---
title: "Upasana Mishra - Assistant Manager in Pune/Pimpri-Chinchwad Area | Tal"
description: "Meet Upasana Mishra, Immediate Join|Assistant Manager | Operations & Team Leadership | 7+ Years Experience | Ex-Concentrix | Open to Managerial Roles based in Pune/Pimpri-Chinchwad Area."
image: "https://tal.club/meet/upasana-mishra/share-image"
---

# Upasana Mishra on Tal

## Headline

Immediate Join\|Assistant Manager \| Operations & Team Leadership \| 7\+ Years Experience \| Ex\-Concentrix \| Open to Managerial Roles

## About

I began my career at Amazon supporting India and North America customers, building a strong foundation in customer experience and problem\-solving\. I then joined Concentrix as a Technical Advisor, progressed to Subject Matter Expert, and grew into an Assistant Manager role through consistent performance and leadership impact\. I led North America case inventory operations, driving SLA governance, backlog control, and escalations while collaborating closely with cross\-functional teams across Operations to improve performance and customer outcomes\. Throughout my journey, I’ve been recognized with multiple awards for leadership, operational excellence, and team impact\. Having successfully delivered results and built high\-performing teams, I am now seeking managerial opportunities in Customer Support, Technical Support, or CX Operations where I can create measurable business impact\.

## Location

Pune/Pimpri\-Chinchwad Area

## Work experience

Assistant Manager at Concentrix, Aug 2019 \- Jan 2026 · 6 yrs 6 mos, Pune District, Team Leader July 2024 – January 2026 Case Management Leader – NA Region Promoted based on consistent high performance to lead end\-to\-end NA email and chat support operations for Dell Technologies\. Managed cross\-functional teams of 20\+ agents and 10\+ case mentors and SEM’s , driving improvements in SLA, productivity, quality, and CSAT\. Oversaw workforce planning, escalation management, and process optimization to reduce backlog and improve resolution timelines\. Delivered WBR/MBR insights while collaborating with Training, Quality, and Operations to enhance overall customer experience\.

Senior Subject Matter Expert at Concentrix, Oct 2021 \- Jun 2024 · 2 yrs 9 mos, Pune, Maharashtra, India, October 2021 – June 2024 Promoted based on strong technical expertise and consistent KPI performance Acted as primary escalation point for complex technical concerns Conducted knowledge\-sharing sessions and floor support for advisors Selected for leadership pipeline and succession planning Shadowed Team Leader responsibilities before official promotion Supported performance management initiatives and quality improvement strategies

Technical advisory at Concentrix, Aug 2019 \- Sep 2021 · 2 yrs 2 mos, Pune, Maharashtra, India, Technical Advisor August 2019 – September 2021 Hired as Technical Advisor delivering voice/chat technical support Maintained high CSAT and SLA adherence Consistently achieved targets in AHT, FCR, and Quality metrics Recognized for strong troubleshooting skills, leading to promotion in October 2021

Customer Operations Manager at Concentrix Technology Services \| Dell Account, Aug 2019 \- Jan 2026 · 6 yrs 6 mos, Promoted to Case Management Leader \(NA region\) based on performance and leadership\. Managed end\-to\-end operations for NA voice, chat & email support\. Led teams of 20 agents \+ 10\+ SMEs/Case Mentors\. Improved productivity, quality scores, case metrics, and CSAT\. Managed workforce planning, staffing, scheduling, and SLA adherence\. Conducted performance reviews, coaching, and skill development sessions\. Implemented process improvements reducing backlog and improving TAT\. Owned escalation management for high\-impact customer issues\. Collaborated with Training, Quality, and Ops for workflow optimization\. Delivered WBR/MBR with insights, risks, and action plans\.

Customer Service Associate at Amazon, Jul 2018 \- Apr 2019 · 10 mos, India, Hired directly from college to support North America \(NA\) and India processes across chat, email, and voice channels\. Delivered high\-quality customer service by resolving inquiries efficiently while maintaining SLA adherence and strong customer satisfaction scores\. Demonstrated strong communication skills, adaptability, and the ability to handle diverse customer interactions in a fast\-paced environment\.

## Education

Bachelor of Engineering \- BE, Information Technology, St\. Vincent Palloti College of Engineering and Technology, Wardha road

Bachelor of Engineering, Information Technology, St\. Vincent Pallotti College of Engineering & Technology

[View the original profile](https://tal.club/meet/upasana-mishra)

```json
{
  "@context": "https://schema.org",
  "@graph": [
    {
      "@type": "Person",
      "@id": "https://tal.club/meet/upasana-mishra#person",
      "name": "Upasana Mishra",
      "url": "https://tal.club/meet/upasana-mishra",
      "image": "https://tal.club/meet/upasana-mishra/profile-photo.jpg",
      "description": "Meet Upasana Mishra, Immediate Join|Assistant Manager | Operations & Team Leadership | 7+ Years Experience | Ex-Concentrix | Open to Managerial Roles based in Pune/Pimpri-Chinchwad Area.",
      "jobTitle": "Assistant Manager",
      "worksFor": {
        "@type": "Organization",
        "name": "Concentrix"
      },
      "hasOccupation": {
        "@type": "Occupation",
        "name": "Assistant Manager"
      },
      "homeLocation": {
        "@type": "Place",
        "name": "Pune/Pimpri-Chinchwad Area"
      },
      "alumniOf": [
        {
          "@type": "EducationalOrganization",
          "name": "St. Vincent Palloti College of Engineering and Technology, Wardha road"
        },
        {
          "@type": "EducationalOrganization",
          "name": "St. Vincent Pallotti College of Engineering & Technology"
        }
      ],
      "mainEntityOfPage": {
        "@id": "https://tal.club/meet/upasana-mishra#webpage"
      }
    },
    {
      "@type": "ProfilePage",
      "@id": "https://tal.club/meet/upasana-mishra#webpage",
      "url": "https://tal.club/meet/upasana-mishra",
      "name": "Upasana Mishra on Tal",
      "description": "Meet Upasana Mishra, Immediate Join|Assistant Manager | Operations & Team Leadership | 7+ Years Experience | Ex-Concentrix | Open to Managerial Roles based in Pune/Pimpri-Chinchwad Area.",
      "dateModified": "2026-06-10T13:55:53.786Z",
      "isPartOf": {
        "@id": "https://tal.club/#website"
      },
      "mainEntity": {
        "@id": "https://tal.club/meet/upasana-mishra#person"
      },
      "primaryImageOfPage": {
        "@type": "ImageObject",
        "url": "https://tal.club/meet/upasana-mishra/profile-photo.jpg",
        "contentUrl": "https://tal.club/meet/upasana-mishra/profile-photo.jpg",
        "caption": "Upasana Mishra profile photo on Tal"
      },
      "inLanguage": "en-IN"
    }
  ]
}
```