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Dhiraj
Team Leader – Operations
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Competencies
Extensive experience managing customer interactions, quality assurance, and escalations across various sectors.
Proven ability to meet and exceed sales targets through coaching, strategic planning, and process optimization.
Skilled in team leadership, KPI monitoring, process improvement, and compliance across diverse operational environments.
Dedicated to developing high-performing teams via regular coaching, performance reviews, and motivational strategies.
Experienced in streamlining workflows, reducing TAT, and enhancing service quality through data-driven approaches.
Education
Summary
Results-driven professional with extensive expertise in customer service, sales, and operations across BFSI and telecom sectors. Proven track record in exceeding targets, optimizing processes, and leading high-performing teams.
Key Achievements
- Consistently achieved 110-125% of sales targets through strategic planning and coaching at Policy Bazaar.
- Reduced TAT by 20% and improved resolution accuracy in banking support operations at Tech Mahindra.
- Led life insurance sales and servicing operations, enhancing policy issuance and customer retention under IRDAI compliance.
- Directed high-volume credit card sales campaigns in UAE, ensuring compliance and managing escalations effectively.
- Managed large sales teams delivering consistent insurance targets and driving cross-sell initiatives at Andromeda BPO.
Experience
Team Leader – Operations
Lead and managed a team of customer service and sales support executives handling customer interactions for Godrej Properties.. Monitored team performance against key KPIs including customer satisfaction (CSAT), quality scores, productivity, conversion rates, and service levels.. Conducted regular coaching sessions, feedback discussions, and performance reviews to improve agent effectiveness and customer experience.. Managed customer escalations and ensured timely resolution of complex issues while maintaining service quality standards.. Coordinated with Quality, Training, Operations, and Business stakeholders to drive process improvements and operational excellence.. Prepared daily, weekly, and monthly performance reports and shared actionable insights with management.
Team Leader – Insurance Sales & Operations
Lead sales and service teams handling insurance policies, renewals, and customer escalations.. Achieved 110–125% monthly sales targets through structured sales planning and team coaching.. Improved lead-to-conversion ratio by 22% by enhancing pitch quality and objection handling.. Govern end-to-end email escalations, ensuring SLA and regulatory compliance.. Conduct root cause analysis (RCA) to reduce repeat complaints and cancellations.. Developed performance dashboards tracking sales KPIs, CSAT, TAT, and productivity.. Delivered continuous training on product knowledge, compliance, and ethical selling.
Team Leader – Email & Banking Support Operations
Managed high-volume banking email processes ensuring SLA and quality adherence.. Optimized queue management, reducing TAT by 20%.. Conducted quality audits and coaching to improve resolution accuracy.. Collaborated with stakeholders to streamline workflows and reporting.
Senior Team Leader – Life Insurance Sales & Banking Operations
Led life insurance sales and servicing operations under strict IRDAI compliance.. Managed lead allocation, sales tracking, and documentation verification.. Improved policy issuance and customer retention rates through quality governance.. Trained teams on insurance products, sales ethics, and regulatory standards.
Senior Team Leader – UAE Credit Card Sales (Banking Process)
Directed UAE credit card outbound sales campaigns.. Ensured compliance with UAE banking and audit standards.. Managed high-value customer interactions and escalations.. Implemented daily performance governance to improve productivity.
Senior Team Leader – Term Insurance Sales
Managed a 32-member sales team delivering term insurance targets.. Drove cross-sell and upsell initiatives to increase premium value.. Conducted regular coaching, call audits, and performance reviews.
Senior Customer Service Executive – Telecom Sales Support
Handled high-volume customer queries, complaints, and escalations.. Identified upsell opportunities and contributed to revenue growth.. Maintained high service quality and customer satisfaction.