Saurabh Patel
Team Leader - Operations
New Delhi,DL
Judge a man by his questions rather than his answers.
Voltaire
Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteImportant To Me
Work-life balanceCareer advancementCompany CultureSummary
Team Leader - Operations leading Apple support operations in a high-pressure contact center. Drives performance coaching for 9–15 advisors weekly, escalation handling, and process improvement while building future leaders through daily huddles, recognitions, and training. Partners with WFM, Quality, Training, and HR to strengthen service consistency and team KPIs.
Overview
7
7
years of professional experience
Work History
Team Leader - Operations
Concentrix Daksh Pvt. Ltd.
08.2024 - Current
- Lead customer experience operations supporting Apple customers, ensuring service delivery aligns with Apple standards, policies, customer experience expectations, and data security requirements.
- Provide technical guidance and real-time support for complex Apple product, software, and service concerns, helping advisors troubleshoot issues, identify root causes, and deliver accurate resolutions.
- Conduct regular huddles, coaching sessions, knowledge-sharing activities, and refresher training to strengthen product knowledge, troubleshooting capability, and customer handling skills.
- Identify high-potential advisors and mentor them toward SME and Team Leader roles, strengthening technical knowledge, accountability, and peer support capabilities.
Subject Matter Expert (SME)
Concentrix Daksh Pvt. Ltd.
10.2022 - 08.2024
- Served as a technical and process SME supporting complex Apple customer cases, providing real-time troubleshooting guidance and resolution support to frontline advisors.
- Analyzed customer issues to identify root causes, determine appropriate troubleshooting steps, and ensure accurate and timely resolutions.
- Provided real-time coaching on Apple products, services, troubleshooting processes, customer handling, and policy compliance.
- Served as a key resource for technical troubleshooting and escalated queries, helping improve team efficiency, resolution quality, and customer satisfaction.
- Recognized as a go-to resource for escalated queries and technical troubleshooting, contributing to improved team efficiency and resolution rates.
Senior Technical Advisor
Concentrix Daksh Pvt. Ltd.
06.2021 - 10.2022
- Provided technical support to customers by troubleshooting product and service concerns, identifying root causes, and delivering appropriate resolutions while meeting quality and SLA requirements.
- Handled complex customer complaints and escalations with empathy, patience, and strong interpersonal communication.
- Involved in training, inductions and on floor training for the agents. Conducting continuous development training program and refresher training programs.
- Supported continuous development initiatives and knowledge-sharing activities to improve technical proficiency, productivity, and customer handling.
- Conceptualize and introduce various activities/programs/ contests to recognize best performers, enhance productivity and boost the morale of the team.
Customer Care Executive
Wipro Ltd.
05.2019 - 01.2021
- Provided technical support to US and Canadian customers for HP products through voice and chat channels, troubleshooting hardware and software-related concerns.
- Diagnosed customer issues by following structured troubleshooting processes and identifying root causes before recommending appropriate solutions.
- Delivered empathetic, clear, and patient technical support while translating complex technical information into easy-to-understand guidance.
- Consistently met or exceeded upselling targets by understanding customer needs and recommending relevant products and services.
- Demonstrated resilience and patience in dealing with challenging customer situations.
Education
Bachelor of Computer Applications (BCA) -
01-2021
(Dropped out due to family responsibilities)
Senior Secondary (12th) - undefined
01-2018
Secondary (10th) - undefined
01-2016
Skills
Apple Product Support
Technical Troubleshooting
Hardware and Software knowledge
Root Cause Analysis
Customer Service & Experience
Technical Issue Resolution
Process improvement
Customer escalation
Cross-functional collaboration
Quality monitoring
Performance reporting
Accomplishments
- Increased team CSAT by 20% through targeted coaching, real-time technical support, quality monitoring, and customer experience improvement initiatives.
- Promoted 3 team members into SME and Team Leader roles within 9 months through structured technical coaching, mentorship, and development plans.
- Maintained 100% compliance with client data security and privacy protocols across team operations while handling customer information.
- Led pilot training for a new client workflow, helping scale best practices across multiple teams.
- Selected as a temporary support for new hires within 5 months of joining, demonstrating leadership and expertise in onboarding.
Interests
Technology & Design, Content Creation, Gaming, Coding, Game Development, Learning, Creative Thinking
Timeline
Team Leader - Operations - Concentrix Daksh Pvt. Ltd.
08.2024 - Current
Subject Matter Expert (SME) - Concentrix Daksh Pvt. Ltd.
10.2022 - 08.2024
Senior Technical Advisor - Concentrix Daksh Pvt. Ltd.
06.2021 - 10.2022
Customer Care Executive - Wipro Ltd.
05.2019 - 01.2021
CBSE - Secondary (10th),
CBSE - Senior Secondary (12th),
Maharshi Dayanand University - Bachelor of Computer Applications (BCA),