter Technologies Pvt Ltd, where I managed the Installment loan collections queue and was responsible for training new employees and liaising with clients. My commitment to excellence was recognized when I received the Shining Star Award for exceptional performance. I thrive in high-pressure environments and am passionate about fostering a collaborative team spirit to achieve organizational goals.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Operations

Current

FirstSource Solutions Pvt Ltd

Oct 2020 - Present (4 years 8 months)

Currently managing a team of 20 advisors handling chats and emails for US customers. Responsible for escalations, reporting, auditing, and training new hires while ensuring targets are met and customer satisfaction is achieved.

Team Management Customer Service Reporting Training Auditing Strategic Planning Upselling Communication Time Management

Team Leader – Operations

Epicenter Technologies Pvt Ltd

Aug 2014 - Jul 2020 (5 years 11 months)

Led the installment loan collections team, managing both inbound and outbound communications. Responsible for training, escalations, and liaising with clients while ensuring data entry tasks were completed accurately.

Team Management Customer Service Data Entry Training Client Communication Reporting Time Management

Customer Service Representative

Sutherland Global Services

Oct 2010 - Dec 2010 (2 months)

Handled inbound customer calls, providing assistance and resolving queries effectively. Developed strong communication skills and the ability to adapt to a fast-paced environment.