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Shilpi Saxena

@shilpisaxena

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I lead BPO operations teams, improving productivity, customer support, quality, and target achievement.

India

Message

What I'm looking for

I'm seeking operations assignments in a reputed BPO organization where I can lead teams, improve productivity and quality, support customers, and achieve business targets.

I've led BPO operations across OCube Services, Teleperformance, I Energizer IT Solutions, and Spice BPO, progressing from customer care and telecalling roles to Deputy Manager of Operations.

At OCube Services, I manage an international backend process for business and visa allocation, oversee daily productivity, analyze errors, and support process flows.

I've managed sales teams, inbound and outbound calls, customer escalations, performance reporting, call monitoring, and new-hire product training. I was named Employee of the Year in 2014, promoted to SPOC, and handled a team of 20 associates.

Experience

Work history, roles, and key accomplishments

Deputy Manager - Operations

OCube Services

Nov 2025 - May 2026 (6 months)

Managing backend processes related to business and visa allocation, daily task productivity, error analysis, and team leadership.

Operations Management Backend Operations Team Leadership Error Analysis Productivity Management

Assistant Manager - Operations

Teleperformance

Dec 2018 - Jan 2025 (6 years 1 month)

Managed team sales targets, inbound and outbound calls, error analysis, daily reporting, customer service resolution, call monitoring, and new hire training.

Team Management Sales Inbound Calls Outbound Calls Customer Service Training Reporting KPI Management