Baljeet Singh
NISM XV Certified Equity Research Analyst I Financial Modelling and Valuation I The Valuations School I Swing Trader I Technical Analysis I CFA L1 Candidate
- Role
- Team Leader at TP
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Baljeet Singh
A detail-oriented and analytical professional with experience in customer service and…
Experience
Team Leader
Mar 2025 — Present · Noida, IN
Managing a team of 35 associates, driving operational efficiency, quality, and customer satisfaction KPIs through close monitoring and performance coaching. Skilled in balancing people leadership with data-driven insights using Excel and reporting tools.Key Responsibilities:Managing overall team performance for 35 members including attendance, shrinkage, and adherence tracking.Preparing and maintaining daily, weekly, and monthly Excel reports to monitor performance metrics and identify improvement areas.Handling client escalations with prompt resolution and maintaining SLAs.Conducting quality audits and providing actionable feedback to improve FCR (First Call Resolution) and CSAT (Customer Satisfaction).Organizing regular huddles, performance reviews, and motivational sessions to enhance agent engagement and efficiency.Collaborating with other departments to streamline workflows and ensure smooth process transitions.Driving ownership, consistency, and accountability within the team through structured leadership and mentoring.Key Highlights:Successfully improved FCR and CSAT scores through focused performance coaching.Reduced shrinkage percentage through efficient schedule adherence and team motivation strategies.Recognized for consistent delivery on KPIs and maintaining high operational standards.
Education
CFA Institute
Financial Planning and Services
JAGRAN COLLEGE OF ARTS, SCIENCE & COMMERCE, JUHI,
Bachelor of Commerce - BCom, Business/Commerce, General
The Valuation School
Equity Research, Investments and Securities
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