About
Customer operations and sales leader with 5+ years of experience across telecom, BPO and customer service environments. Leads omnichannel teams with ownership of conversion, revenue, retention, customer satisfaction, KPI governance and coaching.
Experience
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Team Leader - Chat SalesBT GroupNov 2025 – Present
Manage a 16-member Chat Sales team, driving day-to-day sales performance and customer experience. Own core KRAs across conversion, revenue, retention, customer feedback and customer satisfaction. Review performance against business KPIs and coach team members on sales effectiveness, customer interactions and improvement opportunities. Drive a balanced focus on commercial outcomes, compliance and customer experience across chat sales interactions.
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Deputy Manager / Manager - OperationsISON XPERIENCES PVT LTDApr 2024 – Oct 2025
Directed operations for 150 associates, supported by 10 Team Leaders, 6 SMEs, 2 Trainers, 4 Quality Analysts and 1 MIS Executive. Owned performance governance across Service Level, AHT, Quality, NPS, Shrinkage, sales conversion and attrition. Managed SLA governance, client reporting and escalations, using recurring reviews to identify service and productivity gaps. Led voice, chat, email and outbound tele-sales operations while balancing customer experience, efficiency and revenue outcomes.
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Assistant Manager - OperationsISON XPERIENCES PVT LTDAug 2023 – Mar 2024
Led 60 associates, supported by 4 Team Leaders and 2 SMEs across voice, chat, email and outbound sales. Managed Service Level, AHT, Quality, NPS and Shrinkage through structured reviews, coaching and performance reporting. Strengthened sales conversion and customer experience while maintaining SLA compliance across multi-channel support.
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Team LeadISON XPERIENCES PVT LTDJun 2022 – Jul 2023
Managed 15 associates across voice, chat, email and outbound sales. Monitored AHT, Quality/CQ Score, NPS, Shrinkage, FCR, sales, conversion and attrition against service targets. Delivered performance coaching to improve customer handling and cross-sell/upsell effectiveness.
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Process Trainer - Airtel Mobility & Broadband | Customer Service Representative - AirtelBPO CONVERGENCEApr 2021 – May 2022
Joined as a Customer Service Representative and handled Airtel customer queries for the first five months. Promoted to Process Trainer and facilitated training batches for Airtel Mobility and Broadband processes. Delivered process knowledge, customer-handling guidance and operational readiness support to new and existing team members. Helped learners understand product and process requirements through structured sessions, knowledge checks and coaching.
Education
- 2023
Skills
Tools / apps / platforms
Courses & certifications
- PS1 Certified · BPO Convergence
- Manager Development Program India · BPO Convergence
- Influential Leadership · BPO Convergence
- Lean · BPO Convergence
🎯 Hobbies & interests
- Travelling
- Thriller Movies
- Reading