Abhisarika Gupta
Jaipur
Summary
Dynamic and performance-driven Team Leader with over 6 years of experience in operations management, sales leadership, and client servicing across multinational and educational organizations. Conducted regular quality reviews, KPI tracking, and performance coaching to maintain accuracy, customer satisfaction, and productivity. Proven expertise in leading high-performing teams, driving process efficiency, and achieving consistent KPI and revenue growth. Demonstrated success in boosting operational productivity by 30%, improving customer satisfaction to 95%, and increasing team output by 28% through strategic coaching and process improvement. Skilled in performance management, CRM analytics, quality assurance, and cross-functional collaboration. Adept at motivating teams, streamlining workflows, and delivering data-driven results in fast-paced, target-oriented environments. Committed to fostering a culture of excellence, accountability, and continuous improvement.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
Process Team Leader
WNS
Gurgaon
04.2024 - 06.2025
- Led a cross-functional team of 15+ associates, driving consistent achievement of sales and operational KPIs through effective coaching and performance monitoring, ensuring accurate case handling, SLA adherence, and quality outcomes.
- Oversaw end-to-end case management, including document review, data validation, and compliance checks in line with defined policies and procedural standards.
- Streamlined sales and operational workflows, improving process efficiency and reducing turnaround time by 30%. Implemented data-driven strategies to boost lead conversion and enhance client engagement, resulting in a 20% increase in revenue.
- Oversaw end-to-end process management, ensuring 100% compliance with organizational standards, SLAs, and client requirements.
- Designed and executed team training modules focused on sales techniques, product knowledge, and service excellence—raising team productivity by 28%. Conducted regular performance reviews, set measurable goals, and developed improvement plans to enhance individual and team output.
- Collaborated with marketing, finance, and operations teams to ensure smooth coordination and alignment with business objectives.
- Resolved customer escalations promptly, achieving a 95% satisfaction rate through quick issue resolution and personalized service.
Senior Operations Associate
WNS
Gurgaon
02.2023 - 03.2024
- Leading operations in a multinational business process management company. Cooperated with project partners to develop system analysis and new system design based on client specifications.
- Planned, executed, and optimized Google Ads campaigns across Search, Display, Shopping, Video, and App networks. Conducted keyword research, competitor analysis, and audience targeting to maximize campaign ROI.
- Collaborate with business and IT groups to establish short-term and long-term goals.
- Implemented A/B testing on ads and landing pages to enhance campaign effectiveness. Boosted company efficiency and customer satisfaction by eliminating inefficient processes.
- Created and maintained a thorough quality management system. Delivered clear, actionable observations and offered targeted recommendations for business improvement.
- Managed customer verification and operational cases in a multinational BPM environment, ensuring adherence to regulatory, compliance, and quality standards.
- Performed case analysis, documentation checks, and data validation using prescribed systems to ensure accuracy and policy alignment.
Assistant Team Leader
TimesPro
Gurgaon
12.2021 - 01.2023
- Conducted departmental information sessions, or major fairs. Assisted Sales Team Leader in driving revenue growth, achieving individual and team sales targets consistently.
- Supervised and mentored sales representatives, improving performance, productivity, and target achievement.
- Supported in developing and executing sales strategies, promotional campaigns, and lead generation initiatives.
- Managed client relationships, resolved escalations, and ensured high levels of customer satisfaction and retention.
- Conducted performance reviews and training sessions to enhance product knowledge, sales techniques, and customer engagement skills.
- Supported team operations involving customer interaction, documentation review, and CRM updates to ensure service accuracy and compliance.
- Assisted in monitoring KPIs, quality scores, and turnaround times, ensuring consistent performance against targets.
Lead Academic Co-ordinator
TimesPro
Gurgaon
04.2020 - 11.2021
- Led and mentored a team of academic counsellors and support staff, ensuring seamless delivery of academic operations and superior student engagement.
- Streamlined academic workflows, resulting in a 25% improvement in process efficiency and enhanced coordination between departments.
- Oversaw the end-to-end student lifecycle — from enrolment and onboarding to progress tracking and retention — maintaining a 95% student satisfaction rate.
- Collaborated with sales, operations, and faculty teams to align academic strategies with institutional and business goals.
- Led teams handling multi-channel customer communication, ensuring consistency, clarity, and service quality.
Senior Academic Counsellor
Unacademy
Gurgaon
06.2018 - 03.2020
- Displayed an interest in student development. Identified student strengths and weaknesses. Maintained updated reports on student progress.
- Maintained accurate records of student interactions in CRM / MIS systems, ensuring data accuracy and timely reporting.
- Developed customized learning and career plans for students, including support for standardized tests, competitive exams, and higher education applications.
- Managed high-volume customer interactions, maintaining accurate records and ensuring data completeness in CRM systems.
- Reviewed customer information and supporting documents to ensure accuracy and policy compliance. Delivered consistent, empathetic customer support while maintaining quality and turnaround benchmarks.
Education
Bachelor of Arts - Psychology
University of Rajasthan
Jaipur04-2018
Skills
- Process management
- Data validation
- Sales strategy
- Workflow optimization
- Quality assurance
- Customer relationship management
- Client service
- Overtime management
- SOP adherence
- Deadline management
- Onboarding and orientation
- Quality improvement
- Complaint resolution
- Process improvement
- Coaching and mentoring
- Verbal and written communication
- Cross-functional collaboration
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Certification
Operations Management Assessment, Extract, Transform and Load Data in Power BI
Timeline
Process Team Leader
WNS
04.2024 - 06.2025
Senior Operations Associate
WNS
02.2023 - 03.2024
Assistant Team Leader
TimesPro
12.2021 - 01.2023
Lead Academic Co-ordinator
TimesPro
04.2020 - 11.2021
Senior Academic Counsellor
Unacademy
06.2018 - 03.2020
Bachelor of Arts - Psychology
University of Rajasthan