Arun Teja

I’m a results-driven Team Leader with 3+ years of progressive experience in high-volume contact center operations, specializing in banking processes. I’ve led multi-channel customer support for the Central Bank of India and supported Axis Bank clients across demanding service environments. My focus is simple: protect service quality while improving measurable outcomes like SLAs, AHT, and NPS.

In my current role, I lead a team of front-line agents delivering customer support through inbound calls, WhatsApp chat, and email communications. I maintain strict Service Level Agreements (SLAs) and optimize Average Handling Time (AHT) using workflow improvements and real-time performance monitoring. I coach and mentor agents on product knowledge (Savings Accounts, Mobile Banking, WhatsApp Banking), soft skills, and compliance protocols to raise overall team quality scores.

I also take ownership of customer experience through Net Promoter Score (NPS) improvements by ensuring seamless, positive, and compliant banking interactions across all channels. On top of that, I generate and analyze statistical performance reports using Microsoft Excel and Microsoft 365 to spot trends and implement corrective action plans. When cases get complex, I handle escalations using advanced conflict resolution strategies to reach high-satisfaction outcomes.

Before this, I worked as a Customer Service Specialist for Axis Bank clients, managing high-volume inquiries, complaints, incident tickets, and high-stakes escalation calls. I developed Standard Operating Procedures (SOPs) and knowledge base articles to improve efficiency and address recurring service issues. I was also promoted from a Customer Service Executive background, and earlier as a Process Associate for Baja EMI card clients, where I consistently met or exceeded KPIs for call handling, customer satisfaction, and resolution rates.