Message

Bindiya Gopinath

With over two decades of experience as a Team Lead, I have honed my leadership skills to effectively guide and motivate teams towards success. My expertise lies in creating a positive work environment, fostering collaboration, and inspiring team members to reach their full potential. I possess strong communication, problem-solving, and decision-making skills that have enabled me to drive projects to completion and exceed goals. My track record of successful team management and proven ability to adapt to changing environments make me a valuable asset in any organization.

Key Skills

People Management Skills
Integrity
Leadership skills
Decision making
Attention to Detail

Professional Experience

May 2022
Oct 2023
Team Lead - Non Voice Chat & Email -JIO FIBER
Reliance SMSL Limited Mumbai, IN
  • Managed a team of 15 non-voice chat/email agents at Reliance SMSL Limited.
  • Ensured all customer inquiries and issues were handled promptly and efficiently through chat and email channels.
  • Developed and implemented training programs to improve agents' communication skills and product knowledge.
  • Monitored team performance and provided regular feedback to help agents meet and exceed performance targets.
  • Utilized my strong eye for detail and integrity to ensure all customer interactions were handled with accuracy and professionalism.
May 2021
Mar 2022
Customer Service Team Lead - ZOMATO CHAT PROCESS
TELEPERFORMANCE SERVICES PVT LTD Mumbai, IN
  • Managed a team of customer service representatives for the Zomato chat process at Teleperformance Services Pvt Ltd, ensuring high levels of customer satisfaction and retention
  • Implemented training programs and provided ongoing coaching and development to team members to improve performance and customer interaction
  • Collaborated with other team leads and managers to streamline processes and address any customer service issues in a timely manner
  • Utilized strong people management skills to motivate team members, resolve conflicts, and foster a positive and productive work environment
  • Demonstrated excellent teamwork skills by working closely with cross-functional teams to meet and exceed customer service goals and objectives
Aug 2017
Jan 2021
TEAM LEADER -OPERATIONS-ICICI FASTAG
TELEPERFORMANCE SERVICES PVT LTD Mumbai, IN
  • Lead a team of 15 operations executives at ICICI FASTAG project within Teleperformance Services Pvt Ltd
  • Responsible for ensuring smooth operations, resolving customer queries, and meeting performance targets
  • Demonstrated strong adaptability in handling various challenges and changes in project requirements
  • Quickly grasped and implemented new processes and guidelines to improve team efficiency and productivity
  • Mentored team members, provided training on new tools and processes, and monitored performance to drive results
Aug 2009
Jul 2016
TEAM SUPERVISOR -VODAFONE QATAR
INTELENET GLOBAL SERVICES PVT LTD Mumbai, IN
  • Maintained a team of 15 customer service representatives at Vodafone Qatar, ensuring all tasks were completed efficiently and accurately.
  • Provided leadership and guidance to team members, conducting regular performance evaluations and goal-setting exercises.
  • Managed daily operations and monitored KPIs to ensure team met and exceeded targets consistently.
  • Used my flexible language skills in Malayalam and English to effectively communicate with customers and team members, resolving any issues and ensuring customer satisfaction.
  • Collaborated with other departments to streamline processes and improve overall customer service experience.
Dec 2006
Sep 2008
TEAM LEADER- UK BILLING
3 GLOBAL SERVICES PVT LTD. Mumbai, IN
  • Managed a team of 15 billing specialists in the UK billing department at 3 Global Services Pvt Ltd
  • Performed quality assurance checks on billing documents to ensure accuracy and compliance with company policies
  • Provided on-the-job training and coaching to team members to improve their skills and performance
  • Effectively communicated with clients and internal stakeholders to resolve billing issues and ensure customer satisfaction
  • Demonstrated excellent interpersonal communication skills and maintained a neutral accent while interacting with clients and team members
Nov 2001
Sep 2006
Customer Service Representative
Zenta Technologies Pvt Ltd Mumbai, IN
  • Provided exceptional customer service to clients in a timely and professional manner
  • Utilized excellent communication skills to address customer inquiries, resolve issues and provide product recommendations
  • Demonstrated strong grasp of company policies and procedures to accurately assist customers with account management and order processing
  • Collaborated with cross-functional teams to ensure seamless communication and efficient problem-solving for clients
  • Maintained detailed records of customer interactions and feedback to track trends and suggest improvements
Jan 2001
Sep 2001
Client Response Exceutive
Global Tele systems Ltd. Mumbai, IN
  • Responded to client inquiries promptly and professionally, ensuring high levels of customer satisfaction
  • Made outbound calls to sell insurance to UK customers, providing clients with accurate information and provide assistance on queries.
  • Managed client accounts, tracking and updating their details in the company database
  • Participated in training sessions to expand knowledge of products and services offered by the company
  • Utilized excellent communication skills to build rapport with clients and address any issues or concerns they may have

Education

Feb 1997
Jun 1998
BACHELORS DEGREE OF COMMERCE in VIVEK COLLEGE OF COMMERCE & SCIENCE
MUMBAI UNIVERSITY

Achievements

2005
Received the Best Team - ASG TBass Award
I am honored to have been awarded the Best Team ASG TBass Award for developing the Transaction Based Automated Survey System at Zenta Technologies. As the Team Lead, my People Management Skills, Integrity, Leadership skills, Decision making, and Attention to Detail were instrumental in ensuring the success of this project. I am proud of our team's hard work and dedication in achieving this recognition.
2015
I Sparkle Best Performer of the Year
Being recognized as the Sparkle Best Performer of the Year at Teleperformance Global Services Pvt Ltd is a testament to my dedication and commitment to excellence in my role as a Team Lead. My exceptional Interpersonal Communication, People Management, Integrity & Leadership,skills have consistently propelled my team to success. I am proud to have achieved this recognition and look forward to continuing to excel in my role.

Quote

Learning is a continuous process ; no one can stop until you stop learning

APJ Abdul Kalam

Hobbies & Interests

  • I love cooking instant recipes
  • I like watching podcast on occult science

Languages

Malayalam
(Fluent)
English
(Fluent)
Hindi
(Fluent)
Marathi
(Basic)

Career Aspiration

As a Team Lead, I aim to further develop new skills based on the process Iam working for.I look forward to excel in the project that I undertake and align myself with the company goals. My short term career aspiration is to derive maximum output without being biased and with utmost integrity.

Get in touch with Bindiya