Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages Known
Websites
Timeline
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Jeryl Israel

Brookings

Summary

Results-driven Operations Team Lead at Intouch CX Ltd, with a strong track record of driving performance, quality, and efficiency in fast-paced BPO environments. Experienced in leading cross-functional teams, setting clear KPIs, and delivering measurable outcomes aligned with client expectations. Proven expertise in coaching agents, streamlining workflows, and improving key metrics such as AHT, CPH, and quality scores. Adept at managing escalations, analyzing operational data, and implementing continuous improvement strategies. Known for fostering a collaborative team culture, ensuring compliance, and delivering high customer satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

TEAM LEADER-OPERATIONS

IntouchCX India Pvt Ltd
10.2023 - 04.2025
  • Established an open and professional relationship with team members for the quick resolution of various issues.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Mentored and guided employees to foster the proper completion of assigned duties.
  • Monitored time and attendance, enforcing compliance with company procedures.
  • Assisted in the recruitment of new team members, hiring the highest qualified to build a team of top performers.

SENIOR QUALITY ANALYST

IntouchCX India Pvt Ltd
08.2022 - 10.2023
  • Analyzed quality and performance data to support operational decision-making.
  • Used Google Data Studio, Power BI, etc., to create presentations, flowcharts, and graphs detailing data analysis results.
  • Developed and maintained quality assurance procedure documentation.
  • Collaborated with management to provide training on improved processes, and assisted with the creation and maintenance of quality training.
  • Created and revised procedures, checklists, and job aids to reduce errors.
  • Successfully conducted a calibration session with the client and internal teams.

QUALITY ANALYST

Sykes India Pvt Ltd
07.2019 - 08.2022
  • Analyse in-process materials, environmental samples, stability samples, raw materials and finished goods on a routine basis as well as when non-routine analysis are required
  • Visually inspect finished products for imperfections or other problems
  • Document testing procedures, inventory forms, data capture forms, and equipment logbooks.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions
  • Monitored KPIs to proactively address bottlenecks and quality issues

Education

Intermediate -

Telangana Open School Society
Secunderabad
10-2018

Bachelor of Commerce -

St Marys Degree College (ECIL)
Secunderabad
03-2018

Diploma - Hardware and Networking

CMTES
Secunderabad
03-2013

High School -

Samaritans High School
Hyderabad
03-2010

Skills

  • MS Suite
  • Windows 7,8,10,11 & Linux
  • Adaptable to any professional environment
  • Creative & Hardworking
  • Leadership
  • Attention to Detail
  • Decision-Making & Multitasking Abilities
  • Interpersonal Communication
  • Problem Solving
  • Critical thinking
  • Collaboration & Team Work
  • Employee evaluation
  • Quality assurance

Affiliations

  • Actively involved as a Bass Singer in a range of national and international ensemble events.
  • Engaged in community service at the mission coffeehouse run by the First Lutheran Church, Brookings, SD
  • Badminton Enthusiast – Engaged in regular play to develop focus, agility, and competitive spirit.
  • Passionate about capturing landscapes and wildlife through nature photography

Accomplishments

  • Best performer award as a technical support for AT&T process

Certification

  • Google Data Analytics
  • Google Project Management

Languages Known

English
Professional
Hindi
Professional
Tamil
Limited
Telugu
Limited

Timeline

TEAM LEADER-OPERATIONS

IntouchCX India Pvt Ltd
10.2023 - 04.2025

SENIOR QUALITY ANALYST

IntouchCX India Pvt Ltd
08.2022 - 10.2023

QUALITY ANALYST

Sykes India Pvt Ltd
07.2019 - 08.2022

Intermediate -

Telangana Open School Society

Bachelor of Commerce -

St Marys Degree College (ECIL)

Diploma - Hardware and Networking

CMTES

High School -

Samaritans High School

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Jeryl Israel