Saba Indire
Summary
Dynamic and results-driven Team Manager / STM with proven expertise in leading high-performing teams, driving operational efficiency, and enhancing customer experience. Skilled in performance management, process optimization, compliance, and digital strategy, with a track record of implementing initiatives that improve KPIs and customer satisfaction. Adept at mentoring, data-driven decision-making, and cross-functional collaboration
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Team Manager
Foundever Poland
02.2024 - 10.2025
- Led and mentored 6–10 Team Managers (10–20 agents each), driving high-quality service delivery and operational excellence
- Championed continuous improvement initiatives, applying Lean Six Sigma principles to streamline workflows and boost efficiency
- Conducted SWOT analyses, identified improvement areas, and executed SMART action plans to optimize team performance
- Oversaw ticket reviews, workload distribution, and SLA/KPI compliance across multiple teams and clients expectations
- Managed escalations, performed RCA and implemented corrective actions to ensure long-term resolution
- Acted as the primary POC for stakeholders, vendors, account managers, and third-party partners, ensuring seamless collaboration
- Coached and developed Team Managers to enhance leadership capability, performance, and career growth
- Maintained SOPs and process documentation, ensuring accuracy and alignment with orgtanazational standards
- Designed and delivered training programs, performance reviews, and improvement strategies to strengthen capabilities
- Presented weekly, monthly, and quarterly business reviews (WBR, MBR, QBR) to clients and senior leadership
Team Manager
Foundever Poland
01.2023 - 02.2024
- Led a customer service team of 10–20 agents, handling 500+ daily tickets across phone, email, chat, and community channels
- Oversaw end-to-end customer service operations, including ticket reviews, customer feedback analysis, social/community interactions, and managed escalations for high-risk cases, VIP clients, and legal enforcement matters
- Monitored and optimized KPIs (QA, CSAT, AHT, NPS, FCR, SLA, CPH absenteeism, ticket volume, and response times) to exceed service goals
- Developed, implemented, and enforced SOPs, macros, escalation rules, and quality standards, ensuring consistency and efficiency across all processes
- Delivered regular coaching and performance reviews, identifying skill gaps, boosting agent productivity, and ensuring SLA compliance
- Organized structured team routines (weekly stand-ups, monthly meetings, one-to-one coaching), strengthening communication and alignment
- Spearheaded process improvement initiatives, streamlining workflows and improving customer satisfaction scores
- Fostered a motivating and supportive work environment, resulting in high team morale, strong collaboration, and consistent performance delivery
Senior Compliance Associate
Amazon
12.2021 - 01.2023
- Ensured regulatory compliance and maintained accuracy of product documentation across multiple categories.
- Evaluated product safety measures before marketplace publication, safeguarding customer trust and reducing compliance risks
- Designed and delivered training programs for compliance associates, enhancing team knowledge and performance
- Implemented process improvements to boost efficiency, product quality, and customer experience
- Actively tested and trained AI automation tools for compliance workflows, supporting innovation and improving operational speed
- Maintained strict adherence to SOPs and regulatory guidelines, ensuring consistency and operational accuracy
- Reported and escalated violations of rules, regulations, and policies, recommending corrective and investigative actions where required
Education
MBA - IT Projects Management
WSB
Gdansk Bachelor of Science - International Business Management
WSB Torun
TorunBachelor of Science - Civil Engineering Technology
Dilla University
Skills
- Team Leadership & Coaching Performance Management SLA Compliance
- Operations & Process Optimization Customer Experience & Service Excellence
- Data Visualization & Reporting IT Ticket Management Salesforce, SAP Concur, ADP Payroll
- Strong Communication Emotional Intelligence Cross-Cultural Team Management
Certification
- Lean Six Sigma Foundations | Six Sigma White Belt | Root Cause Analysis | AI automation fosundamental
- SQL Server Fundamentals | Google Sheets Essential | Excel Fundamentals | SAP
- Developing Emotional Intelligence | Effective Listening | Time Management
- Managing Generation Z | Delegating Tasks | Critical Thinking & Problem Solving
- Communication with Emotional Intelligence | Motivating Teams | Mindfulness | inclusive & Diversity
Languages
English
Bilingual or Proficient (C2)
Polish
Elementary (A2)
Timeline
Senior Team Manager
Foundever Poland
02.2024 - 10.2025
Team Manager
Foundever Poland
01.2023 - 02.2024
Senior Compliance Associate
Amazon
12.2021 - 01.2023
MBA - IT Projects Management
WSB
Bachelor of Science - International Business Management
WSB Torun
Bachelor of Science - Civil Engineering Technology
Dilla University
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