Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Timeline
Generic
UDAY KR. MEHRA

UDAY KR. MEHRA

Gurgaon

Summary

Dynamic and results-driven professional with 16+ years of experience in client services, operations, and stakeholder management within the BPO sector. Proven track record in driving process improvements, optimizing performance metrics, and leading high-performing teams. Adept at managing client relationships, streamlining workflows, and executing projects in high-pressure environments. Now seeking an Operations Manager role to bring strategic leadership and operational excellence to a growth-focused organization.

Overview

16
16
years of professional experience

Work History

Client Services Specialist

Bill Gosling Outsourcing
10.2023 - Current
  • Act as the primary liaison between clients and internal operations teams, ensuring seamless service delivery and high levels of client satisfaction.
  • Own end-to-end client service requests, tracking deliverables, follow-ups, and resolution within defined SLAs.
  • Drive quality control initiatives and conduct root cause analysis for escalations, resulting in reduced error rates and improved customer experience.
  • Maintain documentation, SOPs, and knowledge repositories to ensure consistent service quality and compliance.
  • Provide mentorship and performance coaching to junior team members, contributing to their skill development and career growth.

Client Services Team Leader

Mattsen Kumar Services PVT. LTD.
02.2020 - 09.2022
  • Led a team of client service associates supporting clients in reporting, data analysis and, ensuring consistent and high-quality service delivery.
  • Supported transitions and migrations of new processes, ensuring minimal disruption to service and adherence to client expectations.
  • Delivered structured coaching, training, and performance feedback to team members, contributing to skill development and improved CSAT and NPS scores.
  • Monitored and analysed team performance using reporting tools (Excel, Power BI), identifying trends and initiating corrective actions to optimize output.

Quality Analyst

Hyper Quality
11.2013 - 03.2015
  • Monitoring and Evaluating Performance
  • Developing and Implementing Quality Standards
  • Providing Feedback, Coaching and Training
  • Ensuring Compliance
  • Root Cause Analysis
  • Client Interaction

Sr. Associate

WNS
11.2009 - 09.2011
  • Handled high-volume inbound calls from customers across UK and India regions, addressing inquiries, complaints, and service requests with professionalism and empathy.
  • Consistently met or exceeded performance metrics including AHT, FCR, CSAT, and Quality scores.
  • Worked closely with team leaders and quality analysts to improve call handling techniques and customer satisfaction.

Customer Service Associate

SPANCO BPO
11.2009 - 09.2011
  • Handled high-volume inbound calls from customers across India regions.
  • Participated in regular training and calibration sessions to stay updated with process changes and service standards.

Education

Bachelor of Science - Information Technology

Sikkim Manipal University
01.2011

Intermediate - J.A.C.

Jharkhand Academic Council
P.K.Roy Memorial College, Dhanbad
01.2005

Matriculation - W.B.B.S.E.

West Bengal Board of Secondary Education
01.2001

Skills

  • Leadership
  • Communication
  • Teamwork
  • Problem-solving
  • Decision-making
  • Time management
  • Strategic Planning
  • Project Management

Languages

English
Hindi
Bengali

Hobbies and Interests

  • Traveling
  • Swimming
  • Gardening

Timeline

Client Services Specialist

Bill Gosling Outsourcing
10.2023 - Current

Client Services Team Leader

Mattsen Kumar Services PVT. LTD.
02.2020 - 09.2022

Quality Analyst

Hyper Quality
11.2013 - 03.2015

Sr. Associate

WNS
11.2009 - 09.2011

Customer Service Associate

SPANCO BPO
11.2009 - 09.2011

Bachelor of Science - Information Technology

Sikkim Manipal University

Intermediate - J.A.C.

Jharkhand Academic Council

Matriculation - W.B.B.S.E.

West Bengal Board of Secondary Education

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UDAY KR. MEHRA