Belpu Madhava Rao
@belpumadhavarao
Operations leader with 17 years improving contact center SLAs, CSAT, and escalations across telecom and tech support.
IndiaWhat I'm looking for
I’m a results-driven Operations Leader with 17 years of experience managing large-scale contact center operations across telecom, banking, and tech support. I focus on customer help, escalation handling, and service delivery excellence—especially when issues are complex and time-sensitive.
In my current role as Operations Team Leader for Google Developer Support, I lead end-to-end operations, drive high-priority customer problem-solving, and ensure 100% SLA adherence. I analyze developer queries, coordinate with engineering teams, and improve customer experience through email quality audits and cross-functional escalations.
Previously, as an Assistant Manager and Operations Team Leader at Atria Convergence Technologies (ACT Broadband), I owned daily service delivery targets and resolved complex billing, connectivity, and service activation cases using root cause analysis. I also handled CEO escalations with 95%+ resolution within TAT, implemented real-time monitoring and coaching, and strengthened service recovery, quality assurance, and performance management to improve CSAT and resolution efficiency.
Experience
Work history, roles, and key accomplishments
Operations Team Leader
Teleperformance
Aug 2025 - Present (11 months)
Lead end-to-end operations for Google Developer Support, resolving high-priority customer issues and ensuring 100% SLA adherence. Analyze developer queries with engineering teams and manage email quality audits and cross-functional escalations to improve CSAT and reduce repeat contacts.
Assistant Manager
Atria Convergence Technologies Ltd (ACT Broadband)
Apr 2023 - Jul 2025 (2 years 3 months)
Own daily service delivery targets across Usage & Revenue, CFE, and CAF processes and resolve complex customer issues using root cause analysis. Handle CEO escalations and critical complaints with 95%+ resolution within TAT and implement real-time monitoring and coaching to improve associate performance.
Operations Team Leader
Atria Convergence Technologies Ltd (ACT Broadband)
Dec 2021 - Mar 2023 (1 year 3 months)
Operations Team Leader at Atria Convergence Technologies Ltd (ACT Broadband), supporting customer support operations and service delivery.
Quality Analyst
Atria Convergence Technologies Ltd (ACT Broadband)
Jan 2017 - Dec 2021 (4 years 11 months)
Quality Analyst at Atria Convergence Technologies Ltd (ACT Broadband), contributing to quality and customer support performance.
Quality Lead
Tata Business Support Services Ltd
Aug 2016 - Jan 2017 (5 months)
Quality Lead for the Andhra Bank process at Tata Business Support Services Ltd.
Quality Analyst
Intelenet Global Services
Apr 2015 - Jul 2016 (1 year 3 months)
Quality Analyst for the Axis Bank process at Intelenet Global Services. Analyzed customer complaints and service failures to drive process improvements and reduce escalation volumes.
Quality Analyst
Tata Business Support Services Ltd
May 2009 - Mar 2015 (5 years 10 months)
Quality Analyst for Tata Sky at Tata Business Support Services Ltd. Resolved customer experience gaps through call audits and corrective action plans, and improved satisfaction via targeted TNI programs and calibration.
Education
Degrees, certifications, and relevant coursework
Shobhit University
Bachelor of Commerce (B.Com), Commerce
Completed a B.Com program at Shobhit University.
Narayana Junior College
Intermediate, Intermediate Education
Completed Intermediate education at Narayana Junior College.
Nrupatunga High School
S.S.C, Secondary Education
Completed S.S.C at Nrupatunga High School.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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