Open to opportunities

Jadhav Abhishek

@jadhavabhishek

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Customer services team leader delivering high-CSAT voice operations with operational ownership.

India

Message

What I'm looking for

I’m looking for a customer-operations role where I can lead 24/7 service delivery, own KPI/SLA performance, coach teams, and improve processes. I want a data-driven culture that values compliance, quality, and measurable customer impact.

I’m a Customer Services Team Leader with 4+ years of experience leading voice process teams, including 2 years of full operational ownership at IntouchCX. I’m known for delivering seamless service delivery in a 24/7 environment, consistently maintaining high CSAT scores, and driving continuous improvement through structured coaching, quality checks, and process development.

I oversee day-to-day operations with daily KPI tracking, shift planning, escalation resolution, and SLA adherence, while staying accountable to regulatory compliance and customer ethos. I’ve retained at-risk clients by proactively resolving pain points, improved first-contact resolution by streamlining workflows, and used performance data to spot gaps—leading targeted coaching and root-cause fixes that reduced escalation volume. My impact has been recognized with the Q3 2025 RNR Award and 6× Employee of the Month.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Voice Process

Current

IntouchCX

Aug 2024 - Present (1 year 10 months)

Oversee day-to-day voice operations by tracking KPIs, planning shifts, coaching agents, and resolving escalations to consistently meet CSAT and service standards. Lead 24/7 compliance-aligned operations, drive continuous improvement via quality checks and process development, and retain at-risk clients through proactive resolution.

Team Leadership CSAT Escalation Handling Root Cause Analysis Quality Assurance Salesforce SAP CRM

E-Support Officer → Floor Walker

IntouchCX

Aug 2023 - Jul 2024 (11 months)

Promoted to Floor Walker to manage real-time agent queries, coordinate shifts, and monitor performance for a ~15-agent floor while maintaining 99% data accuracy on utility billing records. Conduct root-cause analysis on recurring escalations, lead quality checks, and use hourly performance dashboards to improve same-shift SLA and CSAT outcomes.

Data Quality Assurance Root Cause Analysis Hourly KPI Dashboards Shift Coordination Escalation Management Customer Support Operations

Customer Support Executive

Conneqt Business Solutions

Oct 2021 - Jun 2023 (1 year 8 months)

Delivered end-to-end customer support for product issues, installations, and technician dispatch across a high-volume 24/7 environment. Logged and tracked tickets in Salesforce and SAP CRM, resolved escalations and complaints, and improved first-contact resolution by verifying real-time product availability to reduce repeat contacts.