Neelu Dodeja has over 7 years of experience in customer service and operations leadership roles. She is currently a Team Manager at Antworks, where she leads a team of 15 agents and is responsible for people management, process management, performance management, and escalation management. Previously, she worked as a Process Leader at Back on Track Solutions, where her responsibilities included coaching, training, quality checks, and reporting. She holds a Bachelor's degree in Computer Technology and aims to build her career in a leading corporate.

1. NEELU DODEJA
C-17, SRUSHTI COMPLEX, NEAR GURUGANESH NAGAR, KOTHRUD, PUNE -411038
+91-9764005448 ▪ neeludodeja@gmail.com
A hard working and result oriented professional with over 1 year of leadership experience and a total work
experience of 7 years in the Service industry.
I intend to build a career in a leading corporate and make use of my experience and potential to successfully
lead teams to be the best in class. My focus would be to deliver the top notch in every role that I undertake.
Experience
Currently working for the Back on Track process, a UK based Loan Brokerage Company dealing with more than
20+ lenders across the UK, for the past 2 years and 3 months.
Antworks (formerly Back on Track Solutions) ▪ Pune, MH ▪ Jul 2015 – till date
Current Designation: Team Manager – Operations
 People Management
o Leading a team of 15 call taking agents
o Track teams schedule adherence – log in defects, break defects, ACW time etc.
o Develop talent and create succession planning for each individual in the team
o Retention of staff and forecasting RYG accurately
o Conducting 1-2-1’s and team meetings on a monthly basis
o Conducting performance appraisals for agents
o Planning and conducting activities to increase team engagement and driving fun at work, to
enhance team bonding and employee satisfaction
o Leave management
 Process management
o Allocate work and ensure all advisors are productive with required accuracy
o Develop and conduct process knowledge tests
o Train and support new joiners
o Check asset and data security compliance
o Floor walking/floor support
o Communicating process level and organization level updates
 Performance management
o Track and manage individual performance, analyze trends in advisor performance and variance
to target and provide regular coaching and feedback
o Drive operational metrics like hot-keys, submits to lenders, loan completion %, quality,
shrinkage, absenteeism and attrition
o Create and cascade daily, weekly and monthly reports
 Escalation management
o Handling supervisor escalation calls/emails and also addressing to customer needs when work
volumes dictate by supporting queues real-time.

2. Back on Track Solutions (formerly with Capita India Pvt. Ltd.) ▪ Pune, MH ▪ Dec 2014 – Jul 2015
Designation: Process Leader - Quality
 Coach, mentor and train the team on client and company procedures
 Support new hire batches in nesting phase
 Worked closely with the Hybrid Operations team – update teams with latest updates and share
knowledge
 Conduct quality checks/audits and provide feedback
 Ensure accurate and timely reporting - Maintaining quality reports on WTD and MTD basis
 Worked on designing a QMS to track team performance
 Analyze customer complaints and provide feedback with action plan
 Designing and wording call scripts for new vendors added to the portfolio
 Bucket associates in A-B-C category and ensure they come up the learning curve
Prior Experience
Capita India Pvt. Ltd. ▪ Pune, MH ▪ Jan 2014 – Dec 2014
Designation: Executive – Customer Management
Tech Mahindra Business Services (formerly Hutchison 3 Global Services) ▪ Pune, MH ▪ Aug 2011 – Oct 2013
Designation: Customer Relationship Advisor
Mphasis – An HP Company ▪ Pune, MH ▪ Sep 2009 – Aug 2011
Designation: Quality Analyst
Education
▪ Bachelor of Engineering in Computer Technology, Nagpur University in 2006
▪ HSC - CBSE Board with 64% in 2001
▪ SSC – CBSE Board with 69% in 1999
Personal Details
Date of Birth: 23rd
Oct 1983
Nationality: Indian
Marital Status: Married
Neelu Dodeja
Date: