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Puja Dubey

@pujadubey

Contact centre operations manager at Teleperformance overseeing Adobe reseller support, workforce planning, escalations, and team performance.

India

Message

At Teleperformance, I oversee contact centre operations for Adobe Outbound reseller accounts, including workflows, workforce planning, and team performance. I also serve as the escalation point for critical client issues.

Previously at Teleperformance, I coached agents supporting Adobe resellers, used CSAT, AHT, and FCR data to shape corrective plans, and tracked tickets and technical escalations in Freshdesk and Jira.

At Goibibo, I supported customer operations with Amadeus and Galileo ticketing and used AWS environments to troubleshoot booking failures. I also shared customer feedback with product development teams.

Earlier at Yatra.com and IndiGo Airlines, I handled flight changes, ticketing issues, and passenger queries. At Yatra.com, I also trained peers on rescheduling and cancellation procedures.

Experience

Work history, roles, and key accomplishments

Assistant Contact Centre Manager

Teleperformance

Jan 2025 - Jan 2026 (1 year)

Directed overall contact centre operations and performance metrics for Adobe Outbound reseller accounts. Served as the highest escalation point for critical client issues and led a multi-tiered team of coaches and agents.

Operations Management Workforce Planning KPI Tracking Escalation Handling Stakeholder Management Salesforce Freshdesk Jira AWS Amadeus Galileo

Team Coach / Performance Management

Teleperformance

Jan 2021 - Jan 2025 (4 years)

Led and coached a team of contact centre agents supporting Adobe Outbound resellers, driving improvements in customer satisfaction and retention. Analyzed KPIs, conducted coaching sessions, and delivered training to enhance performance.

Team Leadership Coaching KPI Analysis CSAT AHT FCR Freshdesk Jira Training Performance Management

Customer Support Advisor

Teleperformance

Jan 2019 - Jan 2021 (2 years)

Provided front-line customer and reseller support for Adobe outbound products, ensuring accurate query resolution and high customer satisfaction. Handled inbound and outbound queries across multiple channels and documented interactions in CRM systems.

Customer Support CRM Ticketing Systems Communication Skills Problem Solving

Sr. Executive – Customer Operations

Goibibo

Jan 2016 - Jan 2018 (2 years)

Acted as the primary operational liaison for complex product inquiries and handled high-profile social media escalations. Delivered backend GDS support using Amadeus and Galileo and contributed to product enhancements by channeling customer feedback.

GDS Amadeus Galileo AWS Customer Operations Escalation Management Social Media Monitoring Product Feedback

Sr. Executive – Customer Service

Yatra.com

Jan 2015 - Jan 2016 (1 year)

Handled complex international flight rescheduling, reissuance, and cancellations using Amadeus and Galileo GDS platforms. Audited workflows to identify bottlenecks and trained peers on updated procedures.

GDS Amadeus Galileo Customer Service Process Improvement Training

Executive – Customer Service

IndiGo Airlines

Jan 2013 - Jan 2014 (1 year)

Resolved passenger reservation issues and ticketing inconsistencies under pressure. Drove ancillary sales targets and managed check-in and boarding-related queries.

Customer Service Ticketing Sales Communication Skills Problem Solving