AKSHAY KUMAR GOYAL
Delhi ,
Summary
Team Lead – Customer Service and Operations with 10 years of experience across health insurance, insurance, and recruitment/internet domains, specializing in customer service operations, team leadership, SLA management, and customer experience excellence. Proven track record of managing high-performing teams, driving operational efficiency, and delivering consistent results in fast-paced environments. Strong expertise in escalation management, performance analytics, process improvement, MIS reporting, and cross-functional collaboration, with demonstrated success in achieving 97% CSAT, 96% SLA adherence, and a 30% reduction in customer escalations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Lead – Customer Service & Operations
PB Fintech
Gurgaon
05.2025 - Current
- Leading and mentoring a 25-member customer service team within the health insurance domain, ensuring high service quality, compliance, and operational efficiency.
- Driving end-to-end customer service and operations, ensuring adherence to SLAs, quality benchmarks, and business processes.
- Consistently achieving 97% Customer Satisfaction (CSAT) and 96% SLA adherence through performance monitoring, coaching, and continuous improvement initiatives.
- Reduced customer escalations by 30% by implementing structured escalation management, root cause analysis, and preventive action plans.
- Handling high-priority customer escalations and complex insurance-related queries, ensuring timely and effective resolutions.
- Monitoring key KPIs including CSAT, SLA, FCR, AHT, Quality Scores, Productivity, and Escalation Trends to drive operational excellence.
- Conducting regular team huddles, one-on-one coaching sessions, refresher trainings, and performance reviews to enhance team capability and engagement.
- Collaborating with Quality, Training, Operations, Product, and Stakeholder teams to streamline processes and improve overall customer experience.
- Preparing and analyzing daily, weekly, and monthly MIS reports, providing actionable insights to senior management.
Deputy Manager – Customer Service Operations
Info Edge India Ltd
Noida
04.2016 - 03.2025
- Managed 12 FTEs within the customer service operations function, driving performance, productivity, and service quality.
- Led customer service operations for the recruitment and internet domain, ensuring SLA adherence and customer satisfaction.
- Conducted Training Need Analysis (TNA) initiatives, resulting in a ~32% reduction in senior management complaints compared to the previous fiscal year.
- Reduced team error percentage by 50% through regular refresher trainings, quality audits, and structured feedback mechanisms.
- Improved overall Quality Assurance scores by 3.23% through process adherence, audits, and coaching.
- Designed and implemented an Auto Survey Trigger via Microsoft 365 CRM, enabling customer feedback collection across nearly all in-scope clients.
- Implemented enhancements in the IVR (Interactive Voice Response) system, leading to a 3% reduction in inbound call volume.
- Conducted DSAT analysis, helping the team improve CSAT scores by 7% above baseline.
- Worked closely with Product, Sales, Marketing, and IT teams to resolve customer issues related to products, policies, and processes.
Education
Bachelor of Technology (B.Tech) - Electronics & Communication Engineering
GGSIP University
Delhi01.2014
Skills
- Customer service operations
- Team leadership and people management
- SLA and CSAT management
- Escalation and complaint management
- Process improvement and optimization
- Performance metrics (CSAT, SLA, FCR, AHT)
- Training, coaching, and TNA
- Mis and data analysis
- Stakeholder and cross-functional management
- Quality and compliance management
- MS Excel (advanced)
- Power BI
- Microsoft 365 CRM
- IVR systems
- Mis and reporting dashboards
- CSAT and quality analytics
- Process documentation and SOPs
Certification
- Lean Six Sigma Yellow Belt Certification, 04/01/25
- New Manager: The Basics and More of Being a Great Leader, 04/01/23
- Advanced Excel Certification, 04/01/22
- Beginner Excel Certification, 04/01/22
- Quality Training – 7 Tools of Quality, 04/01/24
Additional Information
Strong leadership, analytical, and stakeholder management skills, Experienced in managing large teams in high-volume customer service environments, Domain expertise in Health Insurance, Insurance Operations, and Online Recruitment Platforms
Technical And Functional Skills
- MS Excel (Advanced)
- Power BI
- Microsoft 365 CRM
- IVR Systems
- MIS & Reporting Dashboards
- CSAT & Quality Analytics
- Process Documentation & SOPs
Timeline
Team Lead – Customer Service & Operations
PB Fintech
05.2025 - Current
Deputy Manager – Customer Service Operations
Info Edge India Ltd
04.2016 - 03.2025
Bachelor of Technology (B.Tech) - Electronics & Communication Engineering
GGSIP University