AVINASH GATLA
Hyderabad
Summary
Performance-driven BPO and customer operations professional with 8+ years of experience across team leadership, voice/chat support, telecom and logistics customer service. Most recently led a 30-member BPO operations team at Tatwa Technologies, with responsibility for daily performance, SLA/KPI tracking, productivity, quality, workforce coordination, escalations, client communication and team coaching. Strong hands-on exposure to AHT, occupancy, utilization, shrinkage, attrition, roster adherence and floor management. Targeting Team Lead, Operations Team Lead and Assistant Manager - Customer Support/Operations opportunities.
Overview
3
3
Languages
12
12
years of professional experience
Work History
Team Lead
Tatwa Technologies
02.2024 - 09.2026
- Led a 30-member BPO operations team and managed day-to-day floor performance, staffing, queue monitoring and service delivery.
- Owned SLA/KPI, productivity, AHT, occupancy, utilization, shrinkage, attrition and schedule-adherence tracking; published operational reports and followed up on gaps.
- Handled customer and process escalations, coordinated with Quality and support functions, and communicated operational updates and risks to clients/stakeholders.
- Conducted skill checks, case allocation, coaching and performance follow-ups to improve productivity, quality and case closure.
- Managed voice and chat operations across multiple campaigns/LOBs while balancing live inflow, pendency, escalations and manpower constraints.
Customer Support Professional
Routematrics Logistics Pvt Ltd (Verbiz UniTrade Pvt Ltd)
02.2020 - 05.2023
- Handled customer queries through phone, email and chat regarding delivery status, delays, cancellations, rerouting and other shipment exceptions.
- Coordinated with logistics partners, warehouse teams, vendors and delivery agents to resolve issues and improve service reliability.
- Maintained records and reports for delayed/cancelled shipments and supported root-cause analysis for recurring issues.
Customer Support Executive
ACT Fibernet
11.2017 - 06.2018
- Handled inbound customer calls for internet connectivity, billing, plan upgrades and first-level technical troubleshooting.
- Raised service requests and escalated unresolved issues to Level 2/concerned teams while maintaining SLA and customer-service standards.
Senior Customer Support Executive
Atcis Technology
09.2014 - 10.2017
- Handled escalated DTH/Telecom customer issues including pack activation, signal and device-pairing problems.
- Managed priority service requests, escalation logs and follow-ups, acting as a bridge between customers, support teams and management.
Education
XIIth / Intermediate - Telugu Medium
01-2008
Xth - Telugu Medium
01-2006
Skills
Team Leadership & Coaching
BPO Operations
SLA & KPI Management
Productivity Improvement
AHT / Occupancy / Utilization
Shrinkage & Attrition Control
Roster & Workforce Coordination
Floor / Real-Time Operations
Customer Escalations
Quality & Performance Management
Client / Stakeholder Communication
Voice & Chat Support
RCA / Process Improvement
Reporting & MIS
CAREER TARGET
- Team Lead
- Operations Team Lead
- Customer Experience Team Lead
- Assistant Manager – Customer Support/Operations
- WFM/RTA Operations Lead
Disclaimer
Note: Experience is presented from the dated employment history in the supplied resume. Add measurable achievements (e.g., SLA %, productivity %, CSAT, AHT reduction, shrinkage/attrition improvement) wherever you can substantiate them.
Timeline
Team Lead
Tatwa Technologies
02.2024 - 09.2026
Customer Support Professional
Routematrics Logistics Pvt Ltd (Verbiz UniTrade Pvt Ltd)
02.2020 - 05.2023
Customer Support Executive
ACT Fibernet
11.2017 - 06.2018
Senior Customer Support Executive
Atcis Technology
09.2014 - 10.2017