Vivekananda Jha
Senior Manager | Expertise in Administrative Operations | Team Leadership
Faridabad
Summary
Experienced Team Leader in Operations with over 12 years of experience specializing in managing high-performing teams in chat support environments. Proven track record of enhancing service delivery, optimizing processes, and achieving team KPIs. Skilled in coaching, performance management, and delivering exceptional customer experiences in fast-paced BPO/ITES settings. Dedicated to driving success and exceeding expectations through continuous learning and self-improvement.
Overview
19
19
years of professional experience
2012
2012
years of post-secondary education
2
2
Languages
Work History
Team Leader – Operations
American Express India PVT Ltd
03.2013 - 05.2025
- Managed a team of 15+ chat support agents in Card servicing.
- Drive results to achieve organization goals and the KPIs (RTF/OSAT/AHT/FCR)
- Implemented process workflows.
- Set up CA CHAT and Mobile messaging.
- Monitored team performance, created shift schedules, and handled escalations effectively.
- Coordinated with QA and training teams to identify skill gaps and improve agent efficiency.
Sr. Chat Support Advisor
Sutherland Global Services
09.2011 - 11.2012
- Company Overview: The Company is engaged in providing customer support and technical assistance to the consumers. The company has many other clients (Dell, McAfee, Amazon..etc..).
- Handling in-bound chats from the customers. Providing them technical assistance and helping them to fix the issue using technical troubleshooting steps or taking remote access.
- The Company is engaged in providing customer support and technical assistance to the consumers. The company has many other clients (Dell, McAfee, Amazon..etc..).
Sr. Associate
IBM GLOBAL
08.2010 - 09.2011
- Company Overview: The Company is engaged in providing customer support and technical assistance to the consumers. The company has many other clients.
- The Company is engaged in providing customer support and technical assistance to the consumers. The company has many other clients.
Sr. Associate
WIPRO
04.2007 - 02.2009
- Company Overview: The Company is engaged in generating revenue and providing technical assistance to the HP consumers. The company has many other clients.
- The Company is engaged in generating revenue and providing technical assistance to the HP consumers. The company has many other clients.
Customer Care Executive
Kankei Relationship Marketing Services Pvt. Ltd
02.2006 - 03.2007
- Company Overview: The Company is engaged in providing marketing support and client’s relationship services to The Hutch Group and ICICI banking sector.
- The Company is engaged in providing marketing support and client’s relationship services to The Hutch Group and ICICI banking sector.
Education
Graduation - BBM
Karpagam University
AISSE - Science
K.V.IIMC
AISE - Class X
K.V.IIMC
Skills
Effective leadership
Special Achievements
- Twice awarded from 'The ministry Of Parliamentary Affairs-India' for winning the Championship of Youth Parliament in the 1999-2001.
- Awarded from CINI Child In Need Institute for HIV-AIDS Awareness.
Personal Information
- Father's Name: Shri Govind Jha
- Date of Birth: 04/10/84
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I do hereby declare that the above-mentioned statements are true and correct to the best of my knowledge.
Timeline
Team Leader – Operations
American Express India PVT Ltd
03.2013 - 05.2025
Sr. Chat Support Advisor
Sutherland Global Services
09.2011 - 11.2012
Sr. Associate
IBM GLOBAL
08.2010 - 09.2011
Sr. Associate
WIPRO
04.2007 - 02.2009
Customer Care Executive
Kankei Relationship Marketing Services Pvt. Ltd
02.2006 - 03.2007
AISSE - Science
K.V.IIMC
AISE - Class X
K.V.IIMC
Graduation - BBM
Karpagam University
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