Namrata Choudhari
Ahmedabad
Summary
Experienced and results-driven leader with 7+ years in international BPO and customer success environments. Proven ability to lead high-performing teams, consistently achieving 98% SLA compliance and driving CSAT improvements from 47% to 92%. Expert in coaching, process optimization, and managing both onsite and remote teams to deliver exceptional customer experiences. Skilled at building strong client relationships, resolving escalations efficiently, and implementing strategies that increase customer retention and satisfaction. Recognized for operational excellence and impactful training programs that empower teams to exceed goals.
Overview
7
7
years of professional experience
Work History
Team Lead – Customer Service & Operations
TTEC India
Ahmedabad
08.2023 - Current
- Spearheaded the launch and training of a new-hire pilot batch for a newly introduced project, boosting resolution scores from 50% to 78%within six months.
- Managed a high-performing team of 10+ support agents across APAC, CBT, and High-Potential (HIPO) markets, consistently achieving 98% SLA compliance and exceeding client-set KPIs.
- Fostered a collaborative and inclusive team culture, leading to a 10% increase in employee satisfaction and retention through engagement initiatives, feedback systems, and team-building efforts.
- Delivered actionable performance coaching, and partnered with clients to identify, recommend, and implement critical process improvements, resulting in measurable service enhancements.
- Delegated daily tasks to team coaches to optimize group productivity.
- Identified opportunities for process improvements, implementing changes when required.
Product Trainer – Learning & Development
TTEC India
Ahmedabad
06.2020 - 08.2023
- Successfully onboarded and trained over 300+ new hires, leading to a 95%+ training completion rate, and consistent T2P (Time to Proficiency) achievement during OJT.
- Enabled new hires to meet performance benchmarks 10–15% faster through focused coaching and performance tracking during on-the-job training.
- Delivered monthly/quarterly upskilling sessions for tenured employees, resulting in a 20% improvement in policy adherence and accuracy.
- Designed and developed engaging training content and assessments, increasing training engagement scores by 25% based on post-training feedback.
- Collaborated with clients and internal teams to enhance training materials, leading to a 15% reduction in post-training queries, and improved learning retention.
- Identified learning gaps through performance data and assessments, implementing targeted coaching plans that improved trainee CSAT by up to 10%.
- Played a key role in improving new hire ramp-up efficiency, contributing to overall team productivity and lowering early attrition during training 2%.
Customer Service Representative
TTEC India
Ahmedabad
05.2018 - 06.2020
- Delivered multilingual customer support using machine translation tools, effectively resolving foreign language queries from the HiPo region with an average CSAT score above 90%.
- Maintained an average handling time (AHT) of 600 seconds by handling more than 40 queries per day, balancing efficiency with quality customer care.
- Achieved a resolution rate of 70%+ by accurately addressing account, order, and technical issues in multiple languages.
- Supported new hires during On-the-Job Training (OJT), helping them meet performance benchmarks and reduce ramp-up time.
- Ensured culturally sensitive communication to enhance customer satisfaction and loyalty across diverse markets.
- Collaborated with cross-functional teams to escalate complex cases, improving service quality and customer experience.
Education
Bachelor of Engineering - Electronics & Telecommunications
RTMNU
Nagpur06-2017
Higher Secondary (Class XII) -
Sarvashree Junior College
Nagpur01.2013
Secondary (Class X) -
Kendriya Vidyalaya
Nagpur01.2011
Skills
- Team Leadership & Coaching
- SLA & KPI Management
- Workforce Management (WFM)
- Process Optimization & Root Cause Analysis
- Customer Satisfaction (CSAT) Improvement
- Escalation Handling & Resolution
- Quality Assurance & Compliance Audits
- Cross-Functional Collaboration
- Curriculum Design & Training Delivery
- Employee Engagement & Retention Programs
- Multilingual Customer Support (Dutch, Polish)
- Tools: LMS, Kahoot, Google Forms, SharePoint, Slack, Zoom, MS Office, Tableau, BIX
Awards & Recognition
- Special Client Award – Recognized for consistently surpassing performance targets and enhancing service quality.
- Extra Mile Award – Delivered high-impact training programs exceeding Time-to-Performance goals.
- Top Team Awards – Leading high performance team to consistently exceed the performance metrics in CSAT, productivity, and service quality.
Certifications
- Certified Product Trainer
- Certified Team Leader
Timeline
Team Lead – Customer Service & Operations
TTEC India
08.2023 - Current
Product Trainer – Learning & Development
TTEC India
06.2020 - 08.2023
Customer Service Representative
TTEC India
05.2018 - 06.2020
Bachelor of Engineering - Electronics & Telecommunications
RTMNU
Higher Secondary (Class XII) -
Sarvashree Junior College
Secondary (Class X) -
Kendriya Vidyalaya
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