Natural Gaming
@naturalgaming
I lead BPO operations teams to improve SLA, productivity, and customer outcomes.
IndiaWhat I'm looking for
At TCS, I led 25+ analysts across investigations, reviews, and compliance operations, maintaining SLA performance through performance reviews, QA checks, and process improvements.
I built coaching programs, KPI dashboards, and audit controls that improved team productivity and engagement by 15% and process efficiency by 20%.
Earlier at Cognizant, I served as a process SME for 10+ agents, helping maintain quality compliance above 88%, raise CSAT to 92%, and improve NPS by 5 points.
My experience also includes international technical support at 24/7 InTouch and customer support for airline and Adobe customers at Concentrix, where I supported sales growth, customer resolution, and high-volume service delivery.
Experience
Work history, roles, and key accomplishments
Led a team of 25+ analysts in investigations, reviews, and compliance operations, maintaining SLA targets for three years. Implemented coaching programs and KPI dashboards to improve productivity and reduce attrition.
Served as senior point of contact and process SME for a team of 10+ agents, managing service requests and escalations. Improved CSAT to 92% and NPS by 5 points through AI-assisted tools and reporting.
Senior Consultant – International Technical Support
24/7 InTouch Pvt Ltd
Dec 2020 - Apr 2022 (1 year 4 months)
Delivered technical support to international customers, consistently achieving strong First Call Resolution and CSAT scores. Mentored junior agents and used Zendesk to resolve queries efficiently.
Operations Associate – International Customer Support
Concentrix Daksh Services India Pvt Ltd
Oct 2017 - Oct 2020 (3 years)
Supported international airline and Adobe customers, driving a 10% revenue increase through upselling and cross-selling. Handled 80+ inbound interactions daily while maintaining high CSAT and SLA metrics.
Education
Degrees, certifications, and relevant coursework
Coursera
Google Project Management, Project Planning & Execution
Currently pursuing Google Project Management certification in Project Planning and Execution.
Little Flower Degree College
Bachelor of Commerce, Business Administration & Finance
Bachelor of Commerce in Business Administration and Finance, completed in 2017.
Coursera
Six Sigma Yellow Belt, Process Improvement & Quality Management
Completed Six Sigma Yellow Belt certification in Process Improvement and Quality Management.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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