vinay kaushik

I am a customer-centric Team Leader with over five years' experience in customer support, operations, quality assurance, team management and reporting. I consistently drive teams to meet and exceed KPIs while improving operational efficiency.

I have led roster planning, manpower allocation, shrinkage and attrition mitigation, and handled high-level escalations across social and email channels. I publish production and performance dashboards that help leadership make data-driven decisions.

My strengths include live/random/SBS auditing, real-time coaching, training and upskilling programs to boost agent productivity and service quality. I have a proven track record in process optimization and continuous improvement initiatives.

I am proficient with Salesforce, Freshdesk, LOS/LMS tools and MS Office suites, and I bring attention to detail, strong communication and leadership skills to fast-paced, target-driven environments.