Headline

Operations Team Leader | BPO Operations | People Management | SLA | CSAT | AHT | Quality | Productivity | Client Escalation | TELUS International

About

Operations Team Leader with 9+ years of experience in Customer Service, Travel BPO, E-commerce, and Operations Management. I specialize in building high-performing teams, improving operational efficiency, and delivering exceptional customer experiences in fast-paced environments. Throughout my career, I have consistently delivered measurable improvements in Productivity, Quality, CSAT, SLA, AHT, Shrinkage, and Attrition through data-driven decision-making, structured coaching, and process optimization. My expertise includes people management, stakeholder communication, client escalation handling, KPI management, performance coaching, SMART goal setting, GROW coaching, audit readiness, AML/KYC compliance, and continuous process improvement. I am passionate about developing people, building a culture of accountability, and achieving sustainable business results. Currently, I am seeking opportunities as a Team Leader or Assistant Manager where I can leverage my leadership experience, operational expertise, and passion for people development to drive business growth and operational excellence.

Location

Greater Delhi Area

Work experience

Operations Team Lead at TELUS Digital, Jul 2022 - May 2026 · 3 yrs 11 mos, Noida, Uttar Pradesh, India, • Lead and manage a team to consistently achieve SLA, Quality, Productivity, CSAT, AHT, and Shrinkage targets. • Coach, mentor, and develop team members through regular feedback, one-on-one sessions, and performance improvement plans. • Analyze operational metrics, identify performance gaps, and implement data-driven process improvements. • Handle client escalations and collaborate with cross-functional stakeholders to ensure service excellence. • Conduct quality audits, RCA, and action plans to improve team performance and customer experience. • Drive employee engagement, attendance management, and attrition control while maintaining a high-performance culture. • Ensure compliance with AML/KYC guidelines, internal policies, and operational standards.

Team Leader at Cogent E Services, Oct 2021 - Jun 2022 · 9 mos, On-site, Managed customer support operations for BharatPe merchants, resolving queries related to payments, settlements, QR codes, transactions, and merchant accounts. Delivered excellent customer service while consistently meeting SLA, Quality, AHT, and CSAT targets. Investigated and resolved payment-related issues with a strong focus on first-call resolution. Collaborated with internal teams to ensure timely resolution of merchant escalations. Maintained accurate case documentation and ensured compliance with process guidelines and quality standards. Demonstrated strong problem-solving, communication, and stakeholder management skills in a fast-paced environment. Contributed to improved customer satisfaction through effective issue resolution and process adherence.

Team Leader at NSB BPO Solutions Pvt.Ltd., Feb 2021 - Jul 2021 · 6 mos, On-site, Managed real-time highway emergency assistance operations. Ensured service continuity in a high-pressure, 24x7 environment. Improved response efficiency by ~30% through workforce discipline and shift planning.

Team Leader at Startek, Mar 2019 - Sep 2020 · 1 yr 7 mos, Delivered 30–40% MoM improvement across Productivity, Quality, CSAT, and AHT. Increased CSAT from 5 to 8 using structured coaching models. Awarded Best Team Leader – Attrition (Company-wide). Implemented buddy-up and mentoring programs to stabilize performance

Customer Service Representative at Startek, Jul 2017 - Sep 2019 · 2 yrs 3 mos, Supported seller and logistics operations at a zonal level. Guided sellers on pricing, policy compliance, and operational best practices.

Education

Bachelor's degree, Behavioral Sciences, Swami Vivekanand Subharti University (SVSU), Meerut

10th, cbse