Open To Work
Vivek Kumar Mehta
Indore
Summary
Dynamic professional with a proven track record at Teleperformance India, excelling in customer service excellence and process improvement. Skilled in team leadership and performance analysis, I successfully implemented strategies that enhanced customer satisfaction and reduced attrition. Adept at cross-functional collaboration, I deliver actionable insights that drive operational success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Manager Customer care (Team Leader)
Teleperformance India
Indore
08.2022 - 07.2025
- Led a team of 20 to 25 customer support executives, ensuring SLA compliance and high performance.
- Monitored key metrics while preparing visual performance dashboards.
- Implemented Six Sigma-inspired process improvement campaigns to enhance customer satisfaction.
- Resolved high-level customer escalations professionally, fostering brand loyalty.
- Designed training modules and refresher sessions to enhance product knowledge and soft skills.
- Collaborated with the Quality, HR, and Training departments to ensure operational alignment.
- Prepared comprehensive reports for senior management, with actionable insights for decision-making.
- Motivated team members through recognition programs, boosting morale, and reducing attrition.
- Handled two lines of business simultaneously (FAX and Accounts Payable).
- Before being promoted to Team Leader, I was an agent in the voice process and handled healthcare bookings.
Front Desk Clerk
Royal Public School
Latehar
09.2018 - 02.2020
- Handled incoming phone calls and directed inquiries to appropriate personnel efficiently.
- Scheduled appointments while maintaining an organized calendar for school events.
- Ensured the front desk area remained clean, organized, and professional at all times.
- Collaborated with staff to effectively coordinate school activities and events.
- Processed payments, provided receipts, and managed accurate billing transactions.
- Performed end-of-day duties by balancing the cash drawer and counting inventory items.
- Reviewed account information to verify the accuracy of customer charges and billing.
- Directed incoming calls to appropriate departments, enhancing communication flow.
Education
Bachelor of Arts - English Literature
Indira Gandhi National Open University
Daltonganj, Jharkhand12-2017
Intermediate in Science -
DAV Public School
Daltonganj, Jharkhand06-2012
Matriculation -
Sacred Heart School
Daltonganj, Jharkhand, India04-2010
Skills
- Customer service excellence
- Process improvement
- Performance analysis
- Training and development
- Escalation resolution
- Stakeholder engagement
- Team leadership
- Data analysis
- Decision making
- Critical thinking
- Cross-functional collaboration
- Operations management
- Generative AI
Accomplishments
- Received 4 times employee of the month while working in Teleperformance India.
Certification
- Generative AI for Data Analysis
Languages
Hindi
First Language
English
Advanced (C1)
C1
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteHybridRemoteSalary Range
₹450000/yr - ₹600000/yrTimeline
Assistant Manager Customer care (Team Leader)
Teleperformance India
08.2022 - 07.2025
Front Desk Clerk
Royal Public School
09.2018 - 02.2020
Bachelor of Arts - English Literature
Indira Gandhi National Open University
Intermediate in Science -
DAV Public School
Matriculation -
Sacred Heart School