Headline

Senior Associate (Data & Operations) @ Teleperformance | Analyzing Performance Metrics

About

As a Senior Associate (Data & Operations) at Teleperformance, I contributed to monitoring and optimizing key performance indicators, including AHT, CSAT, and NPS, by developing and maintaining Excel-based dashboards. I worked closely with cross-functional teams, leveraging data analysis techniques such as Pivot Tables and VLOOKUP to generate actionable insights and support process improvements. My efforts enabled better decision-making and operational efficiency across support operations. Currently pursuing a Bachelor of Technology in Computer Science at Maharishi University of Information Technology, I aim to transition into a data-driven role that leverages my expertise in performance metrics and data analysis. I am motivated by opportunities to transform data into meaningful insights that empower organizations to align their strategies with measurable goals.

Location

Uttar Pradesh

Work experience

Senior Associate (Data & Operations) at Teleperformance, Jan 2023 - Oct 2024 · 1 yr 10 mos, Chennai, Tamil Nadu, India, • Developed and maintained Excel dashboards to monitor operational KPIs including AHT, CSAT, NPS, ticket volume, and resolution rate • Analyzed performance data to identify trends, bottlenecks, and improvement opportunities across support operations • Created weekly and monthly performance reports for internal stakeholders to support data-driven decision-making • Used Pivot Tables, VLOOKUP/XLOOKUP, and formulas to clean, summarize, and analyze large datasets • Supported process improvements that contributed to improved resolution rates and operational efficiency • Worked closely with cross-functional teams to interpret data insights and align on performance goals

Customer Support Associate at Teleperformance, Apr 2022 - Jan 2023 · 10 mos, Chennai, Tamil Nadu, India, • Handled inbound and outbound customer interactions while meeting SLA and quality benchmarks • Documented customer issues and contributed data for performance and quality analysis • Maintained high customer satisfaction scores through effective communication and issue resolution • Gained hands-on exposure to customer metrics and support operations workflows

Education

Bachelor of Technology, Computer Science, maharishi university of information technology

Higher secondary education(12th standard), PCM, N.S. Intermediate College