SONIA BHARTI
Jammu
Summary
Operations professional with 7.5 years of experience in customer support and technical operations, including leadership of 120+ employees across multiple queues. Experienced in operations management, performance management, workforce planning, stakeholder management, business reviews, coaching, and continuous improvement. Strong ability to drive KPI performance, manage escalations, and lead teams toward business and client objectives.
Overview
7
7
years of professional experience
Work History
Nesting Manager – CRM
Teleperformance
Jaipur
12.2024 - 11.2025
- Managed end-to-end Nesting operations, ensuring smooth transition of new hires from Training to Production.
- Partnered with WFM/MIS, Training and Operations teams for workforce planning, batch readiness and production transitions.
- Monitored key KPIs, including AHT, QA, sales, retention, compliance, online %, contact target and hold, to assess operational performance.
- Identified performance gaps through data analysis and implemented targeted coaching and corrective actions to enhance team effectiveness.
- Prepared and presented WBR, MBR and QBR reports, highlighting performance insights and action plans to address identified gaps.
- Managed communication across Leadership, Operations, Training, WFM/MIS and Client stakeholders.
- Trained Supervisors, SMEs and employees on AI tools and supported adoption.
- Adobe Process
Assistant Manager – Technical Operations
Teleperformance
Jaipur
11.2023 - 11.2024
- Managed 2 technical support queues with 120+ employees, ensuring alignment and performance across 6 Supervisors.
- Led, coached and mentored Supervisors to drive operational performance and leadership effectiveness.
- Owned productivity, quality, customer experience and business KPI performance.
- Tracked key performance metrics to monitor service quality and operational effectiveness, including average handling time and customer satisfaction.
- Conducted performance reviews and coaching, developing action plans to enhance individual and team results.
- Managed critical escalations and ensured timely resolution with effective stakeholder communication.
- Prepared and presented performance dashboards and WBR/MBR reviews to leadership.
- Drove process improvement and workflow optimization initiatives.
SME & Supervisor – Account Management / Retention
Teleperformance
Jaipur
02.2019 - 10.2023
- Managed daily operations and team performance to achieve business targets.
- Conducted coaching, 1:1s, performance reviews and action plans.
- Supported agents with troubleshooting, FCR, and quality assurance to improve customer handling.
- Provided advanced process support and resolved complex customer escalations to enhance service quality.
- Ensured process, quality and compliance adherence.
Education
B.Tech - Computer Science
Mewar University
01-2017
Data Science & Data Analysist
IIT DelhiRooman Technologies
Bangalore Skills
- Operations & Performance Management
- Team Leadership & People Management
- KPI & Dashboard Management
- WBR / MBR / QBR
- Workforce & Capacity Planning
- Coaching & Performance Improvement
- Client & Stakeholder Management
- Escalation Management
- Process Compliance & Continuous Improvement
- Data Analysis & Reporting
Timeline
Nesting Manager – CRM
Teleperformance
12.2024 - 11.2025
Assistant Manager – Technical Operations
Teleperformance
11.2023 - 11.2024
SME & Supervisor – Account Management / Retention
Teleperformance
02.2019 - 10.2023
B.Tech - Computer Science
Mewar University
Data Science & Data Analysist
Rooman Technologies