Operations & Technical Support Leader

Prince Paul

Jaipur, Rajasthan +91-836*******

******.********@*****.***

Professional Summary

Operations & Technical Support Leader with 8+ years of experience in BPO Operations, Technical Support, Customer Experience, and Team Leadership. Experienced in leading teams of up to 70+ advisors, managing operational KPIs, technical escalations, SLA adherence, customer satisfaction, and continuous process improvement. Strong background in Adobe Technical Support and Airtel Broadband Technical Support, including internet connectivity troubleshooting, software support, customer issue resolution, RCA, stakeholder management, and performance coaching.

Key Achievements

Successfully led teams of up to 70+ Technical Support Advisors through four Team Leads.

Promoted internally from Customer Service Representative Team Lead Assistant Operations Manager based on consistent performance.

Improved CSAT, productivity, SLA adherence, and operational efficiency through coaching and performance management.

Managed complex customer escalations and collaborated with Quality, Training, WFM, and Business Leadership to improve customer experience.

Recognized as Supervisor of the Quarter (Nov 2024), Online Star of the Month (4x), and CSAT Champion

(2x).

Assistant Operations Manager Teleperformance Mar 2025 – Present

Managed end-to-end operations for a team of 70+ Technical Support Advisors through 4 Team Leads.

Oversaw SLA, Quality, CSAT, Productivity, Revenue, and Operational KPIs.

Led technical escalation management for complex Adobe customer issues involving installation, activation, licensing, subscription, connectivity, and application performance.

Conducted Root Cause Analysis (RCA) to identify recurring issues and improve operational processes.

Delivered coaching, calibration sessions, and performance reviews to improve troubleshooting capability and service quality.

Collaborated with WFM, Quality, Training, SMEs, and Business Leadership to drive continuous process improvements.

Managed stakeholder communication, business reviews, and operational reporting. Team Lead Teleperformance Jul 2023 – Feb 2025

Led a team of 25 Technical Support Advisors supporting Adobe customers.

Monitored SLA, AHT, CSAT, Quality, Productivity, Occupancy, and Attendance metrics.

Managed technical escalations and ensured timely resolution of customer issues.

Conducted coaching, side-by-side sessions, quality reviews, and performance discussions.

Worked closely with Training, Quality, and Workforce Management to improve team performance.

Awarded Supervisor of the Quarter (Nov 2024).

Customer Service Representative Teleperformance Sep 2021 – Jul 2023

Provided technical support for Adobe Business customers across Windows and macOS platforms.

Resolved issues related to software installation, activation, licensing, login, subscription management, updates, and application performance.

Troubleshot connectivity-related issues affecting Adobe applications, including proxy, firewall, browser compatibility, and network-related access problems.

Delivered consultative support while consistently achieving customer retention and service targets.

Received Online Star of the Month (4x) and CSAT Champion (2x). Customer Service Specialist IT Convergence Mar 2020 – Aug 2021 Process: Airtel Broadband Technical Support

Provided Level 1 technical support for Airtel Broadband customers through voice and remote troubleshooting.

Diagnosed and resolved internet connectivity issues related to broadband, Wi-Fi, routers, modems, and ONT devices.

Configured and troubleshot Dynamic IP (DHCP) and Static IP connections for residential and business customers.

Assisted customers with router configuration, Wi-Fi optimization, SSID setup, password management, and signal strength issues.

Performed basic troubleshooting for TCP/IP, DNS, DHCP, IP conflicts, and browser connectivity problems.

Guided customers through modem/router reboot, firmware reset, cable checks, and network diagnostics.

Resolved slow browsing, intermittent connectivity, packet loss, latency, and no-internet complaints using standard troubleshooting procedures.

Logged incidents, documented resolutions, and escalated complex network issues to Level 2 support while ensuring SLA compliance.

Collaborated with field engineers and network operations teams to restore customer services within agreed turnaround times.

Sr. Demand Generation Executive XDBS Corporation Jan 2019 – Jan 2020

Executed B2B demand generation campaigns for leading global software and technology companies.

Identified and qualified decision-makers including CIOs, CTOs, IT Directors, Vice Presidents, and Business Heads across international markets.

Conducted outbound prospecting through LinkedIn Sales Navigator, email marketing, cold calling, and research.

Shared industry whitepapers, research reports, webinars, and marketing assets to generate customer interest.

Qualified leads based on BANT and business requirements before handing them over to enterprise sales teams.

Scheduled meetings between prospective customers and software sales consultants.

Built and nurtured relationships with enterprise decision-makers to create long-term sales opportunities.

Maintained CRM data, tracked lead status, and ensured accurate pipeline reporting. Additional experience in customer support, business development and service operations. Core Skills

Technical Support Operations IT Helpdesk Incident Management Network Troubleshooting Internet Connectivity Wi-Fi Troubleshooting TCP/IP DNS DHCP Static IP Dynamic IP Router Configuration Modem Troubleshooting VPN Windows macOS SLA Management Root Cause Analysis (RCA) Escalation Management Team Leadership Stakeholder Management MIS Reporting CSAT Quality Management Productivity Management

Education

Bachelor of Commerce (B.Com) –

University of Rajasthan 2012-2015 (Final Year Dropout) Current Pursuing B.com From IGNOU – 1st Year.

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