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Rakesh Gupta

@rakeshgupta

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Assistant Manager - Customer Support with 12+ years optimizing operations and team performance.

India

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What I'm looking for

I am seeking a leadership role in customer support or operations where I can drive process improvements, lead large teams, and deliver measurable improvements in SLA, CSAT, and retention.

I am an impact-driven Assistant Manager in Customer Support with over 12 years of experience across E-commerce, Healthcare, BFSI, and B2B services. I specialize in leading large contact center operations, driving SLA adherence, and improving customer satisfaction through data-driven process improvements.

Throughout my career I have managed teams of 150+ advisors and multiple team leaders, and I routinely lead WBR/DBR reporting and client reviews to translate metrics into actionable plans. I have a strong track record in reducing attrition and shrinkage while improving AHT and CSAT.

I am Six Sigma (Yellow Belt) certified and have been recognized with awards such as Talent Retention of the Year and multiple performance excellence honors. My approach emphasizes proactive coaching, early-warning systems for performance/attendance, and cross-functional stakeholder engagement.

I seek roles where I can apply my operational leadership, performance optimization, and client management skills to scale service quality and enable measurable business outcomes.