Praveen Kumar
Ghaziabad
Summary
Results-driven BPO Operations Professional with 8 years of experience in customer service and operations, including 3+ years in Team Leadership roles. Strong expertise in team management, escalation handling, KPI governance, and process improvement. Known for building stable teams, improving SLA adherence, and driving customer satisfaction
Overview
9
9
years of professional experience
Work History
Team Leader – Operations
India World Technologies
Gurgaon
08.2024 - Current
- Led end-to-end BPO operations ensuring SLA, quality, and productivity benchmarks.
- Managed manpower planning, shift rostering, leave tracking, and shrinkage control.
- Handled high-impact escalations including legal notices, CDRF cases, VOC, and CEO complaints.
- Conducted root cause analysis and implemented corrective action plans.
- Coordinated with Quality, Training, Marketing, and Command Center teams to enhance service delivery.
Team Leader – Operations
Tech Mahindra
Noida
02.2023 - 07.2024
- Managed a team of agents delivering consistent performance across KPIs.
- Prepared and shared weekly/monthly MIS, productivity, and defaulter reports.
- Recognized twice as “Best Team Leader” for exceptional team performance.
- Reduced attrition through engagement, coaching, and performance monitoring.
- Worked closely with clients to ensure operational excellence and customer satisfaction.
🏆 Awards:
- Best Team Leader – 2 Times (Tech Mahindra)
- Certification in Escalation Handling & VOC Management
Team Leader – Operations
Radical Minds
Gurgaon
11.2021 - 05.2022
- Supported management in process optimization and performance governance.
- Led quality reviews and improvement initiatives across hotel operations.
- Mentored agents and SMEs to build a high-performing team.
Executive / SME – Operations (Hotels)
Radical Minds
Gurgaon
04.2017 - 08.2021
- Delivered customer service excellence in hotel operations.
- Acted as SME for process clarifications, escalations, and agent support.
- Maintained quality scores and supported new joiner training.
Education
B.A. -
Sunrise University
01.2016
Senior Secondary -
UP Board
01.2010
Higher Secondary -
UP Board
01.2008
Skills
- Team Leadership
- People Management
- BPO Operations
- Process Excellence
- Escalation Management
- MIS
- KPI Reporting
- Productivity Reporting
- Quality Management
- RCA
- Manpower Planning
- Shrinkage Control
Disclaimer
I hereby declare that the above information is true to the best of my knowledge.
Personal Information
Date of Birth: 02/09/95
Timeline
Team Leader – Operations
India World Technologies
08.2024 - Current
Team Leader – Operations
Tech Mahindra
02.2023 - 07.2024
Team Leader – Operations
Radical Minds
11.2021 - 05.2022
Executive / SME – Operations (Hotels)
Radical Minds
04.2017 - 08.2021
B.A. -
Sunrise University
Senior Secondary -
UP Board
Higher Secondary -
UP Board