Divyabh Sharma
Indore
Summary
Results-oriented Team Leader with over 4 years in BPO and customer support, including experience as a Tier 3 Agent and SME. Expertise in managing high-volume operations, enhancing customer satisfaction, and mentoring teams. Strong leadership skills in issue escalation and conflict resolution, driving performance improvements and fostering client relationships.
Overview
6
6
years of professional experience
Work History
Team Leader
Starwalk Services Pvt. Ltd.
Indore
06.2026 - Current
- Lead and manage a team of customer support associates, ensuring achievement of key performance indicators (KPIs) including CSAT, productivity, quality, attendance, and SLA adherence.
- Conducted coaching sessions, performance reviews, and feedback discussions to enhance team engagement and effectiveness.
- Monitor daily operations, manage escalations, and drive process compliance to ensure service excellence.
- Prepared performance reports, tracked team metrics, and implemented action plans to meet operational goals.
- Collaborated with cross-functional teams to address customer concerns and enhance overall customer experience.
Tier 3 Agent / SME / Team Leader Apprentice
TaskUs
Indore
09.2023 - 06.2026
- Generated over $100,000 in revenue through effective customer engagement, retention, and upselling strategies.
- Served as SME and mentor, facilitating onboarding, training, and performance improvements across 10+ batches.
- Guided new hires in process knowledge, quality standards, and customer handling best practices to enhance service delivery.
- Supported Team Leaders in performance tracking, provided floor support, escalated issues, and contributed to operational reporting.
- Managed high-volume customer interactions for the Vivint chat process, resolving complex security system-related concerns.
- Handled 30–35 customer chats daily while maintaining high quality and customer satisfaction scores.
- Received acknowledgment for demonstrating leadership skills, process expertise, and consistent performance.
Chat Support Executive
Teleperformance
Indore
12.2020 - 08.2021
- Provided chat support for Instacart customers, resolving order-related issues, processing refunds, and addressing account queries to enhance customer experience.
- Achieved high customer satisfaction ratings through timely and accurate issue resolution, fostering customer loyalty.
- Met and exceeded productivity, quality, and service-level targets, contributing to overall team performance.
Education
Master of Business Administration (MBA) -
Institute of Business Management And Research
Indore01-2020
Bachelor of Commerce (B.Com) -
Institute of Professional Studies
Indore01-2017
Skills
- KPI tracking
- Reporting metrics
- Process compliance
- Service quality management
- Escalation handling
- Team management
- Coaching and mentoring
- Conflict resolution
- Customer management
- Communication skills
- Rapport building
Accomplishments
Achieved Top Revenue Generator award for two consecutive financial years (FY 2024 & FY 2025) through outstanding customer engagement, retention, and upselling performance.
Timeline
Team Leader
Starwalk Services Pvt. Ltd.
06.2026 - Current
Tier 3 Agent / SME / Team Leader Apprentice
TaskUs
09.2023 - 06.2026
Chat Support Executive
Teleperformance
12.2020 - 08.2021
Master of Business Administration (MBA) -
Institute of Business Management And Research
Bachelor of Commerce (B.Com) -
Institute of Professional Studies