Dynamic Operations Manager with a proven track record at Teleperformance, excelling in change management and team leadership. Achieved a 30% reduction in call waiting times through strategic planning and effective coaching. Expert in Lean Six Sigma methodologies, driving operational excellence and enhancing customer service delivery.
Hi, I’m
Kaushal Sah
Manager Operations
New Delhi
Summary
Overview
13
years of professional experience
1
Certification
Work History
Teleperformance (TP)Gurugram, Lemon Tree Hotels
Operations Manager
12.2017 - 05.2025
Job overview
- Reduced average call waiting time by 30% within three months through efficient call routing and enhanced agent training.
- Achieved 10% reduction in average handling time by optimizing agent performance via coaching and effective knowledge management.
- Maintained employee attrition at 5% by addressing concerns and engaging staff in CSR and development activities.
- Collaborated with QA department to decrease client escalations and improve overall service quality.
Teleperformance (TP)Mohali, Instacart
Assistant Operations Manager
09.2022 - 09.2024
Job overview
- Achieved 70% in TOPS through coaching and daily follow-ups with team leaders.
- Conducted regular shift meetings to assess team performance and drive profitability.
- Streamlined operations by implementing lean and six sigma methodologies, increasing CSAT scores from 84% to 86%.
- Increased First Call Resolution by 15% within one year through refresher and coaching sessions.
- Motivated and guided team members to consistently achieve desired results.
- Delegated tasks effectively to manage workload across the team.
- Oversaw process team expansion by adding three LOBs within two years, enhancing recruitment and engagement.
- Conducted performance reviews and provided ongoing feedback, including formal and informal coaching sessions.
Teleperformance (TP)Mohali, EasyJet Airlines
Team Leader
01.2021 - 08.2022
Job overview
- Prepare Game Plan for the day and ensure below quartile agents are coached on their performance and feedback to be delivered on timely manner
- Achieved 95% TOPS score by efficiently working on the CCMS tool
- Implemented performance tracking system that increased agent productivity by 20% within 6 months, enabling the call centre to handle higher volume without compromising quality
- Maintained shrinkage level below 10% for the team by engaging and planning skill development programs for the employees
Teleperformance (TP)New Delhi, Expedia, Doordash, EasyJet
Sr. Customer Care Executive
12.2017 - 12.2020
Job overview
- Served as Subject Matter Expert for blended processes, including voice, chat, and email.
- Handled customer interactions to achieve first contact resolution, optimal average handling time, and high satisfaction scores.
- Managed escalated calls from dissatisfied customers to resolve issues effectively.
- Assisted Team Leader through job shadowing and provided support during critical operations.
- Monitored customer service metrics to ensure quality standards were met.
Aegis BPO ServicesGurgaon, Mann Travels
Senior Sales Executive
05.2017 - 11.2017
Job overview
- Serving customers by providing product and service information by analyzing customers' needs.
- Resolving product and service problems by clarifying the customer's needs, determining the cause of the problem, and explaining the best solution to the problem.
- Contributing to the team's efforts by accomplishing related results, as required.
- Successfully achieved a self-sales target of 8 airline tickets per day, and then supported team members to achieve their set sales targets and contribute to business profitability.
FareportalGurgaon
Travel Sales Consultant
09.2015 - 04.2017
Job overview
- Managed bookings for flights, hotels, car rentals, and additional services.
- Ensured accuracy of documents before issuing tickets and confirming reservations.
- Monitored airfares, cancellations, and reservation changes to provide timely updates by maintaining knowledge of industry policies and restrictions to advise clients effectively.
- Identified upselling opportunities for higher-value services and products.
Arvato BertelsmannGurgaon
Customer Service Executive
11.2014 - 08.2015
Job overview
- Resolved travel-related queries through effective customer service via calls.
- Achieved daily targets set by supervisor consistently.
