Darshan S.S. seeks a challenging position utilizing his people management and administrative skills. He has over 8 years of experience as a Team Leader in BPO operations. Currently the Team Leader at Taxi For Sure, he is responsible for meeting KPIs and motivating associates. Previously he held similar roles at Minacs, Cogent E-Services, and Allsec Technologies, handling teams of 20-30 agents and ensuring quality service. Darshan aims to achieve goals efficiently through strong planning, administration, and developing people. He has received awards including Star Certification and Top Gun for consistent high performance.

1. Darshan.S.S
E-mail: darshanss3@gmail.com
Mobile: +919738789376
Objective
To obtain a meaningful and challenging position especially in a people-oriented organization where there is a need to
assure broad cooperative effort through the use of sound planning, strong administration clubbed with good people
management skills to achieve organizational goals efficiently.
Work Experience
Taxi For Sure
Team Leader – Operations (April 2015 – Till date)
 Responsible for the overall performance of the assigned shift and also ensured the process KPI's were met.
 In an average handling 20-25 associates every month with minimal attrition.
 Ensured team performance and individual performance were met on daily basis.
 Frequent Team meetings were conducted with the associates on KRA's. As a result, the Team KRA's were met.
 Supported the bottom performers in the team and ensured that they performed by providing constant feedback.
 Frequently live barged calls of the associates. This has helped me in identifying the errors made by the associates.
Same was rectified immediately
 As a part of motivation, fun activities were conducted within the team for better performance and for the team
growth.
 Apart from floor support, handling client & customer escalation.
 Achieved good attendance percentage as I had scheduled the leaves of the associates.
 Agent performance was reviewed every week. This had helped me in achieving good quality scores, plug in hours
& Low AHT.
 Participate in group discussions with the clients on updates (Voice of customer)
 To ensure daily KPI’s is met.
 Provide coaching and assistance to the new associates of the team.
Minacs
Team Leader – Operations (May 2014 – March 2015)
 Handling the Team of 26 members.
 RTM management (WFM)
 Generating the Reports form CMS.
 Updating the Attendance on Daily basis.
 Checking on shift & Break defaulters
 Expressed and encourage for team development.
 Monitoring calls & giving feedback to CSR’s.
 Motivating agents to meet the targets and ensuring to achieve the SLA’s in given period
 Run reports on hourly performance regards to SL & AL on hourly basis & updating the same to Process Manager
& Clients.
 Interacting with clients & Backend via mails regarding the trouble-shooting issues related to product and process.
 Presenting the Total team performance on weekly and monthly basis
 Give guidance to team members and assist the team members with problem solving tools concepts of quality
improvement.
 Prepared team report, development strategies and other documents for team management.

2. Darshan.S.S
E-mail: darshanss3@gmail.com
Mobile: +919738789376
Cogent E-services Private Limited
Team Leader – Operations (Oct 2012 – May 2014)
Allsec Technologies PVT LTD
Team Leader – Operations (December 2008 – Oct 2012)
Sparsh BPO Ltd
Customer representative officer – Operations (Feb 2007 – Sep 2008)
Total Experience in BPO industry: Eight Years Eight Months
Job responsibility
• Team Controlling: 30 associates
• Ensuring the Quality service to the customer.
• Data analysis
• Quality Calibrations.
• Asset Management.
• Handling customer and Client complaints
• Act as a mentor to the team members and guide them for enhanced
• Performance and value addition
• Floor support.
• Analyzing the agents calls and providing them with valuable feedbacks for
Better performance and also gauging calls for the clients.
Achievements and Accolades
• Star certification (3 Star certified).
• Effective Coaching and Feedback
• Motivating People
• Effective People Management Skills
• On Track.
• Achieved the top gun award while working as associate
• Won Best TL for consistent 3 quarters
• Achieved highest Quality scores (95%) overall Process
Personal traits
• Excellent Analytical skills and good at multitasking.

3. Darshan.S.S
E-mail: darshanss3@gmail.com
Mobile: +919738789376
• Good at case analysis. (example: Customer Satisfaction and long term relationship in CSD)
• Believe in process development.
Computer Proficiency
Operating system : MS Office (2000, 2003, 2007), Excel.
Education & Qualifications
• Diploma in Mechanical Engineering from Nadgir Polytechnic Bangalore.
• SSLC from SN High School.
Hobbies
• Playing cricket, listening to Music, Watching movies & Frequent Trips.
Personal Details
• Name : Darshan.S.S
• Date of birth : 10 Dec’86
• Father’s name : Sukumar.S.B
• Nationality : Indian.
DATE: / /2015
Place: BANGALORE