Open to opportunities

Kawal Arora

@kawalarora

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Assistant Manager specializing in customer care operations, team leadership, and data-driven results.

India

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What I'm looking for

I seek a leadership role in customer operations where I can apply data-driven management, improve SLAs, coach teams, and drive service delivery excellence.

I am an Assistant Manager with proven experience managing customer care operations for a global digital services client, focusing on service delivery excellence and SLA adherence.

I lead and coach high-performing teams—most recently a 20-member unit—across voice and chat channels handling domains, hosting, SSL, Microsoft email, and digital marketing solutions.

I use CRM tools and Tableau to drive data-driven decisions, optimize productivity, monitor SLAs, and identify business trends through dashboards and reports.

I am recognized for process improvements, strong client relationships, and measurable performance improvements, having earned multiple internal awards and management certifications.

Experience

Work history, roles, and key accomplishments

Assistant Manager

Teleperformance India Pvt. Ltd

Feb 2022 - Apr 2025 (3 years 2 months)

Managed a 20-member customer care team for GoDaddy services, ensuring SLA adherence and improving service quality using Tableau-driven insights and CRM case management.

Team Leadership SLA Management CRM Tableau Customer Support Coaching Performance Optimization Escalation Management

Subject Matter Expert

Teleperformance India Pvt. Ltd

Dec 2020 - Feb 2022 (1 year 2 months)

Supported operations and resolved complex customer queries while assisting supervisors with performance management and quality monitoring to raise team effectiveness.

Coaching Performance Management Customer Support Troubleshooting Knowledge Management

Customer Care Executive

Teleperformance India Pvt. Ltd

May 2019 - Nov 2020 (1 year 6 months)

Handled high-volume voice and chat interactions, maintained accurate records and ensured compliance with service quality standards for digital services customers.

Customer Support Chat Support Data Entry Quality & Compliance Case Management Multitasking

Customer Care Executive

eClerx Services Limited

Oct 2018 - May 2019 (7 months)

Provided customer support operations contributing to service delivery and maintaining interaction records during tenure in client servicing roles.

Customer Support Case Management Communication Client Servicing Problem Solving

Customer Care Executive

Concentrix Daksh Services India Pvt. Ltd

Jul 2017 - Oct 2018 (1 year 3 months)

Handled inbound customer interactions and supported service quality initiatives as part of a large customer care operation.

Customer Support Ticketing Systems Communication Time Management

Education

Degrees, certifications, and relevant coursework

Punjabi University, Patiala

Master of Business Administration, Corporate Communication

Grade: 61.85%

Completed Master of Business Administration (Corporate Communication) with a focus on management and corporate communication, graduating in 2016 with 61.85%.