Edwin Dmello
Team Leader – BPO Operations
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About
Results-driven Team Leader – BPO Operations with over 15 years of experience in customer service and operations management through webchat, calls, and email channels. Proven ability to lead high-performing teams, enhance customer satisfaction, and maintain SLA and quality compliance. Recognized for driving process improvements, building strong client relationships, and fostering a culture of continuous learning and excellence.
Experience
Team Leader – Operations - WNS Global Services Pvt Ltd.
(2010-06 - 2025-11)
- Lead a team of 20+ associates handling multi-channel customer support (Webchat, Calls, and Emails) for a leading utility client.
- Ensure daily SLA and quality compliance while maintaining strong client relationships.
- Conduct performance reviews, coaching sessions, and Performance Improvement Plans (PIPs) for underperformers.
- Prepare and present Weekly and Monthly performance reports for stakeholders.
- Oversee capacity planning, resource management, and training needs identification.
- Implement process improvements to enhance efficiency and customer satisfaction.
- Maintain process documentation and facilitate knowledge updates across the team.
- Foster a positive work culture that motivates staff and reduces attrition.
- Achieved 100% SLA adherence for quality and turnaround metrics.
- Improved Customer Satisfaction (CSAT) scores through enhanced coaching and feedback.
- Recognized for excellence in client engagement and process improvement initiatives.
Sales Executive - Anand Rathi Securities Ltd.
(2008-01 - 2009-01)
- Managed client onboarding for Demat accounts and online trading platforms.
- Conducted product demonstrations and handled customer queries.
- Achieved consistent monthly account-opening targets through strategic engagement.
Customer Acquisition Executive - ICICI Bank Ltd.
(2006-01 - 2007-04)
- Responsible for current account sales and customer acquisition.
- Met clients to explain banking products and resolve service issues.
- Consistently met account-opening targets while maintaining customer satisfaction.
Education
Bachelor of Commerce - B Com - Savitribai Phule University of Pune
