Abhishek Guleria
Team Leader Operation
Mohali,PB
Summary
Dedicated to fostering organizational goodwill through a structured and disciplined approach to work. Consistently delivers exceptional results by applying hard work and commitment to all responsibilities. Proficient in managing conflicts, ensuring effective resolutions and maintaining a positive work environment.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Team Leader – Operations (Front End)
Teleperformance Pvt. Ltd.
01.2025 - Current
- leading team of support analysts coordinating customer communication through calls
- offering technical assistance to customers for related inquiries.
- employing process tools to troubleshoot issues and optimize team functions.
- supporting team members in on-the-spot problem solving and escalated cases.
- producing in-depth performance and issue-tracking reports through Microsoft Excel.
- Enhancing customer satisfaction by refining processes and optimizing team performance.
- Facilitate ongoing training sessions ensuring team adherence to process policies and updates
Team Leader – Operations (Backend)
Teleperformance Pvt. Ltd.
09.2024 - 01.2025
- Directed team of agents in overseeing order block management, returns, and delivery issues.
- Utilized SAP tools to optimize order management and backend coordination.
- Oversee daily team performance metrics, deliver coaching, and handle escalations.
- enhanced delivery timelines and customer satisfaction through proactive communication with carriers and distribution centers.
Order Support Analyst
Teleperformance Pvt. Ltd.
04.2022 - 09.2024
- Handled unblocking of orders, returns, and delivery coordination through SEMS tools.
- Supported cross-functional teams to ensure seamless customer experience and order fulfillment.
- Processed return and refund requests with accuracy and professionalism.
Customer Support Analyst
Eclerx Pvt. Ltd.
03.2019 - 04.2022
- Provided chat-based support for repairs, troubleshooting, billing, and sales.
- Helped customers with billing inquiries, internet troubleshooting, and seamless support experiences.
- Optimized core support processes to improve business performance and operational agility.
- Supported incident response and technical issue resolution for users.
- Troubleshot software, hardware, and network issues.
Front Office Supervisor & Guest Relations Executive
The Katoch Grand Resort
04.2017 - 01.2019
- Managed front office operations and guest relations activities.
- Ensured a high level of guest satisfaction through personalized service.
- Addressed guest issues and inquiries with professionalism and efficiency.
Education
MBA - undefined
Himachal Pradesh University (HPU)
Shimla01-2018
BBA - undefined
Govt. Degree College
Dhaliara01-2016
12th - undefined
Smt. Indira Gandhi Memorial Public School
Dehra, H.P.01-2013
10th - undefined
Smt. Indira Gandhi Memorial Public School
Dehra, H.P.01-2011
Skills
Team management
client interaction
technical support services
Communication skills
Order processing
Dispute management
Training personnel
Microsoft Office
Process improvement
collaborative team member
Awards & Achievements
Best Employee of the Quarter – Awarded twice at Teleperformance Pvt. Ltd., Actively volunteered in the HP BOARD Athletic Cluster Meet., Awarded for participation in various college-level cultural festivals., Recognized for participation in multiple school-level events.
Certification
Best Team leader
Timeline
Best Team leader
02-2026
Best Team leader
01-2026
Best Team leader
12-2025
Team Leader – Operations (Front End)
Teleperformance Pvt. Ltd.
01.2025 - Current
Team Leader – Operations (Backend)
Teleperformance Pvt. Ltd.
09.2024 - 01.2025
Order Support Analyst
Teleperformance Pvt. Ltd.
04.2022 - 09.2024
Customer Support Analyst
Eclerx Pvt. Ltd.
03.2019 - 04.2022
Front Office Supervisor & Guest Relations Executive
The Katoch Grand Resort
04.2017 - 01.2019
MBA - undefined
Himachal Pradesh University (HPU)
BBA - undefined
Govt. Degree College
12th - undefined
Smt. Indira Gandhi Memorial Public School
10th - undefined
Smt. Indira Gandhi Memorial Public School