Sameer Khan
@sameerkhan13
Operations-focused Team Leader driving KPI performance, coaching teams, and resolving customer escalations.
IndiaWhat I'm looking for
I’m an operations-focused Team Leader with 5+ years of BPO experience, progressing from Customer Service Associate to Team Lead. I lead inbound and outbound customer service operations and actively monitor KPI performance including AHT, CSAT, Quality Score, Attendance, and Productivity.
I’m known for coaching agents through performance reviews, daily huddles, and escalation-handling that supports fast, effective service recovery. I coordinate with operations managers and clients during reviews, manage queue allocation and workload distribution for optimal efficiency, and drive process improvement by training teams, identifying performance gaps, and implementing corrective action plans.
Experience
Work history, roles, and key accomplishments
Customer Service Associate
Epi Center Technologies
Oct 2019 - Sep 2020 (11 months)
Worked as a Customer Service Associate supporting customer interactions and service delivery.
Led inbound and outbound customer service operations, monitoring KPIs (AHT, CSAT, Quality Score, Attendance, Productivity) and running daily huddles, coaching, and performance reviews. Managed escalations and coordinated with operations managers and clients during reviews to maintain service quality.
Handled complex customer queries and provided floor support for new agents while assisting team leaders with queue monitoring and service-level maintenance. Supported escalation handling and mentored junior associates, helping sustain strong CSAT and quality outcomes.
Education
Degrees, certifications, and relevant coursework
Mumbai University
Bachelor of Commerce, Commerce
2019 -
Bachelor's in Commerce from Mumbai University (Mumbai, India), starting in 03/2019.
International Air Traffic Association
IITC program, Air Traffic
2016 -
International Air Traffic Association (IITC) program completed in 2016 in Mumbai, India.
Availability
Location
IndiaAuthorized to work in
Job categories
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