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Vinita Venugopalan

@vinitavenugopalan

Message

I lead BPO customer operations teams to improve KPIs, service quality, and customer satisfaction.

India

Message

What I'm looking for

I'm looking to contribute to a dynamic organization by leading customer operations, improving KPI performance, strengthening service quality, and driving customer success.

At BPO Convergence Pvt. Ltd. / Digitide Solutions, I lead a 20–30 person Customer Service team supporting the TPWODL process. I monitor CSAT, SLA, AHT, FCR, QA, occupancy, and schedule adherence to keep operations on track.

I handle escalations, run daily huddles and coaching sessions, and prepare daily, weekly, and monthly MIS reports in Microsoft Excel. I’ve prepared reports for more than 1 lakh records and use root cause analysis to identify process gaps, strengthen productivity, and improve service quality.

I was promoted to Team Lead after leading the top-performing team for three consecutive months, and I bring the same focus to training, onboarding, performance management, and customer success.

Experience

Work history, roles, and key accomplishments

Current

Team Leader - Customer Operations

Current

BPO Convergence Pvt.Ltd / Digitide Solutions

Nov 2022 - Present (3 years 9 months)

Lead and manage a team of 20-30 Customer Service Associates, monitoring performance against KPIs including CSAT, SLA, AHT, FCR, QA, Occupancy, and Schedule Adherence. Handle escalations, conduct coaching sessions, and prepare MIS reports using Microsoft Excel.