Parash Kumar Sahariah
New Delhi
Summary
Dynamic Assistant Manager with a proven track record at Teleperformance India, excelling in BPO operations and team leadership. Expert in Quality Monitoring and Root Cause Analysis, consistently achieving C-SAT scores above 90%. Adept at project setup and workforce management, fostering high-performance teams through effective coaching and feedback.
Overview
13
13
years of professional experience
Work History
Assistant Manager - Operations (AM Ops)
Teleperformance India PVT LTD
Gurgaon & Noida
11.2024 - Current
- Currently managing day-to-day operations and team performance for the UK-based logistics process, applying a dual focus on Operations and Quality to meet management objectives.
- Strategically planning workforce and resources to meet fluctuating business demands and requirements.
- Ensuring meticulous adherence to all Key Result Areas (KRAs) and Key Performance Indicators (KPIs) across the team.
- Maintained C-SAT scores at or above the 90% target
- UK-based Logistics
Assistant Manager - Quality (AM Quality)
Teleperformance India PVT LTD
Gurgaon & Noida
03.2023 - 11.2024
- Led the Quality assurance vertical for the US-based travel process, utilizing GDS including Amadeus and Sabre for ticketing and amendments.
- Core Quality KRAs & Achievements: Developed and implemented robust Quality Monitoring (QM) frameworks, conducted deep Root Cause Analysis (RCA), and led weekly call calibration sessions with clients.
- Maintained C-SAT and Service Level Agreement (SLA) scores at or above the 90% target.
- US-based Online Travel Agency - Flights, Hotels, Cars
Team Leader Supervisor / Team Leader
Teleperformance India PVT LTD
Gurgaon & Noida
03.2018 - 03.2023
- Managed multiple projects, leading teams of up to 60 members and driving performance across various functions (Chat, Voice, Email, Sales, Customer Service).
- Project Setup Achievement: Instrumental in the global project setup for Onfido (Global Identity Verification), successfully setting up the process in Mohali (100 HC) and later scaling up the Mumbai site (600 HC).
- Travel Process Management: Worked as Team Leader OPS for Carson Wagonlit Travels (CWT) on the Global Price Tracking Project, managing a team of 40 associates.
Team Leader
Radical Minds PVT LTD
Gurgaon
10.2017 - 01.2018
- Managing process related day to day queries of the team members.
- Planning work force according to the business requirement.
- With the count of 60 Team Members, my core responsibilities were to ensure that all the KRA’s & KPI’s are met.
- Managed development of Dialer Integrated Services.
- Conducting team meeting and providing quality feedback to team members.
- Identifying Training gaps and arranging training sessions.
Team Leader
Radical Minds PVT LTD
Gurgaon
04.2017 - 09.2017
- Managing process related day to day queries of the team members.
- Managing Sales, Customer Service related processes via online call center and e mail.
- With the count of 30 Team Members, my core responsibilities were to ensure that all the KRA’s & KPI’s are met.
- Interacting with the corporate clients and providing complete travel solutions.
- Preparing Complete RCA for all Kinds of escalation.
- Handling domestic as well as international travel queries of clients.
- Facilitating clients with amendments and cancellations of tickets and hotels.
- Identifying Training gaps and arranging training sessions.
- Conducting Process reviews.
- Managing Level 3 and social Escalations.
- Managing Revenue and Booking targets of Team and Individual.
Team Lead
Radical Minds PVT LTD
Gurgaon
12.2015 - 03.2017
- With the count of 25 Team Members, my core responsibilities were to ensure that all the KRA’s & KPI’s are met.
- Managing Customer Service and Back Office via online call center and e mail.
- Hands on experience working on Amadeus and Galileo.
- Took care of ticketing team in Amadeus and Galileo.
- Conducting team meeting and providing quality feedback to team members.
- Process Improvement Projects to make more error free work.
- Maintaining C-SAT, S.L.A. above 90%.
- Maintaining healthy relations with Business partners and 3rd party suppliers for smooth business transaction.
Team Leader
Radical Minds PVT LTD
Gurgaon
05.2015 - 11.2015
- Maintaining record of sales done by each individual.
- Fraud and Chargeback Analyst.
- Handling escalation queries from High value customer issues relating to availability.
- Conducting team meeting and providing quality feedback to team members.
- Building Market Competitiveness and financial value of services for Premium members.
TSE, Quality Analyst and Team Leader Quality
Radical Minds PVT LTD
Gurgaon
05.2013 - 04.2015
- Leadership skills, Communication skills, Ability to take initiative and good decision maker.
- Knowledge of computers: Windows, MS Office and other Office productivity tools and Internet.
- People Management and Team building.
- Technical support and upselling.
Education
Bachelor of Technology - Electrical Engineering
Punjab Technical University
Punjab01.2011
XIIth -
CBSE
01.2007
Xth -
CBSE
01.2005
Skills
- BPO Operations
- Team Leadership
- Workforce Management
- Project/Site Setup
- Performance Reporting
- Quality Monitoring
- Auditing
- Root Cause Analysis
- Calibration
- Coaching & Feedback
- Training Gap Identification
- Travel
- Logistics
- Global Identity Verification
- Technical Support
- Amadeus GDS
- Sabre GDS
- Windows
- MS Office
Languages
- Hindi
- Assamese
- Bengali
- English
Personal Information
- Date of Birth: 05/15/89
- Nationality: Indian
- Marital Status: Married
Key Skills And Expertise
BPO Operations, Team Leadership, Workforce Management, Project/Site Setup (Onfido), Performance Reporting, Quality Monitoring, Auditing, Root Cause Analysis (RCA), Calibration, Coaching & Feedback, Training Gap Identification, Travel (OTA - Hopper, CWT), Logistics (Yodel), Global Identity Verification (Onfido), Technical Support, Amadeus GDS, Sabre GDS, Windows, MS Office
Overall Experience
12, Teleperformance, Team Leader/AM Quality/AM Ops, CWT, Onfido, Hopper and Yodel, 7 Years and 10 Months, Radical Minds, TSE / Team Leader, Technical Support, PlanMyRoutes.com, Goibibo, Goomo, Zomato, 4 Years and 10 Months
Timeline
Assistant Manager - Operations (AM Ops)
Teleperformance India PVT LTD
11.2024 - Current
Assistant Manager - Quality (AM Quality)
Teleperformance India PVT LTD
03.2023 - 11.2024
Team Leader Supervisor / Team Leader
Teleperformance India PVT LTD
03.2018 - 03.2023
Team Leader
Radical Minds PVT LTD
10.2017 - 01.2018
Team Leader
Radical Minds PVT LTD
04.2017 - 09.2017
Team Lead
Radical Minds PVT LTD
12.2015 - 03.2017
Team Leader
Radical Minds PVT LTD
05.2015 - 11.2015
TSE, Quality Analyst and Team Leader Quality
Radical Minds PVT LTD
05.2013 - 04.2015
Bachelor of Technology - Electrical Engineering
Punjab Technical University
XIIth -
CBSE
Xth -
CBSE