JEROME SAVIO
Customer Support Team Lead
Bangalore
Summary
Results-driven Customer Support Leader with overall 13+ years of experience across healthcare, telecom, e-commerce, and international BPO operations. Proven expertise in team leadership, escalation management, SLA governance, process optimization, and customer experience excellence. Strong track record of improving CSAT, NPS, TAT, and First Contact Resolution while managing high-volume operations and cross-functional stakeholders.
Overview
14
14
years of professional experience
1
1
Language
Work History
Team Lead, Customer Support
NovoCura Tech Health Pvt Ltd (MFine)
09.2023 - 02.2026
- - Led end-to-end customer support operations in high-volume healthcare environments
- - Owned SLA, KPI, and KRA compliance ensuring service excellence
- - Managed internal, external, and social media escalations
- - Improved CSAT, NPS, TAT, and FCR metrics
- - Conducted training, coaching, quality audits, and fraud analysis
- - Collaborated with Tech, Supply Chain, and Ops teams for RCA and improvements
Technical Recruiter
SLV Technologies
Hubli, Karnataka
02.2022 - 06.2023
- Coordinated interview scheduling between candidates and hiring managers, ensuring a smooth selection process from start to finish.
- Developed strong rapport with candidates, providing support during interviews, offer negotiations, and onboarding process.
- Collaborated closely with hiring managers to understand technical requirements and align talent acquisition strategies accordingly.
- Successfully filled numerous hard-to-source roles by utilizing creative search methods and tapping into niche networks.
Senior Associate
Quess Corp Ltd
01.2020 - 02.2022
- - Supported telecom sales and service operations (Vodafone Idea)
- - Handled complex escalations and service recovery cases
- - Assisted with workflow planning and performance improvements
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
Digital Interaction Specialist
[24]7.ai
12.2017 - 01.2021
- - Delivered semi-voice and chat support for Australian and US processes
- - Supported sales, service, and e-commerce operations
- - Prepared productivity and escalation reports; managed process teams
Senior Executive
Forte Solution
11.2015 - 04.2017
- - Served as first point of contact for telecom customers
- - Guided agents on quality, compliance, and productivity standards
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
Senior Executive / Escalation Desk
Firstsource Solutions Ltd
07.2012 - 12.2014
- - Managed customer complaints, feedback, and escalations
- - Prepared daily operational and performance reports
Education
Bachelor of Commerce - B.Com
01-2015
Skills
Team Leadership Escalation Management Operations Management SLA/KPI Governance Process Improvement RCA Quality Audits Stakeholder Management Fraud & Risk Analysis
Zoho MS Excel Google Sheets
Timeline
Team Lead, Customer Support
NovoCura Tech Health Pvt Ltd (MFine)
09.2023 - 02.2026
Technical Recruiter
SLV Technologies
02.2022 - 06.2023
Senior Associate
Quess Corp Ltd
01.2020 - 02.2022
Digital Interaction Specialist
[24]7.ai
12.2017 - 01.2021
Senior Executive
Forte Solution
11.2015 - 04.2017
Senior Executive / Escalation Desk
Firstsource Solutions Ltd
07.2012 - 12.2014