Open to opportunities

Sameer Parihar

@sameerparihar

Message

I lead BPO customer service operations, improving productivity, SLA performance, and client escalation outcomes.

India

Message

What I'm looking for

I'm looking for an operations leadership role where I can lead customer service teams, improve SLA and quality performance, use data to optimize processes, coach employees, and strengthen client outcomes.

At Teleperformance, I lead a 24-member customer service team and drive KPI, KRA, SLA, quality, productivity, and resolution performance.

I reduced client escalations by 40% through proactive issue tracking, root-cause analysis, and SOP enhancements. I also improved team productivity by 18% over two quarters through structured coaching plans and performance dashboards.

I maintain average first response time under 30 seconds and resolution rates above 95%, while preparing daily and weekly MIS reports for management and clients. I collaborate with quality, training, and operations teams to improve workflows and customer satisfaction.

Earlier, I supported international chat customers at Teleperformance and delivered software implementation, technical support, documentation, and client training for Marg ERP enterprise clients. I enjoy developing people, improving processes, and translating performance data into stronger service outcomes.

Experience

Work history, roles, and key accomplishments

Current

Team Lead – BPO Operations

Current

Teleperformance

Jun 2021 - Present (5 years 3 months)

Lead a 24-member customer service team, driving KPI, KRA, SLA, and quality benchmarks. Reduced client escalations by 40%, improved team productivity by 18%, and reduced new-hire ramp-up time by 25%.