Alquama Ansari
@alquamaansari
Experienced Team Leader in Operations with a focus on excellence.
IndiaWhat I'm looking for
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
Team Leader – Operations
FirstSource Solutions Pvt Ltd
Oct 2020 - Present (5 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 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.
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.
Education
Degrees, certifications, and relevant coursework
Mumbai Divisional Board
Higher Secondary Certificate, General Education
2008 - 2009
Completed Higher Secondary Certificate (H.S.C.) from Mumbai Divisional Board.
Mumbai Divisional Board
Secondary School Certificate, General Education
2006 - 2007
Completed Secondary School Certificate (S.S.C.) from Mumbai Divisional Board.
St. Angelo's Computers Education
Certificate in MS Office, Information Technology
Completed a course in MS Office.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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