- Maintained average handling time and call quality in accordance with industry standards.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Mc DonaldsNew Delhi
Supervisor
09.2012 - 08.2014
Job overview
- Independently operated restaurant outlet, ensuring profitability and 100% customer satisfaction.
- Achieved sales targets by developing and implementing effective marketing strategies.
- Managed human resources, including recruitment, attendance tracking, scheduling, training, and payroll preparation.
- Oversaw cash management, conducting daily accounting and fund settlements to bank.
- Ensured quality assurance of food products and adherence to McDonald's standards.
- Maintained smooth restaurant operations to deliver exceptional dining experiences as per SOPs.
- Managed food inventory, optimizing supply levels for operational efficiency.
Education
Institute of Hotel Management Catering Technology And Applied NutritionGOA, India
BHM from Hotel Management
06-2012
University Overview
GPA: 70%
Maharishi Vidhya MAndirHaldwani, Uttarakhand
12th from English
08-2008
University Overview
GPA: 60%
St. Joseph's CollegeNainital, Uttrakhand
10th from English
05-2006
University Overview
GPA: 65%
Skills
- Change management
- Service level agreement management
- Strategic planning
- Service delivery
- Project management
- Problem solving
- Statistical analysis
- Team management
- Variance analysis
- Operations management
- Feedback and coaching
- Lean Six Sigma methodology
- Client relationship management
- Customer service excellence
- Key performance indicator analysis
- Team building strategies
- Amadeus software proficiency
- Sabre system expertise
- Protel application knowledge
Accomplishments
Accomplishments
- Best Assistant Manager Teleperformance India
- Recognized for outstanding leadership, team performance, and achieving key business goals.
Certification
- Lean Six Sigma Black Belt
- Lean Six Sigma Yellow Belt
- Certificate In Disaster Management
- M.C.S.E
Volunteer Experience
Volunteer Experience
- Volunteered in the Cruise Fair, assisted in coordinating event activities, ensuring smooth kitchen operations, and guest satisfaction for the Maritime Fleet.
- Volunteered in a health program by the Red Cross, participated in community health and safety programs, providing first aid and emergency support during events
Languages
Languages
- Hindi
- English
Hobbies and Interests
Hobbies and Interests
- Meditation
- Drawing
Work Preference
Work Type
Full TimeWork Location
HybridImportant To Me
Work-life balanceCareer advancementCompany CultureFlexible work hoursHealthcare benefitsPersonal development programsTeam Building / Company Retreats4-day work weekPaid sick leave401k matchWork from home optionStock Options / Equity / Profit SharingPaid time offQuote
If you really look closely, most overnight successes took a long time.
Languages
Hindi
Native language
Timeline
Assistant Operations Manager
Teleperformance (TP)
09.2022 - 09.2024
Team Leader
Teleperformance (TP)
01.2021 - 08.2022
Operations Manager
Teleperformance (TP)
12.2017 - 05.2025
Sr. Customer Care Executive
Teleperformance (TP)
12.2017 - 12.2020
Senior Sales Executive
Aegis BPO Services
05.2017 - 11.2017
Travel Sales Consultant
Fareportal
09.2015 - 04.2017
Customer Service Executive
Arvato Bertelsmann
11.2014 - 08.2015
Supervisor
Mc Donalds
09.2012 - 08.2014
Institute of Hotel Management Catering Technology And Applied Nutrition
BHM from Hotel Management
Maharishi Vidhya MAndir
12th from English
St. Joseph's College
10th from English
Similar Profiles
Deeksha RaikwarDeeksha Raikwar
Senior Operations Executive - Fraud Analyst (POC) at Teleperformance ( TP ) - FISSenior Operations Executive - Fraud Analyst (POC) at Teleperformance ( TP ) - FIS
Aravind YokeshAravind Yokesh
Sr. Payment Analyst at Teleperformance (TP)Sr. Payment Analyst at Teleperformance (TP)
April VestApril Vest
Customer Service Representative at TPCustomer Service Representative at TP