Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Vivek Bajpayee

Hyderabad

Summary

Dynamic professional with extensive experience at Wipro Limited, excelling in team management and performance tracking. Proven track record in optimizing processes and enhancing customer satisfaction. Skilled in data analysis and conflict resolution, successfully leading high-performing teams to exceed KPIs and drive operational excellence. Committed to fostering employee engagement and continuous improvement.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Deputy Manager – Account Content Integration & Fraud Process

Wipro Limited
Hyderabad
06.2024 - 05.2025
  • Managed team of 108 employees, ensuring efficient day-to-day operations and performance standards.
  • Collaborated with stakeholders to provide updates on operations, SLA adherence, and quality metrics.
  • Prepared and presented key business reports, including WBR, MBR, QBR, and ABR for performance tracking.
  • Conducted daily review calls with 8 Team Leaders and 6 Mentors to align team objectives with operational goals.
  • Coordinated with Quality, Training, and Workforce Management teams to maintain workflow efficiency.
  • Optimized workforce scheduling based on queue volume trends to meet service level agreements.
  • Coordinated with other departments to ensure smooth functioning of activities.
  • Provided necessary technical assistance and advice to subordinates when needed.
  • Provided guidance and support to team members to help them achieve goals.
  • Created processes for handling customer complaints effectively.
  • Maintained records of all operational activities for future reference.
  • Developed and implemented new procedures to improve efficiency of the organization.
  • Prepared monthly progress reports detailing achievements against set targets.
  • Monitored daily operations and ensured compliance with company policies and regulations.
  • Oversaw budgeting responsibilities, reducing costs and increasing margins.
  • Worked closely with customers to understand needs and resolve diverse issues.
  • Produced thorough, accurate and timely reports of project activities.

Group Leader

Wipro Limited
06.2022 - 06.2024
  • A highly customer-centric professional with 6 years of diverse experience in stakeholder engagement, customer relationship management, business operations, service delivery, and team leadership.
  • Successfully led high-performing teams within the content moderation space, consistently meeting and exceeding process-level KPIs, including SLA adherence, quality, accuracy, precision, recall, and shrinkage management.
  • Demonstrated excellence in service centre operations, focusing on streamlining workflows, boosting team efficiency, implementing corrective strategies, and ensuring long-term client satisfaction and retention.
  • Successfully managed the transition of a major account at Wipro Ltd., facilitating a seamless integration and operational go-live.
  • Extensive experience in end-to-end team management, encompassing manpower planning, recruitment and onboarding, training and development, performance evaluations, and overall employee engagement.

Team Leader

Wipro Limited
04.2019 - 05.2021
  • Served as Team Leader in the YouTube Verification Review process, managing a team of 20+ reviewers.
  • Ensured adherence to daily tasks, process compliance, and real-time monitoring of queue performance.
  • Managed end-to-end people operations, including conflict resolution, performance feedback, and motivational goal setting.
  • Led queue management efforts to maintain productivity and meet SLA and quality benchmarks.
  • Implemented coaching frameworks and guided new team members to align with KPIs and process expectations.
  • Communicated KPI metrics clearly with team members and provided ongoing support to enhance their growth and skill development.
  • Promoted team bonding, collaboration, and a balanced approach to achieving both individual and process goals.
  • Actively contributed to building a high-performance culture while maintaining harmony between employee satisfaction and operational success.

Team Leader

Wipro Limited
07.2018 - 03.2019
  • Served as a Team Leader in the Telstra GCC Prepaid Live Chat process, leading a team of 85+ associates.
  • Ensured daily work adherence through real-time monitoring and performance tracking.
  • Managed team dynamics, including conflict resolution and maintaining a positive work environment.
  • Provided continuous motivation, goal setting, and structured feedback to drive team performance.
  • Implemented coaching frameworks to support employee development and skill enhancement.
  • Maintained strong time management practices and operational discipline to meet both internal and client-specific targets.
  • Delivered real-time feedback to improve service quality, responsiveness, and customer satisfaction.

Logistics Coordinator

Wipro Limited
07.2017 - 07.2018
  • Served as a Logistics Coordinator, managing purchase order creation and overseeing order management processes for various Nokia vendors in North America and Canada.
  • Created Customer Purchase Orders (CPOC) for various vendors, facilitating the order management process from start to finish.
  • Acted as a liaison between the client and vendors, ensuring seamless communication and order management.
  • Created sales orders for hardware and software products and maintained synchronization between Nokia’s internal tool (Ariba) and client systems.
  • Coordinated shipments and deliveries for both hardware and software products, ensuring on-time and accurate fulfilment.
  • Provided daily reports to vendors and clients to ensure transparency and alignment on order status and fulfilment.
  • Assisted in resolving pending invoices in the system, ensuring smooth processing.
  • Worked in SAP for order management, from invoicing to delivery, and checked orders for both Nokia and Nokia clients.

