TSTanya Sobti
@tanyasobti
Growth-focused team leader with 2+ years in customer service operations.
IndiaWhat I'm looking for
I am a growth-focused and resourceful team leader with over two years of experience in directing teams and managing customer service operations in a call center environment. Currently, I lead a team of 20 representatives at Teleperformance, where I have been recognized for my ability to implement new CSR scripts and consistently meet client KPIs. My leadership style emphasizes setting challenging targets and providing the necessary resources for my team to exceed expectations.
Previously, I served as a Team Leader Quality Analyst, where I conducted audits to improve process quality and customer satisfaction. My efforts earned me accolades such as 'Top Quality Analyst' and 'Best Performer' for six consecutive months. I have also worked as a Subject Matter Expert, guiding teams on best practices and preparing comprehensive reports to enhance operational efficiency.
Experience
Work history, roles, and key accomplishments
Team Leader
Teleperformance
Oct 2022 - Present (2 years 9 months)
Led a team of 20 call center representatives to deliver exceptional services to clients. Implemented new CSR scripts and worked on the team to meet KPIs provided by the client.
Quality Analyst
Teleperformance
Sep 2021 - Present (3 years 10 months)
Performed audits for the improvement of scores and to check the quality of the process. Provided important process recommendations for customer satisfaction and completed multiple root cause analyses to check issues.
Subject Matter Expert
Teleperformance
Dec 2020 - Present (4 years 7 months)
Prepared daily, weekly, and monthly reports for a staff of 15, and maintained appointment calendars for executives. Trained and supported new batches with the product for a smooth process.
Customer Service Representative
Teleperformance
Feb 2020 - Present (5 years 5 months)
Worked as a customer care representative for an international process to resolve customer problems over email, chat, and call. Focused on providing excellent customer support across multiple channels.
Customer Service Representative
Tech Mahindra
Jul 2018 - Present (7 years)
Worked as a customer care representative for level 2 to resolve customer issues. Provided advanced support and troubleshooting for complex customer inquiries.
Education
Degrees, certifications, and relevant coursework
YMCA University of Science & Technology
Bachelor of Technology, Technology
Studied a comprehensive curriculum in engineering and technology. Gained foundational knowledge and practical skills relevant to the field.
Govt. Polytechnic
Diploma, Electronics & Communication
Completed a diploma in Electronics & Communication. Developed expertise in electronic systems and communication technologies.
S.A. Jain Senior Model School
Class 10th, General Studies
Completed secondary education under the CBSE Board. Focused on core academic subjects to build a strong educational foundation.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
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