Nelluri Muralidhar
Operations Team Leader
Kuala Lumpur
Summary
Results-driven Operations Team Lead offering top-level skills in customer service, conflict management and safety oversight. Excellent decision-making talents with self-motivated and hardworking nature.
Overview
6
6
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Operations Team Leader
Concentrix Kuala Lumpur
03.2024 - Current
- Supervised a team of 18 CSRs handling global clients across
different markets on Meta platforms. - Consistently exceeded monthly KPIs including AHT, CSAT, SLA and Quality Support Score.
- Delivered accurate and timely performance feedback, conducted weekly 1:1 coaching, and implemented structured improvement plans, resulting in a 28% increase in KPI attainment among underperforming quartiles.
- Monitored and analyzed daily operational metrics; implemented corrective actions improving TAT by 18%.
- Handled critical escalations efficiently, ensuring timely resolutions while maintaining CSAT above 80% and SLA compliance, even during high-pressure scenarios.
- Developed and distributed performance reports (daily/weekly/monthly), identifying trends and providing strategic recommendations with RCA that improved team efficiency by 25%.
- Boosted team engagement and morale through structured daily briefings, monthly team connection sessions, and peer recognition programs, leading to a 17% reduction in attrition and 40% internal promotion within the team.
- Liaised directly with the client to ensure alignment of goals and communicate process improvement opportunities.
- Collaborated cross-functionally with Training, WFM and Quality teams to identify key pain points, drive metric improvement initiatives, and adapt strategies based on real-time data and seasonal shifts.
- Interviewed and hired candidates during a major ramp-up of 300 employees, conducting 5–6 interviews daily and selecting top talent to build high-performing teams.
Customer Service Team Leader
Think & Learn Pvt Ltd
05.2021 - 01.2024
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Led team of 15 specialists, fostering positive and collaborative work environment.
- Provided guidance, coaching, and mentorship to team members, resulting in improved performance and employee satisfaction.
- Streamlined processes, reduced inefficiencies by 50%
- Implemented performance metrics, resulted in 40% increase in team productivity.
- Conducted regular staff meetings to discuss customer service issues and potential solutions
Advisor II
Think & Learn Pvt Ltd
09.2019 - 05.2021
- Provided exceptional customer service through inbound/outbound calls, addressing inquiries related to payments, loans, charges/fees, interest rates, and rewards.
- Took ownership of customer issues, resolving conflicts, managing expectations, and building positive relationships.
- Demonstrated analytical skills in problem-solving, making quick and effective decisions on behalf of customer.
- Collaborated with cross-functional teams to enhance customer experience and streamline processes.
- Managed over 200 inbound/outbound customer calls on daily basis.
Education
MBA - Marketing And Operations
Ramaiah Institute of Management Studies
Bangalore, India04-2017
Bachelor of Commerce - Accountancy
Gauhati University
Assam, India 04.2001 -
Skills
Presentation skills
Regulatory compliance
Quality controls
Customer relations
Team Training
Performance monitoring
Task delegation
Scheduling coordination
Root-cause analysis
KPI tracking
Team building
Audit reporting
Certification
Https://certificates.simplicdn.net/share/4688322.pdf
Timeline
Operations Team Leader
Concentrix Kuala Lumpur
03.2024 - Current
Customer Service Team Leader
Think & Learn Pvt Ltd
05.2021 - 01.2024
Advisor II
Think & Learn Pvt Ltd
09.2019 - 05.2021
Bachelor of Commerce - Accountancy
Gauhati University
04.2001 -
MBA - Marketing And Operations
Ramaiah Institute of Management Studies
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