Summary
Overview
Work History
Education
Skills
Social Work
Timeline
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Sachin Gupta

Team Leader -BPO Operations
Gurgaon

Summary

Customer Service Team Leader with over 9 years of experience in the BPO industry, specializing in telecom and e-commerce support. Skilled in team supervision, SLA and KPI management, process optimization, and customer satisfaction improvement. Proven ability to lead high-performing teams, resolve escalations, and deliver results in fast-paced environments.

Overview

10
10
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Team Lead

Accenture Service Pvt. Ltd
08.2022 - 05.2025
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

Technical Support Associate

Convergys
03.2018 - 08.2022
  • Resolved technical issues related to TV, internet, and phone services.
  • Assisted customers with email access and password resets.
  • Handled technician dispatches and equipment shipments.
  • Supported training and quality assurance initiatives.

Customer Service Representative

Concentrix
09.2015 - 03.2018
  • Company Overview: earth's most customer centric e-commerce company
  • Assisted USA based customers with orders and account related issues for earth's most customer centric e-commerce company.
  • Provided resolution to complex customer service issues.
  • Managed a 14-member team for a USA-based telecom process.
  • Ensured timely logins and staffing adherence.
  • Delivered on daily operations, performance metrics, and SLA targets.
  • Provided regular feedback, conducted team huddles, and tracked CSAT and FCR scores.
  • Analyzed DSAT data to improve service quality and client satisfaction.
  • Coordinated staffing adjustments, break schedules, and overtime planning.
  • Participated in client calibrations and managed attrition and absenteeism.
  • Calibration with clients on emerging issues and service deliverables.
  • Earth's most customer centric e-commerce company

Education

B.Tech. - Mechanical Engineering

Panipat Institute of Engineering and Technology
Panipat, Haryana
08.2011 - 05.2015

Skills

  • Team Leadership & Supervision
  • SLA/KPI Management
  • Process Improvement & Optimization
  • Escalation Handling & Resolution
  • Performance Coaching & Monitoring
  • Customer Service & Retention

Social Work

  • Contributed to Sarthi’s (An NGO committed to the welfare of humanity) social activity campaign for spreading awareness against use of plastic.
  • Offered free computer classes in rural area as a part of Sarthi’s campaign., Karnal, 2011-2012

Timeline

Team Lead

Accenture Service Pvt. Ltd
08.2022 - 05.2025

Technical Support Associate

Convergys
03.2018 - 08.2022

Customer Service Representative

Concentrix
09.2015 - 03.2018

B.Tech. - Mechanical Engineering

Panipat Institute of Engineering and Technology
08.2011 - 05.2015

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Sachin GuptaTeam Leader -BPO Operations