Gunjan Saxena

In my current role as a Delivery Manager / Technical Team Manager, I lead a team of Tech Leads and TAC engineers supporting customers for a Splunk-owned SaaS product. My responsibilities and achievements include:

• Leading a team of Tech Leads and TAC engineers to provide exceptional customer support for a Splunk-owned SaaS product. Implementing best practices to improve Customer Satisfaction (CSAT) scores, achieving a target of 95%.
• Enhancing internal performance reports to provide better insights and drive continuous improvement. Implementing industry-standard measures for quality control and compliance to ensure high service standards.
• Focusing on skill enhancement for tenured engineers to foster growth within the organization and reduce attrition. Successfully saved 10% attrition in last quarter.
• Utilizing Salesforce and JIRA to manage and resolve customer cases efficiently.Ensuring that all cases are documented and tracked in JIRA, with appropriate follow-up and resolution.

In my role as an Operations Manager at Sutherland Global Services, I managed two campaigns simultaneously, overseeing a team of trainers, team leaders, QAs, and agents with a headcount of over 80. My responsibilities and achievements include:

• Directed a team of trainers, team leaders, QAs, and agents across two high-profile campaigns.
• Led a content moderation (Trust & Safety) campaign for a major social media platform, consistently achieving a QA score of 98% over a 24-month period.
• Implemented innovative wellness and resilience programs to enhance employee engagement and performance.
• Managed a 24x7 chat and email support campaign for a leading e-commerce client.
• Successfully navigated peak seasons with zero abandoned chats and no SLA violations by instituting comprehensive coaching, typing speed enhancement, customer focus training, regular knowledge assessments, and continuous mock practice sessions.
• Oversaw the complete transition of both campaigns, from recruitment and procurement to the establishment of BAU operations.

In my role as an Operations Manager at TaskUs, I managed a campaign for a leading dating app, overseeing multiple lines of business (LOBs) including email support, Tier 2 (T2) support, Trust & Safety content moderation, and account verification. Key responsibilities and achievements include:

• Directed a team of 120+ FTEs, including team leaders, QA specialists, and agents.
• Achieved quality scores above 95%, exceeding the 90% target in Trust & Safety.
• Maintained 100% compliance with operational guidelines and client requirements.
• Implemented best practices and training programs to enhance team performance.

In my role as a Team Leader at TaskUs, I managed a team of content moderators and quality analysts. My responsibilities and achievements include:

• Led a team of content moderators and quality analysts, ensuring robust coaching and service delivery.
• Consistently achieved the status of the best performing team in the entire campaign.
• Maintained high standards of quality and compliance through continuous monitoring and feedback.
• Implemented effective coaching strategies to enhance team skills and performance.

In my role as a Team Leader at Teleperformance, I managed a team supporting a European online travel agency, handling global customer interactions. My responsibilities and achievements include:

• Directed a team responsible for managing billing, airline bookings, and customer claims using systems like GDS.
• Provided exceptional support for global customers, addressing issues related to failed bookings, flight problems, and other scenarios causing financial losses.
• Maintained high standards of compliance and service quality, ensuring adherence to industry regulations and company policies.
• Ensured effective resolution of customer claims and issues, minimizing financial losses and enhancing customer satisfaction.