Apeaksha Langoo
Operations Team Lead
NEW DELHI
Summary
Customer Operations and Service Delivery Leader with 12+ years of experience in Customer Success, Service Desk, Quality Assurance, Team Leadership, MIS Reporting, and Process Improvement. Proven ability to lead teams of 15+ members, improve SLA compliance, drive CSAT, and manage performance metrics using Excel, Salesforce, dashboards, and QA frameworks. Six Sigma Green Belt and Agile certified professional with strong experience in governance, compliance, stakeholder management, and operational excellence.
Overview
14
14
years of professional experience
5
5
Certificates
Work History
Team Lead – Customer Success Operations
GlobalLogic
01.2022 - Current
- Manage a team of 19 customer support and operations analysts, supporting enterprise clients.
- Achieve and maintain 95%+ SLA and issue resolution rates across multiple customer programs.
- Drive customer satisfaction (CSAT) through proactive escalation management and quality monitoring.
- Implement Agile sprint planning and workload management, increasing productivity by 30%.
- Prepare and present MIS reports, performance dashboards, and trend analysis for senior leadership.
- Use Excel and Salesforce for reporting, ticket tracking, root cause analysis, and customer metrics.
- Lead coaching, performance reviews, training, and mentoring to improve team efficiency and quality.
- Coordinate with the Product, Engineering, QA, and Account Management teams to resolve complex issues.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Certification Manager (Training & Compliance)
GlobalLogic
09.2017 - 12.2021
- Designed and managed onboarding and certification programs for global customer support teams.
- Reduced new-hire ramp-up time by 20% through structured training and assessments.
- Developed standardized training modules ensuring compliance with global policies and audits.
- Monitored training effectiveness using performance data, QA scores, and feedback reports.
- Worked with leadership to align learning programs with business and customer success goals.
- Supported quality audits, documentation, and compliance requirements across regions.
Senior Analyst – Operations & Quality
GlobalLogic
05.2014 - 08.2017
- Performed root cause analysis (RCA) for major service failures and customer escalations.
- Created quality dashboards, SLA trackers, and performance scorecards.
- Achieved 99% SLA compliance by improving monitoring and response processes.
- Led cross-functional war rooms with Product, Engineering, and Support teams.
- Improved CSAT and operational efficiency using Six Sigma and continuous improvement methods.
Trainee Engineer
Rooman Technologies
12.2013 - 05.2014
- Supported IT infrastructure, hardware, and network operations.
- Provided technical troubleshooting and end-user support.
- Assisted in maintaining system uptime and service continuity.
- Attended professional development workshops to continuously update knowledge on industry trends, technologies, and best practices.
- Collaborated with senior engineers on complex projects.
- Designed and implemented quality control processes to facilitate customer satisfaction.
Operations Specialist
HCL Enterprise
04.2012 - 04.2013
- Managed daily service desk and operations workflows.
- Monitored KPIs, SLA, and performance reports.
- Prepared MIS reports for management review.
- Coordinated with technical and customer teams for issue resolution.
- Maintained documentation, compliance, and audit records.
Education
Bachelor of Technology - B.Tech
Chaudhary Devi Lal University
Sirsa, India05-2012
Skills
Customer Operations
Management of service delivery
Service Desk & IT Operations
Quality Assurance (QA)
SLA, CSAT, TAT, KPI Management
MIS Reporting & Dashboards
Excel (Formulas, Pivot Tables, Reporting)
Salesforce CRM
Agile & Scrum
Six Sigma Process Improvement
Certification
Six Sigma Green Belt - Quality Improvement
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Lead – Customer Success Operations
GlobalLogic
01.2022 - Current
Certification Manager (Training & Compliance)
GlobalLogic
09.2017 - 12.2021
Senior Analyst – Operations & Quality
GlobalLogic
05.2014 - 08.2017
Trainee Engineer
Rooman Technologies
12.2013 - 05.2014
Operations Specialist
HCL Enterprise
04.2012 - 04.2013
Bachelor of Technology - B.Tech
Chaudhary Devi Lal University