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Maandhata Mishra

@maandhatamishra

Team Leader at BritishCouncilIndia who managed the IOL-IELTS online project and implemented Freshdesk.

At BritishCouncilIndia, I managed the end-to-end execution of the IOL-IELTS online project, coordinating cross-functional work and ensuring delivery on time and within budget.

As Team Leader, I led a team of 28 supervisors and implemented process improvements, automation initiatives, and KPI monitoring to streamline workflows and improve operational efficiency.

I also oversaw the implementation of Freshdesk, supporting the team’s transition, providing training, and resolving technical challenges. I developed training programs and led shadowing sessions to support onboarding and skill development.

Earlier at BritishCouncilIndia, I streamlined examiner scheduling through automation as a Supervisor. As a Customer Service Executive, I assessed client needs, prepared proposals, and developed a qualified-lead database that contributed to 98% growth in business from new and existing clients.

Experience

Work history, roles, and key accomplishments

Team Leader

British Council India

Jan 2023 - Jan 2025 (2 years)

Led a high-performing team of 28 supervisors, driving operational excellence and fostering a collaborative culture. Managed end-to-end execution of the IOL-IELTS online project, ensuring on-time delivery within budget and coordinating cross-functional collaboration.

Strategic Planning Crisis Management Creative Thinking Data Analysis Public Speaking Microsoft Office Problem Solving Data Presentation Information Analysis Team Management Process Improvement Stakeholder Management Performance Metrics Freshdesk Automation Training Onboarding Risk Assessment

Supervisor

British Council India

Jan 2022 - Jan 2023 (1 year)

Led shadowing sessions for new team members, enhancing onboarding and training effectiveness. Delivered real-time support during live test sessions, ensuring seamless operations and addressing team inquiries.

Training Onboarding Real Time Support Automation VCS Team Management

Customer Service Executive

British Council India

Jan 2021 - Jan 2022 (1 year)

Proactively reached out to new customers and drafted proposals highlighting product benefits, leading to a significant increase in customer acquisition. Assessed client requirements and customized solutions/packages to meet their specific needs, resulting in improved client satisfaction.

Customer Acquisition Client Requirements Customization Lead Generation Canvassing Customer Satisfaction