Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Awards
Languages
Personal Information
Timeline
Generic
Abhishek Gupta

Abhishek Gupta

Gurugram

Summary

Dynamic Project Manager with a proven track record at OYO, driving €2M annual revenue and achieving 40% new supply growth. Expert in strategic planning and cross-functional collaboration, I enhance customer experience and operational efficiency through innovative process improvements and effective team leadership. Committed to delivering results and fostering continuous improvement.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Project Manager(Customer Service & Supply)

OYO
Gurugram
10.2023 - Current
  • Global Call Center Vendor Manager - managing multi-regional teams across India and Europe.
  • Led high-performing teams, improving CSAT, NPS, and FCR, while reducing escalations by 15%.
  • Implemented process improvements and digital tools (CRM, automation) to cut response times and boost efficiency.
  • Enhanced customer retention through proactive support, achieving 13% loyalty and repeat business growth.
  • Award-winning leadership with proven ability to motivate, mentor, and build engaged customer service teams.
  • Led remote Business Development team for EU markets generating €2M annual revenue.
  • Drove supply growth in Germany: €2M per month in revenue, a 10% increase in portfolio growth, and a 40% increase in new supply.
  • Established centralized operations, reduced costs by 50%, and set up backup teams in India for EU operations.
  • Revamped CX operations and SOPs, reduced refunds by 50%, and improved guest satisfaction by 20%.
  • Boosted revenue by 33% and cut costs by 25% via automation and process enhancements.
  • Managed in-house teams focused on customer satisfaction and sales, and participated in recruitment activities.

Sr. Team Coach(Operations Manager)

Policybazaar.com
Gurugram
12.2020 - 10.2023
  • Led 200+ employees across BPO verticals; collaborated cross-functionally with HR, IT, Finance, QA.
  • Improved KPIs (CSAT, FCR, AHT): 15% efficiency increase, 10% cost reduction.
  • Maximized revenue generation and managed budgets, reducing operating costs by 20%.
  • Acted as primary client contact ensuring SLA adherence and client retention.
  • Implemented training and mentorship programs enhancing performance and workforce retention.
  • Ensured compliance with regulations and SLAs, safeguarding data and operations.
  • Provided coaching, corrective actions, and tracked team performance.

Team Leader Operations(Operations Team Lead)

Aegis Customer Support Services Pvt. Ltd.
Gurugram
12.2018 - 10.2020
  • Oversaw team performance, training, and achievement of objectives.
  • Handled rostering, manpower planning, shrinkage, and attrition control.
  • Prepared WBRs/MBRs for client reviews showcasing progress.
  • Mentored employees, boosting performance and retention.
  • Ensured SLAs by monitoring traffic, implementing corrective actions.
  • Supervised quality assurance and training processes.
  • Participated in recruitment and analyzed traffic reports.

Performance Specialist(Quality Team Lead)

MattsenKumar LLC
Jaipur
06.2017 - 10.2018
  • Managed quality performance, audits, and process improvements.
  • Developed training materials to support staff in achieving performance goals.
  • Facilitated workshops to educate teams on best practices for performance enhancement.
  • Implemented feedback mechanisms to gather insights from staff on process improvements.
  • Administered training on audit procedures and regulations compliance to integrate new employees.
  • Advised senior managers on best practices in managing team performance.

Quality Analyst

Teleperformance India
Jaipur
06.2015 - 06.2017
  • Conducted quality audits and provided actionable insights for improvement.
  • Analyzed data trends to identify areas for process improvement.
  • Trained team members on quality standards and inspection techniques.
  • Maintained detailed records of inspections and audits for reporting purposes.
  • Conducted root cause analysis to investigate the source of problems in production process.
  • Implemented corrective actions when necessary to improve overall product quality.
  • Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.

Education

B.Tech. - Mechanical Engineering

Rajasthan Technical University
Kota
01.2015

Skills

  • Customer Relationship Management
  • Conflict Resolution
  • Market Analysis
  • Budget Management
  • Change Management
  • Cross-Functional Collaboration
  • Innovation and Adaptability
  • Project Management
  • Problem-Solving
  • Data-Driven Decision Making
  • Strategic Planning
  • Stakeholder Engagement
  • Revenue Growth Strategies
  • Risk Management
  • Quality Assurance
  • Sales Strategy and Negotiation
  • Continuous Improvement
  • Training and Development
  • Customer Experience Enhancement
  • Technology Integration
  • Process Improvement
  • Performance Metrics Analysis
  • Sales Strategy Development
  • Team Leadership
  • Operational Efficiency
  • MS Office
  • SQL

Websites

Certification

Lean Six Sigma Green Belt (Trained & Tested)

Accomplishments

  • Transition Management: Established backend teams in India and guest-facing teams in Romania (OYO).
  • Increased process efficiency by 20% (Policybazaar.com).
  • Improved client satisfaction by 25% through proactive engagement (OYO).
  • Achieved 15% reduction in operational costs (Policybazaar.com).
  • Increased FCR by 20% (Aegis).
  • Reduced AHT by 15% (Aegis).
  • Boosted CSAT by 15% (Policybazaar.com).
  • Raised quality scores by 18% (Policybazaar.com).

Awards

  • People Champion Award - OYO
  • Best Team Award - OYO
  • Best Manager Award - Policybazaar.com
  • Best TL Award - Aegis
  • Diamond Award - MattsenKumar LLC

Languages

  • Hindi
  • English
  • Learning German

Personal Information

Date of Birth: 09/05/93

Timeline

Project Manager(Customer Service & Supply)

OYO
10.2023 - Current

Sr. Team Coach(Operations Manager)

Policybazaar.com
12.2020 - 10.2023

Team Leader Operations(Operations Team Lead)

Aegis Customer Support Services Pvt. Ltd.
12.2018 - 10.2020

Performance Specialist(Quality Team Lead)

MattsenKumar LLC
06.2017 - 10.2018

Quality Analyst

Teleperformance India
06.2015 - 06.2017

B.Tech. - Mechanical Engineering

Rajasthan Technical University

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Abhishek Gupta