Naveen Yadav
Operation Leader
Gurgaon
Summary
Results-driven professional with 13 years of experience in inbound/outbound operations, chat management, and backend processes. Proven track record of optimizing workflows, enhancing customer experiences, and driving operational efficiency. Exceptional skills in team leadership, process improvement, and leveraging technology to streamline operations. Excel at managing diverse tasks and balancing priorities to meet organizational objectives. Eager to leverage extensive background to contribute effectively to a dynamic team.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Operation Leader
Taskus India
1 2021 - Current
- Company Overview: Outsourced digital services and next-generation customer experience
- Led and managed a team of 25+ remote employees, significantly increasing operational efficiency
- Identified operational bottlenecks and trends, optimizing workflow by 35%
- Worked cross-functionally with CX Strategy and Core Ops teams to reduce claims turnaround time by 20%
- Partnered with Product department to design and execute technology roadmap, improving operational processes by 30%
- Outsourced digital services and next-generation customer experience
Assistant Manager Call Center
Teleperformance India Pvt Ltd
05.2020 - 12.2020
- Company Overview: Provide services for Telemarketing, customer relationship management, content moderation, and communication
- Managed email and chat accounts for leading food chain businesses for US customers
- Monitoring real-time cases queue volume & Inbound omni channel traffic
- Implemented strategic changes, driving a 40% increase in operational efficiency
- Facilitated successful collaborations with Business Intelligence and Payer Partnerships teams, improving overall operations by 30%
- Provide services for Telemarketing, customer relationship management, content moderation, and communication
Senior Operation Leader
Octopus Tech Solution
03.2019 - 03.2020
- Company Overview: One of the leading outsourcing companies in customer support and website design
- Managed and mentored a group of 120 employees, ensuring smooth workflow execution
- Identified and rectified operational bottlenecks, reducing downtime by 15%
- Lead and manage a team of agents who handle aviation-specific tasks, ensuring that performance standards are met.
- Monitor the team's daily activities, ensuring tasks are executed efficiently and correctly.
- Provide regular coaching, feedback, and support to ensure the team achieves its targets.
- Serve as a point of contact for the client, addressing any operational issues, performance concerns, or escalations.
- Ensure the team delivers high-quality service that aligns with the client's expectations and service level agreements (SLAs).
- Identify areas for process improvement and collaborate with internal stakeholders or clients to implement best practices.
Senior Operation Leader
Radical Minds Technologies Pvt Ltd.
08.2017 - 02.2019
- Company Overview: Lead generation, sales & marketing, customer retention management service, BFSI BPO, KPO, LPO, etc
- Managed and mentored a group of 60+ employees, ensuring smooth workflow execution
- Managed Lead generation, outbound and inbound verticals
- Involved in setup a new process for Mumbai Location
- Leading MIS team & recruitment team for hiring
- Lead generation, sales & marketing, customer retention management service, BFSI BPO, KPO, LPO, etc
Operation Team Leader
Dishtv India Pvt Ltd.
02.2011 - 09.2016
- Company Overview: Asia's largest Direct to Home Entertainment Company
- Managed a team of 25 members for Inbound and Tele-marketing purpose to invite customers for in-house selling programs
- Prepare daily reports for HO and prepare presentations for external clients to develop new branding activities
- Engaged in collaborative partnerships with vendors to conduct audits and ensure compliance with regulatory standards
- Asia's largest Direct to Home Entertainment Company
Education
Bachelor of Science - Electronics
University of Lucknow
Lucknow, Uttar Pradesh 01.2007 - 01.2011
Skills
Team Leadership & Development
Performance Optimization
Strategic Change Management
Business Intelligence
Problem Solving & Conflict Resolution
Remote Team Management
Performance Metrics & Reporting
Customer Relationship Management
Stakeholder Engagement
Flight Operations Management
Certification
Certified Professional Operations Manager, Preparation Academy, Taskus Academy
Strengths
- Project Management, Successfully executed a company-wide project that increased operational efficiency by 35% at my previous job at Radical Minds.
- Problem Solving, Identified and rectified operational bottlenecks at my previous role at Teleperformance, reducing downtime by 15%.
- Team Leadership, Managed and mentored a team of 25+ remote employees at TaskUs, thereby driving an increase in productivity by 20%.
Timeline
Assistant Manager Call Center
Teleperformance India Pvt Ltd
05.2020 - 12.2020
Senior Operation Leader
Octopus Tech Solution
03.2019 - 03.2020
Senior Operation Leader
Radical Minds Technologies Pvt Ltd.
08.2017 - 02.2019
Operation Team Leader
Dishtv India Pvt Ltd.
02.2011 - 09.2016
Bachelor of Science - Electronics
University of Lucknow
01.2007 - 01.2011
Operation Leader
Taskus India
1 2021 - Current