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SAURAV SINGH

@sauravsingh7

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Operations Team Lead at TaskUs who managed a 20+ person support team and reduced repeat defects by 18%.

India

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What I'm looking for

I'm seeking a Team Lead role in operations, where I can apply my people management and process improvement skills.

At TaskUs, I managed a team of 20+ customer support executives, achieving 90% CSAT and 93% quality against a 90% target. I ran weekly coaching and performance reviews, and supported onboarding for 20 new joiners.

I led SLA deep dives and root cause analysis that reduced repeat defects by 18%, and tracked trends that informed training and process changes, lifting accuracy by 5%. Earlier at TaskUs and Teleperformance, I handled voice, chat and email support, technical troubleshooting, and customer escalations.

Experience

Work history, roles, and key accomplishments

Team Leader

TaskUs

Aug 2024 - Sep 2026 (2 years 1 month)

Managed a team of 20+ customer support executives, delivering 90% CSAT and 93% quality. Led SLA deep dives, reduced repeat defects by 18%, and supported onboarding of 20 new joiners.

People Management Coaching Performance Reviews Quality Assurance SLA Management Root Cause Analysis Trend Analysis Escalation Management Data Analysis Dashboard Creation Excel SQL

Customer Support Executive

TaskUs

Jul 2023 - Aug 2024 (1 year 1 month)

Resolved complex queries in a voice process with 82% first-contact resolution, then selected for blended voice, chat, and email process. Maintained 92% quality and 88% CSAT across multiple channels.

Voice Process Blended Process Customer Support Quality Assurance CSAT First Contact Resolutions

Customer Support Executive

Teleperformance

Dec 2021 - Jan 2023 (1 year 1 month)

Provided technical support by taking remote access of customers' computers to troubleshoot and resolve issues, handling 60 contacts per day for a global brand with 95% SOP adherence and 85% CSAT.

Technical Support Remote Access Troubleshooting Customer Support SOP Adherence CSAT