Open to opportunities

Akram Qureshi

@akramqureshi1

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Customer-focused call centre leader driving service excellence.

India

Message

What I'm looking for

I seek roles where I can lead support teams, improve CSAT and operational KPIs, coach agents, and contribute to process and training improvements in a collaborative, growth-focused environment.

I am a dedicated customer support professional with over 8 years of experience in call centre operations, client services, and training, focused on delivering high CSAT and efficient resolution of complex escalations.

As a Sr. Team Leader at TaskUs, I supervised 10+ agents for DoorDash operations, improved call quality scores by 25%, and used CRM and project tools such as Asana, JIRA, and Slack to streamline workflows and coaching.

I have strong experience in onboarding, training, performance coaching, recruitment for BPO campaigns, and process improvement; I bring empathy, clear communication, and a consistent record of reducing escalations and improving operational metrics.

Experience

Work history, roles, and key accomplishments

Sr. Team Leader

TaskUs

Nov 2020 - Feb 2025 (4 years 3 months)

Supervised a team of 10+ agents supporting DoorDash customer operations, ensured SLA adherence and improved call quality scores by 25% through coaching and escalation management.

Team Leadership Customer Escalation Coaching Asana Jira Slack

Learning Experience Leader

TaskUs

Nov 2019 - Nov 2020 (1 year)

Delivered onboarding and refresher training that reduced customer escalations by 15% and improved call-handling efficiency through soft skills and product knowledge programs.

Training Delivery Coaching Curriculum Development Soft Skills

Managing Director

Kosar Consulting

Nov 2018 - Oct 2019 (11 months)

Managed BPO recruitment and client relations, ensuring staffing for customer service campaigns and matching skilled professionals to client requirements.

Recruitment Client Relations Staffing Strategy Candidate Sourcing Interviewing Onboarding BPO

Corporate Trainer

MMTPL Franchise

Dec 2017 - Oct 2018 (10 months)

Developed and delivered communication and process training for call centre staff, mentoring new trainers and improving training effectiveness.

Training Development Instructional Design Communication Skills Mentoring Presentation Skills

Process & Communication Trainer

HGS

May 2016 - Dec 2017 (1 year 7 months)

Trained associates on Amazon customer service processes, improving AHT and FCR via onboarding, refresher programs, and targeted coaching for identified skill gaps.

Onboarding FCR Coaching