Summary
Work History
Education
Skills
Timeline
ACCOMPLISHMENTS
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HIMANSHU UPADHYAY

Dehradun,Uttarakhand

Summary

Professional with robust background in process training, adept at enhancing team collaboration and driving results. Excel in curriculum development, training delivery, and performance evaluation. Known for reliability and adaptability in dynamic environments. Strong communication and leadership skills foster productive and motivated team.

Work History

Process Trainer

iLead Auxiliary Services
  • Managed end-to-end Batch Handling, facilitating product, process, and soft skills training for new hires across multiple projects (Cast Heroes, Email, and IBC LOB).
  • Utilized targeted Performance Analysis to identify training gaps and delivered structured Coaching & Feedback Delivery to improve bottom-quartile agent performance.
  • Focused heavily on Customer Experience (CX) enhancement strategies, training agents to master core metrics like AHT (Average Handling Time) and FCR (First Contact Resolution).
  • Collaborated closely with operations for seamless People Management during the transition from the training room to the live production floor.
  • Total Tenure: 6 Years, 3 Months

Quality Assurance (QA) Analyst

iLead Auxiliary Services
Dehradun
  • Conducted rigorous Quality Monitoring & Evaluation and Call Auditing (Voice/Chat/Email) to ensure strict compliance with client SLAs.
  • Headed the Quality Scorecard Management system, leveraging Trend Analysis and Report Preparation to present weekly quality health reports to stakeholders.
  • Led a high-impact Critical Error Reduction Project by driving deep Root Cause Analysis (RCA) and Defect Analysis to pinpoint the top 5 critical QA errors on the floor.
  • Designed and executed Corrective & Preventive Actions (CAPA) that systematically lowered defect rates and drove continuous Process Improvement.
  • Organized and led internal and client-facing Calibration Sessions to eliminate evaluation bias and maintain strict Compliance Monitoring.
  • Monitored operational KPIs (CSAT, FCR, AHT, QA Score) and provided data-backed insights to operational leadership.
  • Total Tenure: 6 Years, 3 Months

Customer Support Executive (Ground Level)

iLead Auxiliary Services
Dehradun
  • Delivered high-quality customer service across multiple lines of business, consistently meeting and exceeding individual QA and CSAT targets.
  • Specialized in Customer Escalation Handling, resolving complex customer issues efficiently while maintaining a low AHT.
  • Gained foundational, hands-on understanding of frontline operations, system workflows, and agent-level challenges.
  • Total Tenure: 6 Years, 3 Months

Education

Bachelor of Commerce - B.Com

Indira Gandhi National Open University

Higher Secondary Education - Class XII - CBSE

SGRR Public School
Dehradun
01-2021

Secondary Education - Class X - CBSE

SGRR Public School
Dehradun
01-2019

Skills

  • Operations & Leadership
  • People Management & Floor Control
  • Batch Handling & Onboarding
  • Customer Escalation Handling
  • KPI Monitoring (CSAT, FCR, AHT, QA Score)

Timeline

Process Trainer

iLead Auxiliary Services

Higher Secondary Education - Class XII - CBSE

SGRR Public School

Secondary Education - Class X - CBSE

SGRR Public School

Quality Assurance (QA) Analyst

iLead Auxiliary Services

Customer Support Executive (Ground Level)

iLead Auxiliary Services

Bachelor of Commerce - B.Com

Indira Gandhi National Open University

ACCOMPLISHMENTS

  • Critical Error Reduction: Successfully spearheaded an operational audit project that identified top transaction errors and systematically improved team quality scores through strategic coaching and CAPA implementation.
  • Cross-Project Versatility: Handled a diverse portfolio of communication channels—including complex chat platforms (Cast Heroes), high-volume Email support, and specialized business lines (IBC LOB).

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HIMANSHU UPADHYAY