Abhay Luthra

AL

Open to opportunities

Abhay Luthra

@abhayluthra

I lead customer support operations, coaching teams to deliver exceptional CSAT and quality.

What I'm looking for

I’m looking to lead customer support operations where I can coach teams, improve Quality and CSAT, drive KPI performance, and implement process improvements—while maintaining compliance and strong customer experiences.

I’m an Operations and Customer Experience professional with 7+ years of experience in BPO operations, team leadership, and large-scale skill development programs. I’m recognized for driving operational excellence and team engagement, maintaining high CSAT scores, and earning multiple performance awards including Mountain Mover 2025.

Most recently at TaskUs (Team Leader), I managed a 34-member customer support team with focus on Quality, Productivity, CSAT, and Compliance. I provided real-time floor support, handled complex escalations, and supported floor management while delivering a 93.5% average CSAT through 1:1 coaching and performance improvement plans.

Earlier, I worked as a Representative and Project Coordinator, including managing Skill India RPL projects and coordinating assessments with Sector Skill Councils. Across roles, I’ve built my strengths in KPI & performance management, coaching & mentoring, process improvement, and stakeholder coordination—consistently aiming to exceed targets and strengthen customer experience.

Experience

Work history, roles, and key accomplishments

TA

Team Leader

TaskUs

Aug 2023 - Mar 2026 (2 years 7 months)

Led a 34-member customer support team focused on quality, productivity, CSAT, and compliance. Provided real-time floor support, coached team members with performance improvement plans, and maintained a 93.5% average CSAT.

Customer Support Team Leadership Escalation Handling Quality Assurance Productivity CSAT Compliance Coaching and Mentoring Operations Reporting Customer Support Systems

WD

Representative

Wings for My Dreams

Feb 2022 - Jun 2023 (1 year 4 months)

Handled outgoing call operations, including cold calling for business development, and resolved project quality issues.

Cold Calling Business Development Customer Support

WD

Project Coordinator

Wings for My Dreams

Jun 2019 - Jan 2022 (2 years 7 months)

Managed Skill India RPL projects, coordinated assessments with Sector Skill Councils, and oversaw franchise operations.

Project Coordination Skill India RPL Assessments Sector Skill Council Franchise Operations Operations Management

CF

Project Coordinator - Punjab Ops

Centum Foundation

Dec 2018 - May 2019 (5 months)

Managed skill development programs and supervised a team of 15 members for Punjab operations.

Skill Development Programs Program Operations Team Supervision Operations Management

TS

Customer Relationship Officer

Tata Business Support Services

Mar 2017 - Nov 2018 (1 year 8 months)

Served as a customer relationship officer and received the Best Performer award twice consecutively.

Customer Relationship Management Customer Support

Education

Degrees, certifications, and relevant coursework

TE

TEDx

Participant, TEDx

2026 -

Participated in TEDx in 2026.

MU

Mahatma Gandhi University

Diploma in French Language, French Language

Completed a Diploma in French Language as part of the listed education.

MU

Mahatma Gandhi University

Bachelor of Arts

Earned a BA (graduation) from Mahatma Gandhi University.

Tech stack

Software and tools used professionally

Google Analytics

Microsoft Power BI

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