Challange Limbu

I’m a results-driven BPO professional with 7+ years of progressive experience across customer service, operations, and team leadership. I currently lead service delivery operations, focused on quality, efficiency, and consistent customer satisfaction.

As a Team Lead at Accenture, I manage a team of 15–20 associates and consistently achieve and exceed KPIs across customer satisfaction, quality assurance, and productivity. I run regular performance evaluations, coaching sessions, and skill development plans—driving an average 20% improvement in individual performance.

I partner with cross-functional teams and clients to implement process enhancements, including reducing handling time by 15% while increasing first-call resolution. During high-volume periods, I handle escalations and provide strategic support to ensure SLAs are met without compromising service quality.

Earlier in my career at Tech Mahindra, I delivered expert technical support for internet and broadband services, resolving customer issues quickly and minimizing service disruptions. At Convergys, I advanced from Customer Service Representative—handling billing inquiries and mobile device support—to Subject Matter Expert for strong performance, product knowledge, and leadership in supporting the team.