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Anurag Yadav
Summary
Assistant manager with over 6 years of experience in team leadership and project management. Expertise in process improvement and client relationship management, ensuring high-quality customer service. Proven track record in managing complex tasks while maintaining compliance with operational standards through data-driven insights. Aiming to leverage leadership skills to foster organizational growth and enhance customer service quality.
Overview
6
6
years of professional experience
Work History
Assistant Manager
Teleperformance India Pvt. Ltd.
05.2025 - 04.2026
- Oversaw KPIs of 90 experts and 5 supervisors, ensuring performance goals were met.
- Monitored daily productivity, call volume fluctuations, and floor performance.
- Delivered program performance scorecards and implemented corrective action plans.
- Collaborated with QA to ensure compliance with SOPs and service quality.
- Managed client escalations and acted as operational point of contact.
Team Leader (Supervisor)
Teleperformance India Pvt. Ltd.
05.2022 - 04.2025
- Led a team of 18 agents, ensuring adherence to operational guidelines.
- Conducted root cause analysis and coaching strategies, improving efficiency by 30%.
- Streamlined workflows to consistently achieve revenue and conversion targets.
- Used data analytics to identify underperformance and improve quality scores.
Subject Matter Expert (SME)
Teleperformance India Pvt. Ltd.
08.2021 - 04.2022
- Delivered expert guidance on product-related queries, improving client understanding and satisfaction.
- Handled client/internal escalations, facilitating resolution through effective communication.
- Provided L2 support, resolving technical issues to enhance user experience.
Customer Care Executive
Teleperformance India Pvt. Ltd.
12.2019 - 07.2021
- Assisted customers with inquiries and resolved issues efficiently.
- Resolved customer queries to enhance satisfaction levels.
- Promoted product awareness by upselling and cross-selling to meet customer needs.
- Provided product knowledge to enhance customer understanding and satisfaction.
- Managed customer accounts and updated information in company systems.
Education
B.Tech - Elec. & Comm.
Global Institute of Technology
Jaipur01-2019
12th - Science (CBSE)
St. Anselm's Sr. Sec. School
Bhilwara, Rajasthan01-2015
10th - (CBSE)
St. Anselm's Sr. Sec. School
Bhilwara, Rajasthan01-2013
Skills
- Project management
- Process optimization
- Client relations
- Operations oversight
- Team leadership
- Coaching and mentoring
- Microsoft Office proficiency
- Risk compliance
- Problem solving
- Adaptability
- Data reporting
Accomplishments
- Best Supervisor - Aug '23, Apr '25
- Best Operations Assistant Manager - May '25
Timeline
Assistant Manager
Teleperformance India Pvt. Ltd.
05.2025 - 04.2026
Team Leader (Supervisor)
Teleperformance India Pvt. Ltd.
05.2022 - 04.2025
Subject Matter Expert (SME)
Teleperformance India Pvt. Ltd.
08.2021 - 04.2022
Customer Care Executive
Teleperformance India Pvt. Ltd.
12.2019 - 07.2021
B.Tech - Elec. & Comm.
Global Institute of Technology
12th - Science (CBSE)
St. Anselm's Sr. Sec. School
10th - (CBSE)
St. Anselm's Sr. Sec. School
Languages
- English
- Hindi
Hobbies and Interests
- Music
- Anime Enthusiast
- Cooking
Languages
- English
- Hindi