Open to opportunities

Avish Bangera

@avishbangera

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Customer Support Team Leader improving CSAT/FCR through coaching, quality, and escalation mastery.

India

Message

What I'm looking for

I want to lead customer support teams focused on customer-centric performance and operational excellence—coaching associates, improving CSAT/FCR/NPS through quality monitoring, and driving process improvements in high-volume environments.

I’m a results-driven Customer Service Team Leader with 7+ years of experience leading and developing teams of 15+ associates in international contact center operations. I’ve sustained CSAT above 4.85 and FCR above 85% through coaching, quality monitoring, and process improvement, while delivering real-time floor support and handling complex escalations.

My work focuses on operational excellence—recognized as Manager of Operational Excellence (2021) and earning multiple monthly and quarterly awards as a Web Advisor and Team Lead. I build Excel-based performance dashboards, strengthen de-escalation and active listening, and ensure strict adherence to SOPs, policies, and regulatory requirements.

Experience

Work history, roles, and key accomplishments

Customer Support Team Lead

Glowtouch Technologies Pvt Ltd (UnifyCX)

Jul 2018 - Mar 2026 (7 years 8 months)

Led and managed a team of 15+ customer service associates, providing real-time floor support and handling complex escalations. Drove performance through daily SLA tracking, coaching, and quality monitoring, sustaining CSAT above 4.85 and FCR above 85%.

Team Leadership People Management Floor Support Escalation Handling De escalation Active Listening Coaching Quality monitoring SLA CSAT FCR performance reporting Analytics Process Improvement Documentation Technical Troubleshooting

Senior Web Advisor

Glowtouch Technologies Pvt Ltd (UnifyCX)

Apr 2015 - Jun 2018 (3 years 2 months)

Resolved technical and billing issues for hosting customers while managing concurrent multi-channel interactions under time pressure. Improved customer retention by de-escalating frustrated customers and providing alternative solutions to resolve cases.

Customer Support Technical Troubleshooting Billing Support Customer Retention De escalation Churn Prevention

Junior Web Advisor

Glowtouch Technologies Pvt Ltd (UnifyCX)

Jun 2013 - Mar 2015 (1 year 9 months)

Provided email-based technical support for iPage hosting customers, independently resolving domain, DNS, and SSL issues. Escalated and closed complex cases with cross-functional technical teams to accelerate resolution times.

Email Support Domain Support SSL Customer Service Escalation Management Cross Functional Collaboration Hosting Support