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Archana Choudhary

@archanachoudhary1

I lead high-volume operations teams, improving SLA performance, productivity, resolution time, and customer satisfaction.

India

Message

What I'm looking for

I'm seeking a remote Team Lead, Assistant Manager, or Senior Specialist role in Operations or Customer Success, where I can improve service delivery, coach teams, manage SLAs and escalations, and drive measurable process improvements.

At WNS Global Services, I led a 17-FTE team handling 8,000–10,000 monthly customer transactions, sustaining 96%+ SLA compliance and improving CSAT by 10%. I built capacity-planning models, production trackers, and performance frameworks that raised productivity by 22% and agent efficiency by 20%.

Across BT Global Services and Convergys India Services, I've led service delivery, escalations, coaching, technical training, SOP governance, and process improvement. I use Lean Six Sigma root-cause analysis, Power BI, and Advanced Excel to reduce resolution times, strengthen team performance, and improve customer outcomes.

Experience

Work history, roles, and key accomplishments

Assistant Manager – Operations & Service Delivery

WNS Global Services

Jul 2024 - Jul 2026 (2 years)

Led a 17-FTE team processing 8,000–10,000 customer transactions monthly, owning capacity planning and SLA governance. Improved team productivity by 22% and reduced attrition by 10% through performance frameworks and engagement programs.

SLA Capacity Planning Lean Six Sigma Root Cause Analysis Power BI Team Leadership Performance Management Process Improvement

Team Leader – Service Delivery

BT Global Services

Oct 2019 - Feb 2024 (4 years 4 months)

Supervised daily schedules and work allocation for a 17-person team, securing 95%–97% SLA compliance. Led cross-functional projects that reduced resolution time by 20% and improved CSAT by 10%.

Quality Audits Performance Dashboards Coaching Escalation Management Cross Functional Projects SLA Process Improvement

Subject Matter Expert (SME)

BT Global Services

Aug 2016 - Sep 2019 (3 years 1 month)

Authored and governed Standard Operating Procedures and knowledge-management systems. Conducted systemic audits and implemented remedial action plans to improve workflow efficiency.

Knowledge Management Operational Audits Root Cause Analysis Documentation Training

Technical Support Specialist → Trainer → Senior Specialist

Convergys India Services

Aug 2005 - Jul 2016 (10 years 11 months)

Progressed through escalation, training, and mentoring roles, building specializations in escalation handling and enterprise product training. Designed and delivered technical training and diagnostic models for hundreds of new hires.

Escalation Handling Technical Training Mentor Customer Experience Quality Assurance Onboarding