Subject Matter Expert (SME) – Fault / Complaints Manager

Wipro Limited
12.2014 - 07.2017
  • Acted as an SME, supporting both the team and customers by taking supervisor chats and handling complex technical and service-related queries.
  • Worked in the Outbound Complaint Queue, managing high-risk complaints and escalations to ensure timely and effective resolution.
  • Served as a member of the High Repeat Team (Pilot Initiative), focusing on reducing repeat complaints through root-cause analysis and proactive resolution.
  • Part of the Complaint Escalation Team (Pilot Initiative), handling critical escalations with a customer-centric approach.
  • Held the position of Complaint Manager, responsible for tracking and resolving long-standing complaints (30 to 100+ days), addressing issues related to technical faults, billing discrepancies, compensation, and overall customer service.
  • Managed outbound communications to provide updates and resolve pending issues effectively.
  • Also worked as a Fault Manager, handling both inbound and outbound calls to diagnose and resolve technical issues related to broadband, wireless connections, phone lines, and email services.

Customer Service Leader

Reliance Big TV
07.2009 - 09.2012
  • Served as a Customer Service Leader in the Technical Department, focusing on resolving customer technical issues and ensuring high levels of customer retention.
  • Handled inbound and outbound calls, using predefined scripts to address and resolve technical issues for customers.
  • Focused on retaining customers with long-standing technical issues, ensuring they were satisfied with the resolution process.
  • Managed escalations from irate customers, specifically addressing those with long-pending technical issues, and worked to resolve them in a timely and efficient manner.
  • Provided exceptional customer service while maintaining a calm and professional demeanour in high-pressure situations.

Education

Bachelor of Arts - English Literature

Himalayan University
INDIA
12.2019

High School Diploma -

Dumkal Polytechnic
Dumkal
07-2008

Some College (No Degree) - Science

Assembly of God Church School
Ukhra

Skills

  • Team management
  • Performance tracking
  • Process optimization
  • Customer relationship management
  • Data analysis
  • Workforce planning
  • Stakeholder engagement
  • Quality assurance
  • Training development
  • Conflict resolution
  • Report preparation
  • Operational compliance
  • Employee engagement
  • Coaching frameworks
  • Performance improvements
  • Recruiting skills
  • Task delegation
  • Process and procedure development
  • Conflict resolution expertise
  • Operations management
  • Decision-making capacity
  • Team leadership
  • Multitasking and organization
  • Coaching and mentoring
  • Team motivation techniques
  • Succession planning
  • Resource allocation
  • Schedule oversight
  • Recruitment and hiring
  • Customer relations
  • Compliance
  • Employee scheduling
  • Customer service
  • Customer relationship management (CRM)
  • Recruiting and interviewing
  • Employee performance evaluation
  • Staff management
  • Process improvement strategies
  • Decision-making
  • Performance evaluation
  • Scheduling and planning
  • Strategic planning
  • Verbal and written communication
  • Employee performance evaluations
  • Team collaboration
  • Customer service and satisfaction

Certification

  • Team Leader Readiness Program – Wipro
  • Lead Smart Level 1 – Wipro
  • Lead Smart Level 2 – Wipro
  • Interview Certification Program (ICP) – Wipro
  • Lean - Basic Principles of Business Management
  • Lean - Six Sigma Green Belt Certification
  • Kaizen Certification
  • Agile and Scrum Master Certification

Accomplishments

  • Best Performer as a Team Leader in YT Verification in August & September.
  • Maintained Stack ranking among Top 3 from July 19 – December 19.
  • Best Performer as a Team Leader in Quarterly RnR (Oct-Nov-Dec).
  • Maintained Best Quality in TalkTalk.
  • Appreciation from Nokia NAM client in overall performance.
  • Letter of Appreciation for Best Performer in Reliance Big TV for consecutive 8 months.
  • Star Performer in Reliance Big TV for consecutive 3 months.

Timeline

Deputy Manager – Account Content Integration & Fraud Process

Wipro Limited
06.2024 - 05.2025

Group Leader

Wipro Limited
06.2022 - 06.2024

Team Leader

Wipro Limited
04.2019 - 05.2021

Team Leader

Wipro Limited
07.2018 - 03.2019

Logistics Coordinator

Wipro Limited
07.2017 - 07.2018

Subject Matter Expert (SME) – Fault / Complaints Manager

Wipro Limited
12.2014 - 07.2017

Customer Service Leader

Reliance Big TV
07.2009 - 09.2012

Bachelor of Arts - English Literature

Himalayan University

High School Diploma -

Dumkal Polytechnic

Some College (No Degree) - Science

Assembly of God Church School

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