Vikrant Dadwal
Operations Team Leader
Mohali
Summary
Strategic Team Leader with 1.5 years of experience in technical support operations and IT sales, managing a team of 20 agents. Expertise in SLA management, MIS reporting, quality monitoring, and performance coaching. Committed to enhancing operational efficiency and team performance, seeking to transition into Project Manager role.
Overview
2
2
Certifications
2
2
years of professional experience
Work History
Operations Team Leader - Norton (GEN)
Teleperformance
05.2025 - Current
- Guided the team on cross-selling and upselling premium Norton SaaS suites (like Norton 360 and Identity Theft Protection), implementing floor incentives that led to a 30% increase in team sales conversion rates.
- Managed and mentored a team of 20 Customer Support and SaaS Sales Associates, driving continuous improvement in core metrics, including CSAT, FCR, and AHT.
- Monitored real-time queue management and service-level agreements (SLAs), dynamically adjusting staffing alignments to reduce abandonment rates during high-volume spikes.
- Served as highest point of floor escalation for complex technical security issues, subscription disputes, and high-value customer grievances, ensuring swift resolutions and enhancing brand loyalty.
- Analyzed daily, weekly, and monthly operational reports to identify trends in customer pain points, system bugs, and agent performance, delivering actionable insights to campaign managers.
Customer Care Representative - Norton ( GEN )
Teleperformance
05.2024 - 05.2025
- Resolved complex antivirus, malware, and digital security issues for global users, enhancing customer satisfaction and trust in services.
- Adept at combining technical troubleshooting with value-based upselling and retention strategies to maximize customer lifetime value, and reduce churn.
- Proven ability to diagnose software conflicts, manage subscription and billing inquiries, and deliver empathetic support in fast-paced BPO environments.
- Diagnosed software conflicts, managed subscription and billing inquiries, and delivered empathetic support in fast-paced BPO environments, improving customer retention.
- Logged customer interactions and documented technical bugs in CRM and ticketing systems, facilitating collaboration with tier-2 support teams for efficient issue resolution.
Education
Bachelor of Science - Mathematics
Panjab University
Chandigarh, India 04.2001 -
Skills
Team Leadership & People Management
SaaS sales
Client relationship management
Escalation Management
SLA compliance
Process Optimization
Data Analysis & Trend Reporting
MIS Reporting & Dashboards
Advanced MS Excel
Microsoft Power BI
Root Cause Analysis (RCA)
Scheduling Management
Certification
Google Project Management
Timeline
Operations Team Leader - Norton (GEN)
Teleperformance
05.2025 - Current
Customer Care Representative - Norton ( GEN )
Teleperformance
05.2024 - 05.2025
Bachelor of Science - Mathematics
Panjab University
04.2001 -