Customer Operations & Support Leader with 13+ Years experience in customer service, team management, escalation management, and Process Improvement.
Aktualisiert am 10.06.2026
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 10.06.2026
Verfügbar zu: 100%
davon vor Ort: 100%
Customer Support
Email & chat Support
technical Support
Eskalationsmanagement
Teamleading
Process improvement
Operations Management
People Management
Performance Management
B2B sales
Clientmanagement
English
Fluent
Hindi
Fluent
Punjabi
Fluent
German
Basic / Learning

Einsatzorte

Einsatzorte

Berlin (+10km)
Deutschland
möglich

Projekte

Projekte

2020 ? 2024: Monitored KPIs including CSAT, NPS, AHT, FCR and SLA compliance


Rolle: Senior Team Leader ? Operations

Kunde: Concentrix Daksh Services Pvt. Ltd., India


Aufgaben:

    • Managed 100 customer service agents supporting HP APJ customers.
    • Improved customer satisfaction and reduced complaints by 20%.
    • Monitored KPIs including CSAT, NPS, AHT, FCR and SLA compliance.
    • Led escalation desk and coached team members to improve performance.
    • Implemented communication improvement initiatives increasing sales revenue by 10% per call.

    2017 ? 2020: Conducted calibration sessions and root cause analysis


    Rolle: Quality Analyst

    Kunde: Concentrix Daksh Services Pvt. Ltd., India


    Aufgaben:

      • Audited customer interactions for Uber support operations.
      • Identified quality gaps and improved service performance.
      • Conducted calibration sessions and root cause analysis.

      2015 ? 2017: Increased revenue through strategic account development


      Rolle: B2B Key Account Manager

      Kunde: Concentrix Daksh Services Pvt. Ltd., India


      Aufgaben:

      • Managed corporate telecom clients for Vodafone business solutions.
      • Increased revenue through strategic account development.

      2014 ? 2015: Managed full recruitment lifecycle for Fortune 500 clients


      Rolle: HR Recruiter

      Kunde: Spectraforce Technologies, India

      2011 ? 2014: Provided remote technical support for international customers


      Rolle: Technical Support Engineer

      Kunde: Concentrix Daksh Services Pvt. Ltd., India

      Aus- und Weiterbildung

      Aus- und Weiterbildung

      • MBA ? Human Resources, Punjab Technical University
      • B.Sc ? Information Technology, Punjab Technical University

      Kompetenzen

      Kompetenzen

      Top-Skills

      Customer Support Email & chat Support technical Support Eskalationsmanagement Teamleading Process improvement Operations Management People Management Performance Management B2B sales Clientmanagement

      Produkte / Standards / Erfahrungen / Methoden

      Professional Summary

      Customer Service and Operations Leader with 13+ years of experience in international call center and BPO environments. Experienced in managing teams of up to 100 agents, improving service metrics such as CSAT, NPS, AHT and FCR, and delivering high customer satisfaction. Skilled in customer support operations, escalation management, quality assurance, and team leadership. 


      Key Skills

      • Customer Service Operations
      • Team Leadership & Coaching
      • Customer Success & Escalation Management
      • Quality Assurance & Process Improvement
      • CRM Systems & Reporting
      • B2B Sales & Client Relationship Management
      • Technical Support & Troubleshooting 

      Einsatzorte

      Einsatzorte

      Berlin (+10km)
      Deutschland
      möglich

      Projekte

      Projekte

      2020 ? 2024: Monitored KPIs including CSAT, NPS, AHT, FCR and SLA compliance


      Rolle: Senior Team Leader ? Operations

      Kunde: Concentrix Daksh Services Pvt. Ltd., India


      Aufgaben:

        • Managed 100 customer service agents supporting HP APJ customers.
        • Improved customer satisfaction and reduced complaints by 20%.
        • Monitored KPIs including CSAT, NPS, AHT, FCR and SLA compliance.
        • Led escalation desk and coached team members to improve performance.
        • Implemented communication improvement initiatives increasing sales revenue by 10% per call.

        2017 ? 2020: Conducted calibration sessions and root cause analysis


        Rolle: Quality Analyst

        Kunde: Concentrix Daksh Services Pvt. Ltd., India


        Aufgaben:

          • Audited customer interactions for Uber support operations.
          • Identified quality gaps and improved service performance.
          • Conducted calibration sessions and root cause analysis.

          2015 ? 2017: Increased revenue through strategic account development


          Rolle: B2B Key Account Manager

          Kunde: Concentrix Daksh Services Pvt. Ltd., India


          Aufgaben:

          • Managed corporate telecom clients for Vodafone business solutions.
          • Increased revenue through strategic account development.

          2014 ? 2015: Managed full recruitment lifecycle for Fortune 500 clients


          Rolle: HR Recruiter

          Kunde: Spectraforce Technologies, India

          2011 ? 2014: Provided remote technical support for international customers


          Rolle: Technical Support Engineer

          Kunde: Concentrix Daksh Services Pvt. Ltd., India

          Aus- und Weiterbildung

          Aus- und Weiterbildung

          • MBA ? Human Resources, Punjab Technical University
          • B.Sc ? Information Technology, Punjab Technical University

          Kompetenzen

          Kompetenzen

          Top-Skills

          Customer Support Email & chat Support technical Support Eskalationsmanagement Teamleading Process improvement Operations Management People Management Performance Management B2B sales Clientmanagement

          Produkte / Standards / Erfahrungen / Methoden

          Professional Summary

          Customer Service and Operations Leader with 13+ years of experience in international call center and BPO environments. Experienced in managing teams of up to 100 agents, improving service metrics such as CSAT, NPS, AHT and FCR, and delivering high customer satisfaction. Skilled in customer support operations, escalation management, quality assurance, and team leadership. 


          Key Skills

          • Customer Service Operations
          • Team Leadership & Coaching
          • Customer Success & Escalation Management
          • Quality Assurance & Process Improvement
          • CRM Systems & Reporting
          • B2B Sales & Client Relationship Management
          • Technical Support & Troubleshooting 

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