Payal Shinde
Team Lead
Dombivali
Summary
Goal-focused individual seeking a leadership role with a thriving, growing company to apply management, leadership and motivational skills when overseeing a team of professionals and working toward a common goal to increase productivity.
Overview
8
8
years of professional experience
12
12
years of post-secondary education
3
3
Languages
Work History
Team Lead
Sterling
05.2024 - Current
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Team Handling, Managing SLA, Preparing Daily Schedule of the Team, Predicting the Daily Volume, Managing Shrinkage & Attrition, Preparing SOD & EOD Reports, Preparing Daily, Weekly & Monthly status, Audits, Handling Client & Candidate Escalations, Error Feedback & Email Notification, Monthly, Quarterly & Yearly Performance Discussion, Incentive Planning, OT-DT Tracker
Process Lead
Sterling
05.2022 - 05.2024
- Optimized resource allocation, ensuring the right personnel were assigned to appropriate tasks for maximum output.
- Coordinated cross-functional teams to ensure smooth workflow and timely execution of projects.
- Delivered quality assurance by enforcing strict adherence to established guidelines and conducting regular inspections.
- Team Handling Preparing,Training Modules Scheduling with training plan. Training New joiners refresher. Preparing monthly PKT. Quality audits along with error identification & Feedback Preparing accordingly. Publishing productivity & error reports daily.
Specialist
Sterling
01.2020 - 05.2022
- Worked as a Public Records Specialist II at Sterling for Criminal Records background check. Prepared Training Modules for new joiners.
- Followed all company policies and procedures to deliver quality work.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
Customer Service Executive
TBSS
03.2018 - 12.2019
- Worked as customer service executive at Tata business support services, Thane for electronics returns department.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
Trainee Technician
RCF
10.2016 - 10.2017
- Completed 1 year apprenticeship from Rashtriya Chemical and Fertilizers, Mumbai.
- Assisted senior technicians in complex troubleshooting tasks for improved system functionality.
Education
Diploma in Chemical Engineering -
SMIT College
Jalgaon, India06.2016
SSC -
Maharashtra State Board of Technical Education
Nashik 04.2001 - 04.2013
Skills
Performance monitoring
Timeline
Team Lead
Sterling
05.2024 - Current
Process Lead
Sterling
05.2022 - 05.2024
Specialist
Sterling
01.2020 - 05.2022
Customer Service Executive
TBSS
03.2018 - 12.2019
Trainee Technician
RCF
10.2016 - 10.2017
SSC -
Maharashtra State Board of Technical Education
04.2001 - 04.2013
Diploma in Chemical Engineering -
SMIT College
Interests
- Cooking
- Gardening
- Dancing
- Writing
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