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
Team Collaboration
Customer Relationship Management
Masters in Business Analyst
Excellent Written and Verbal Communication skills
Microsoft office Tools
Analytical thinking
Leadership
Tableau Knowledge
Complaint resolution
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