Summary
Overview
Work history
Education
Skills
Accomplishments
Languages
Affiliations
Timeline
AdministrativeAssistant

Jitesh Sharma

Mohali,India

Summary

Results-driven Team Leader with 5+ years of experience in Chat, Voice, and Email customer support (BPO). Proven expertise in launching and scaling pilot projects, optimizing processes, and driving business growth. Skilled in team management, KPI optimization (CSAT, FCR, AHT), and workflow improvement to enhance customer experience. Adept at training, mentoring, and performance management, ensuring high-quality service delivery. Strong problem-solving, decision-making, and stakeholder collaboration abilities to achieve business objectives.

Overview

5
5
years of professional experience
3
3
years of post-secondary education

Work history

Team leader supervisor

TaskUs
Mohali, India
04.2024 - Current
  • Led customer support team for US and European e-commerce clients, managing operations across Chat & Voice support.
  • Successfully launched and scaled pilot project for European client, establishing best practices and service benchmarks.
  • Managed team handling order-related queries, refunds, replacements, account issues, and escalations for international customers.
  • Ensured adherence to quality standards, SLA compliance, and customer satisfaction goals (CSAT, AHT, FCR) across both regions.
  • Conducted real-time monitoring and coaching to enhance agent performance and efficiency.
  • Implemented process improvements that optimized response times and reduced escalations.
  • Collaborated with cross-functional teams, including logistics, payment support, and fraud prevention, to ensure seamless service delivery.
  • Led training sessions on customer engagement, soft skills, and policy adherence tailored to different market expectations.
  • Analysed customer feedback and support trends, providing data-driven insights for operational enhancements.
  • Maintained compliance with US & European client expectations and service guidelines, ensuring premium customer experience.
  • Managed shift schedules for efficient workflow.
  • Achieved higher productivity with strict adherence to company protocols.
  • Developed strong relationships within the team, fostering collaborative working environment.

Assistant Manager Customer care

Teleperformance
Gurgaon, Haryana
02.2022 - 11.2022
  • Led a hardcore customer support team for a food delivery service, ensuring seamless assistance across Chat & Voice support.
  • Managed a pilot project, successfully scaling operations and optimizing customer service processes.
  • Supervised a team handling real-time customer queries, complaints, and escalations, ensuring high CSAT & FCR scores.
  • Developed and enforced SOPs and best practices, improving response times and reducing service delays.
  • Monitored key KPIs such as AHT, SLA, FCR, CSAT, and escalation rates, implementing corrective actions for continuous improvement.
  • Trained and coached team members to enhance problem-solving skills, product knowledge, and customer handling techniques.
  • Collaborated with cross-functional teams (delivery partners, restaurant support, and escalation teams) to resolve complex issues effectively.
  • Led quality audits and feedback sessions, ensuring adherence to customer service standards.
  • Drove team motivation and engagement initiatives, fostering a high-performance culture and reducing attrition.
  • Analyzed customer feedback and support trends, providing insights for process improvements and policy enhancements.

Team Manage(Supervisor)

Dr. IT Group
Mohali, Punjab
01.2021 - 01.2022
  • Successfully launched and led a pilot project for a food delivery platform’s back-end operations, driving business expansion and efficiency.
  • Managed multiple Lines of Business (LOBs), including:-
  • Order Management – Ensured smooth processing, reduced cancellations, and handled escalations efficiently.
    Restaurant & Partner Support – Assisted vendors with onboarding, menu updates, and payment queries.
    Customer Support (Chat, Voice, Email) – Led the team in resolving queries swiftly, ensuring high CSAT scores.
  • Implemented workflow improvements and SOPs, streamlining back-end operations and reducing errors.
  • Spearheaded data-driven decision-making, analyzing trends to enhance service quality and reduce operational bottlenecks.
  • Trained and coached team members, improving response times, accuracy, and service levels.
  • Collaborated with cross-functional teams (logistics, IT, and customer service) to enhance platform efficiency.
  • Maintained compliance with company policies and industry best practices, reducing escalations and optimizing resolution time.
  • Conducted performance evaluations and engagement activities, fostering a productive and motivated work environment.

Assistant Manager Customer Support

Teleperformance, Mohali
Mohali, Punjab
07.2018 - 01.2021
  • Successfully launched and led a pilot project for a mobile company’s customer support, contributing to significant business growth.
  • Managed a diverse team of customer support executives handling multiple Lines of Business (LOBs), including:-
  • Chat Support – Ensured real-time query resolution and improved response efficiency.
  • Voice Support (Inbound & Outbound) – Led quality interactions to enhance customer satisfaction.
  • Email Support – Monitored and optimized email response times and resolutions.
  • Spearheaded performance management initiatives, coaching agents to enhance productivity and meet KPIs (CSAT, FCR, AHT, SLA adherence).
  • Developed and implemented SOPs and training programs, improving team efficiency and reducing escalations.
  • Collaborated with cross-functional teams and stakeholders to align customer service strategies with business goals.
  • Led data-driven decision-making using reports & analytics to identify trends and improve overall customer experience.
  • Conducted team motivation & engagement activities to foster a positive and high-performance work environment.
  • Got JUMP certified post completing leadership training under the JUMP program at Teleperformance, A course where in we learn about business and now to work upon with different strategies.

Education

Bachelor of Arts -

Himalayan Garhwal University
Tehri, UK
/2020 - /2023

Higher Secondary Education (Class 12) - Arts (Humanities) stream

Patrachar Vidyalaya CBSE Open School
New Delhi, India

Secondary Education (Class 10) -

Guru Harkrishan Public School, CBSE
New Delhi, India

Skills

  • Successfully launched and scaled multiple pilot projects into full-fledged operations
  • Designed and implemented SOPs, workflows, and best practices to optimize new processes
  • Identified key growth opportunities, driving business expansion and process efficiency
  • Collaborated with stakeholders and cross-functional teams to enhance service quality
  • Led multichannel support teams, ensuring seamless customer interactions across Chat, Voice & Email
  • Managed and improved CSAT, FCR, AHT, SLA adherence, and other key KPIs
  • Expert in handling escalations, conflict resolution, and customer retention strategies
  • Supervised high-performing teams, providing coaching, mentoring, and skill development
  • Designed and conducted training programs, improving agent productivity and efficiency
  • Implemented performance monitoring and feedback systems to drive continuous improvement
  • Conducted data analysis & reporting (MIS, dashboards) to improve operational efficiency
  • Ensured quality assurance & compliance with business policies and industry standards
  • Strong communication & interpersonal skills with a customer-centric approach
  • Excellent decision-making, critical thinking, and problem-solving abilities

Accomplishments

  • Promoted from Technical support executive to Assistant Manager Customer care, in less than 6-months.
  • Recognized as Employee of the month as well as Best Assistant manager customer care of the month for outstanding performance and team contributions.
  • Got JUMP certified post completing leadership training under the JUMP program at Teleperformance.

Languages

English
Beginner

Affiliations

  • ✔ Passionate about traveling, experiencing diverse cultures, and adapting to new environments.

Timeline

Team leader supervisor

TaskUs
04.2024 - Current

Assistant Manager Customer care

Teleperformance
02.2022 - 11.2022

Team Manage(Supervisor)

Dr. IT Group
01.2021 - 01.2022

Assistant Manager Customer Support

Teleperformance, Mohali
07.2018 - 01.2021

Bachelor of Arts -

Himalayan Garhwal University
/2020 - /2023

Higher Secondary Education (Class 12) - Arts (Humanities) stream

Patrachar Vidyalaya CBSE Open School

Secondary Education (Class 10) -

Guru Harkrishan Public School, CBSE

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