Avinash Singh

Experience

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  Tech Mahindra

  Oct 2019 - Jun 2023

  Operations Team Lead

  Progressed rapidly at Tech Mahindra, rising from Associate (2019) to Subject Matter Expert within a year, and later promoted to Team Leader—demonstrating a proven track record of high performance and leadership.Led the Vodafone Qatar Voice project (2022–2023), overseeing critical KPIs including shrinkage, attrition, service level, Customer Satisfaction (C-SAT), resolution rate, Average Handle Time (AHT), coaching, and hygiene metrics.Developed and empowered a high-performing team through strategic training initiatives such as mock calls and scenario-based learning, enhancing both customer experience and process outcomes.Entrusted with revenue-impacting initiatives, identifying and resolving revenue leakage through team engagement and analytics-driven strategies, consistently achieving measurable results and driving operational excellence. Show less

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  I Energizer , Noida

  Jun 2023 - Oct 2023

  Team Leader, Operations

  Joined I Energizer as a Team Leader for MakeMyTrip’s International Flight Process, taking full ownership of team performance and operational efficiency.Oversaw key performance metrics such as Average Handle Time (AHT), Customer Satisfaction (C-SAT), Pendency Clearance, AUX adherence, shrinkage, and attrition.Identified and resolved critical process challenges, particularly in C-SAT and Pendency Clearance, through data-driven insights and targeted action plans.Achieved key performance milestones by setting and exceeding benchmarks, leading to enhanced customer experience and improved process efficiency. Show less

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  Teleperformance

  Jan 2024 - Feb 2025

  Operations Team Lead

  Working as a Team Lead in Teleperformance Chat process. Our client is Comcast which provides Internet and Cable services in the major states of the USA. My job role is to take care of my team by meeting all the given KRA's and KPI's in the given period. Team Lead, team motivation, coaching and giving feedback are basic keyresponsibility areas of my job. I have the skills of Ms Excel, Ms PowerPoint, V-lookup, H-lookup, Ms Office, Outlook and People Management. Interacting with new people, making bonds with them, learning new things, and gaining knowledge is something I love doing. Show less