1. Amol Singh
Mobile: +91-7738383842/+91-9821807627 E-mail: AmolSingh1982@Gmail.com
Team Manager
Team Management | Operations Management | Business Process Management|
People Management
Career Objective
Maximize my team leading experience in a challenging environment, guiding by example and utilizing vast
experience in directing a team towards its objective within the deadlines and thus achieving the corporate
goals.
EXECUTIVE PROFILE
Over 12 years’ experience as a leader of various project teams, maximized many great opportunities to work
on challenging projects, when two critical proficiencies of a team leader were developed tremendously:
1. Earned leadership status by setting inspirational goals and setting examples – Superb organizational,
motivational, management and time management skills.
2. Maximized team performance – Excelled at identifying, developing and using strengths of team
members, as well as locating, detecting and resolving problems and weaknesses of each team
individual.
 A performance-driven Team Leader with over 12 years experience in the Customer Care Services
Industry having expertise in Leadership attributes involving proper time management; guiding team
to deliver solutions to customers; participate in brain-storming sessions; recognize talents &
achievers in the team and provide them with appraisals accordingly; maintain healthy & co-operative
work-environment; encourage in development of innovative solutions to problems; respond to
various issues faced by the team members; appropriate task allocation to team members and training
to team members on different client satisfaction metrics to ensure perfect delivery of solutions.
 A dynamic team player with proven track-record of excellent performance in a deadline driven
environment and having received different awards for exhibiting excellent professionalism.
 Implement procedural & analytical approach to problem-solving;
 Profound knowledge about systems & processes.
 A multi-tasker & quick learner of new technologies, with flexibility to work under varied conditions.
 Superlative mentoring, communication & inter-personal skills.
CAREER GRAPH
 As Team Leader, Tech Mahindra Business service Ltd, Mumbai (Oct'08 to till date).
 As Team Coach, Tech Mahindra Business service Ltd, Mumbai (April’07 to Oct’08)
 As Advisor, Tech Mahindra Business service Ltd, Mumbai (Nov’04 to April’07)
 As Customer Service Advisor, Cedar Enterprise Pvt Solutions Ltd, Mumbai (Apr'04-Nov'04).
Page 1 of 4

2. KEY ACCOMPLISHMENTS
At Tech Mahindra Business service Ltd:
 Received Quality Guru Award-2007 as an Advisor.
 Received Best Team Coach Award-2008 as a Team Coach.
 Received Best Manager Award-2010 as a Team Leader.
 Received Best Team Award-Sept 2010.
 Received Best Team Leader Award-Sept 2010.
 Received Best Team Leader Award-Oct 2010.
 Received Best Team Award-Nov 2010.
 Received Best Team Leader Award-Nov 2010
 Received Best Team Award-January 2011.
 Received Best Team Leader Award-March 2011.
 Received Best Team Award-April 2011.
 Received Best Team Leader Award-April 2011.
 Received Best Team Award-May 2011.
 Received Best Team Leader Award-May 2011.
 Received Peoples Champion Award-Nov 2014.
 Received Peoples Champion Award-June 2015.
At Cedar Enterprise Pvt Solutions Ltd:
 Exhibited excellent multi-tasking skill by handling six different campaigns at a time, which included
four orderliness and two customer care services.

JOB PROFILE-ROLE SPECIFIC
 As Team Leader, Tech Mahindra Business service Ltd.
 Handling a team of 15+ advisor for an inbound call taking department dealing in a blended process
which involves delivery of high class customer service to ensure a delighted customer experience
and Net Promoter score { NPS}. (January 2016 till date)
 Handled the dial plan for Mumbai operations for ECARE (Email and Letter based Process). As a
dial plan Manager do take care of the work load, task to be assigned to all the advisors in Mumbai.
monitoring efficiency and productivity, figure out training needs for department, ensuring that the
departments SLA is maintained, making business reports for the department.(May 2011 to Dec
2015)
 Handled a team of 25 advisors with 2 Team coaches and working for department which deals with
hardcore Technical and non technical customer complaints received via email/faxes/letters and
inbound calls. Team resolves the complaints by out calling, sending letters or emails and by taking
inbound calls. (September 2009-April 2011)
 Handled a call taking Team of 18 advisors for Mobile Broadband which is a technical process.
(October 2008 –August 2009)
 As Team Coach, Tech Mahindra Business service Ltd.
Worked with a back office team and handled 45 advisors. (April 2007 to October 2008)
 As an Advisor, Tech Mahindra Business service Ltd.
Worked with different inbound call taking departments viz prepay, post pay and technical support.
(November 2004-March 2007)
As Customer Service Advisor, Cedar Enterprise Pvt Solutions Ltd.
Handled six different inbound call taking campaigns at a time, which included four orderliness and
two customer care services(April 2004-October 2004)
Page 2 of 4

3. JOB PROFILE
 Efficiently serving as a Team Leader since Oct’08.
 Worked with Back office, inbound voice, outbound voice, Email&letter, and complaints team as a
Team Leader.
 Inspiring each and every team member to perform and produce their best.
 Determining the duties and responsibilities of individuals in a team.
 Analyzed the individual performance of each team member and motivated them to perform even
better.
 Organizing training workshops to improve the performance of the members who were lagging
behind in terms of performance.
 Analyzing the assigned projects and distributed tasks to the members as per their area of expertise.
 Reporting any problem or fault in the project to the project manager or supervisor.
 Offering solutions to the top management regarding project-related queries.
 Conducting midyear and annual appraisals for advisors after proper assessment of achievements.
 Auditing team performance with process audits & preparing monthly reports and discuss reports
with functional heads.
 Enhancing team performance as per customer satisfaction metrics through training, calibration
exercise & advisor development.
 Providing feedback to the advisors for productivity, calls monitored and cases.
 Conducting periodic Call listening and audits to identify customer experience gaps.
 Supporting processes and the department in achieving the objective of enhancing the customer
experience.
 Successfully completed training on young managers program, Coaching Clinic, and Competency
based interviewing skills from Tech Mahindra Business service Ltd, Mumbai.
 Incorporated use of MS Excel for basic calculation.
 Drafting agreements and other documents viz., performance incentive plan, reports and sending
mails to customers and clients etc for business purposes.
 Initiating and organizing team and managerial meetings.
 Developing and enhancing a team based culture and set targets for the team to focus on.
 Encouraging innovative ideas for process improvements among team members.
 Using reward and recognition programme to motivate team members.
 Hiring new recruits for the department.
 Handling the Dial Plan (queue Mgmt, staffing, utilization of recourses efficiency, productivity) for
the department of both Mumbai and Pune operations.
TRAININGS & CERTIFICATION
 Young Mangers Programme, Hutchison 3 Global services.
 Star Leader Certification, Hutchison 3 Global services.
 Coaching Clinic, Hutchison 3 Global services.
 Competency based interviewing skills, Hutchison 3 Global Services.
 Lean six Sigma Yellow Belt, SSA Business Solutions
ACADEMIC QUALIFICATION
 BA (English Literature & Economics), SS & LS Patkar College, Mumbai University, 2004.
 HSC (Science), Dr Antonio D'Silva College Maharashtra Board, 2001
 SSC, Saraswati Mandir High School, 1998.
Page 3 of 4

4. PERSONAL PARTICULARS
 Date of Birth: 12th Sep’82.
 Address: B/601 Shri Ganesh Aangan Society, Thakur Village, Kandivli (E), Mumbai 400101.
 Landline No: 022-28852900.
 Languages Known: English, Hindi, and Marathi.
 Hobbies: Music, Reading, Mimicry.
 Location Preference: Mumbai.
Page 4 of 4