PRAVEEN KUMAR CH

Customer Experience and Operations Leader with 6+ years of progressive success in BPO operations, team leadership, and performance excellence. Demonstrated ability to drive SLA compliance, lead high-performing teams, and optimize customer journeys in fast-paced, high-volume environments. Skilled in data-driven decision-making, quality assurance, and stakeholder collaboration to deliver consistent, measurable results. Adept at managing escalations, coaching teams, and implementing scalable process improvements that boost both customer satisfaction and operational efficiency. Eager to contribute strategic leadership, KPI accountability, and a people-first approach in a dynamic Team Lead or Supervisor role.

Social Accomplishments

• Founded a social welfare organization named Fly- Federation of Liberal Youth in 2012.
• Successfully organized multiple blood donation campaigns leading to saving 112 emergency directly and indirectly.
• Worked as an English Fellow in Mad Foundation.

Professional Accomplishments

• Improved SLA Compliance: Successfully led process enhancements that resulted in a 15% improvement in SLA adherence across multiple support queues.
• Team Development: Trained and mentored 100+ new hires and junior agents, contributing to a 30% reduction in onboarding time and improved first-call resolution rates.
• Quality & Escalation Management: Handled high-priority escalations and implemented feedback loops, reducing repeat complaints by 25% over six months.
• Workforce Planning: Collaborated with workforce management teams to align shift rosters with peak volume hours, enhancing agent utilization and minimizing idle time.
• Recognition & Awards: Consistently rated in the top 10% for CSAT scores and received "Best Performer" award for three consecutive quarters.
• Process Innovation: Proposed and implemented a ticket categorization matrix that decreased average handling time (AHT) by 12%, without affecting quality metrics.
• Cross-Functional Collaboration: Worked closely with QA, Training, and Ops teams to build knowledge base resources, reducing agent dependency on supervisors.