Avinash Arora
New Delhi
Summary
Dynamic professional with extensive experience at Teleperformance, excelling in non-voice operations and team leadership. Proven track record in KPI tracking and performance assessment, driving quality improvements and achieving high customer satisfaction. Adept at coaching and mentoring teams, leveraging advanced reporting skills to enhance operational efficiency.
Overview
9
9
years of professional experience
Work History
Assistant Manager - Non Voice (EasyJet Airlines Process)
Teleperformance
09.2025 - Current
- Managed non-voice operations for the EasyJet Airlines process.
- Oversaw multiple teams and team leaders to achieve quality, AHT, SLA, productivity, shrinkage, and attrition targets.
- Drove team engagement and retention strategies while implementing performance improvement initiatives.
- Handled high-level escalations and coordinated with stakeholders to maintain service excellence.
- Analyzed MIS, dashboards, and performance trends to identify gaps and implement corrective actions.
Team Leader - Non Voice (American Airlines - Chat Support)
Teleperformance
10.2023 - 08.2025
- Led a 25-member non-voice chat support team for the American Airlines process.
- Owned and drove key KPIs including CSAT (87%), Quality (85%), and AHT improvement to 747 seconds, ensuring advisors consistently met defined targets.
- Established performance expectations for advisors, aligning team with process benchmarks to enhance accountability.
- Monitored daily productivity, SLA adherence, and KPI trends to identify gaps and drive improvements.
- Conducted regular coaching, feedback sessions, and corrective action plans to improve individual and team performance.
- Resolved customer and business escalations promptly, ensuring effective resolution of passenger concerns to maintain service standards.
- Compiled and presented performance MIS and dashboards to management, facilitating informed decision-making and strategic planning.
Subject Matter Expert (SME) - Non Voice (American Airlines - Chat Support)
Teleperformance
06.2023 - 09.2023
- Delivered real-time process and policy support to enhance agent performance in American Airlines chat support.
- Collaborated with team leaders to assess and improve quality and productivity metrics.
- Facilitated new joiner training and provided on-floor support for timely query resolution.
Senior Customer Support Executive - Non Voice (American Airlines - Chat Support)
Teleperformance
04.2022 - 06.2023
- Resolved passenger inquiries via chat support, delivering accurate information to enhance travel experiences.
- Assisted passengers with bookings, changes, and cancellations, addressing travel-related concerns to facilitate smooth journeys.
- Maintained high service quality and customer satisfaction by adhering to service level agreements.
Senior IPRO - Direct Sales
Channel Play (Apple)
01.2017 - 01.2020
- Achieved and exceeded sales targets through effective communication and product knowledge.
- Managed direct sales operations for Apple products, enhancing customer experience through personalized service.
- Cultivated and strengthened customer relationships, driving repeat business and loyalty.
- Ensured accurate sales records and compliance with brand and process guidelines, supporting operational integrity.
- Supported new joiners through on-the-job guidance and product training.
Education
Bachelor of Commerce -
Recognized University
India01.2014
Skills
- Non-Voice Operations Handling
- KPI Tracking
- Performance Assessment
- Quality Audits
- Process Compliance
- MS Excel
- Advanced Reporting
- Python
- SQL
- Basic Programming Knowledge
- Team Leadership
- Workforce Management
- Coaching
- Mentoring
- Motivation
- Escalation Handling
- Client Communication
Additional Information
English, Hindi
Open To Rotational Shifts
Yes
Certifications And Technical Skills
- Diploma in Python Programming
- Diploma in SQL / Database Management
- Data Handling & Reporting
Notice Period
60 days (Negotiable)
Timeline
Assistant Manager - Non Voice (EasyJet Airlines Process)
Teleperformance
09.2025 - Current
Team Leader - Non Voice (American Airlines - Chat Support)
Teleperformance
10.2023 - 08.2025
Subject Matter Expert (SME) - Non Voice (American Airlines - Chat Support)
Teleperformance
06.2023 - 09.2023
Senior Customer Support Executive - Non Voice (American Airlines - Chat Support)
Teleperformance
04.2022 - 06.2023
Senior IPRO - Direct Sales
Channel Play (Apple)
01.2017 - 01.2020
Bachelor of Commerce -
Recognized University