My Professional Journey

My career in customer support began in 2019 as a Customer Support Executive at Teleperformance. What started as learning the fundamentals of customer service has evolved into a passion for team leadership and operational excellence. I've progressively grown through hands-on experience, always focusing on how data and strategic thinking can drive meaningful improvements.

Currently serving as Assistant Manager, I lead a dynamic team while continuously seeking ways to enhance both customer satisfaction and team performance through innovation and process optimization.

Logic Meets Empathy

I believe in logical problem-solving while understanding that empathy is crucial in customer service - think Spock's logic combined with human understanding. Like my heroes Spock and Sheldon Cooper, I prefer to stay logical and believe there's a reason for everything. If something isn't going well, there's always a logical explanation and solution.

This approach has served me well in both personal and professional settings, allowing me to analyze situations objectively while maintaining the human connection that's essential in customer service.

Passions & Future Vision

Beyond work, I'm deeply fascinated by AI development and its potential to transform how we work and live. I believe AI isn't a job replacement but a companion tool - just like the industrial and computer revolutions, adaptation is key.

I love spending hours researching topics I'm curious about, whether it's science, technology, or motorcycles. Based in the beautiful city of Jaipur, I'm always open to new challenges, remote opportunities, and roles where I can combine my love for analytics, process optimization, and team leadership.

My riding philosophy mirrors my work approach: enjoy the journey, stay alert to the road ahead, and always be ready for the next adventure.

Assistant Manager – Customer Care

Teleperformance • Mar 2022 – Present

• Lead and coach a high-performing team of 12+ support associates
• Designed innovative analytics tools that reduced workforce shrinkage by 15%
• Create comprehensive reports and dashboards using Salesforce CRM
• Drive SLA compliance and CSAT improvement through strategic initiatives
• Conduct regular QA reviews and personalized coaching sessions

Subject Matter Expert – Customer Support

Teleperformance • Jul 2021 – Feb 2022

• Streamlined complex workflows, reducing AHT by 18%
• Provided expert-level escalation support and team mentoring
• Contributed to internal process training and knowledge base development
• Improved first-contact resolution rates through strategic guidance
• Mentored new team members and facilitated skill development programs

Customer Support Executive

Teleperformance • Dec 2019 – Jun 2021

• Built strong customer service fundamentals through direct interactions
• Focused on empathetic communication and effective root cause resolution
• Collaborated with cross-functional teams to enhance customer experience
• Maintained consistently high performance metrics and customer satisfaction
• Actively participated in process improvement initiatives

Shrinkage Prediction Tracker

Key Achievement • Improved efficiency by 15%

Engineered a comprehensive analytics solution that transformed workforce scheduling efficiency. This innovative data-driven tool leverages predictive modeling to forecast and reduce workforce shrinkage, resulting in optimized resource allocation and significant cost savings.

Behavioral Assessment Framework

Key Achievement • Enhanced team collaboration

Developed a comprehensive behavioral assessment tool that revolutionized team communication and collaboration dynamics. This strategic initiative significantly improved team cohesion, reduced interpersonal conflicts, and contributed to enhanced customer service delivery.

Workflow Optimization Initiative

Key Achievement • Reduced AHT by 18%

Led a transformative process optimization project that streamlined customer support workflows. This comprehensive initiative involved systematic analysis of existing processes, identification of critical bottlenecks, and implementation of strategic improvements that maintained service quality while boosting efficiency.

Education

Bachelor of Commerce (B.Com)
S.D. Govt. College, Beawar, Rajasthan • 2018 – 2021

Focused on business fundamentals, analytical thinking, and foundational knowledge that supports my current role in operations management and data analysis.

Core Competencies