Devendra Singh Yadav

I’m a results-driven Customer Support Team Leader and SME with 4+ years of experience in high-volume BPO environments. I’m known for managing client escalation workflows, leading teams with real-time coaching, and delivering white-glove service to international clients across US and UK shifts.

In my current role, I lead and mentor 5–8 customer support executives, handle L2/L3 escalations from high-value clients, and drive root-cause analysis with corrective action documentation. I maintain 95%+ SLA adherence and 98%+ quality scores through consistent monitoring, process enforcement, and quality feedback.

I also help teams improve performance at scale—collaborating with operations and quality to implement process improvements that enhanced efficiency by 20%, and using a coaching framework that reduced escalation turnaround time by 30%. Earlier, I supported international clients in technical support, helped reduce onboarding time by 15%, and later drove business development that increased the client base by 25%.