Manan Parashar

Team Leader

Solutions • Período integral

Mar 2023 - Present • 3 yrs 2 mos

Engineering Graduate with 3 years of experience in Business Process Outsourcing (BPO) within the fast-paced tech sector. For the last 1 year, I have served as a Team Leader, managing daily operations, mentoring team members, and driving performance excellence. I leverage my strong analytical and engineering mindset to troubleshoot complex customer issues, identify root causes, and optimize support workflows for efficiency and quality. My proven track record includes reducing average response times and consistently increasing Customer Satisfaction (CSAT) scores by bridging the critical gap between technical logic and genuine customer empathy. As a Team Leader, I take full ownership of team performance tracking. I maintain comprehensive KPI dashboards using advanced Excel and Power Pivot, tracking key parameters such as SLA adherence, first contact resolution, average handling time, attendance, and quality scores. These dashboards enable real-time, data-driven decision-making, allowing me to provide targeted coaching, recognize top performers, and address gaps proactively. I have successfully used Power Pivot to model large datasets, create relationships between multiple tables, and generate pivot reports that surface actionable insights for senior management. My engineering background gives me a structured, logical approach to problem-solving — whether debugging a technical issue reported by a customer or finding the bottleneck in a support process. I am equally comfortable speaking with frustrated users, training new hires, or presenting weekly performance reports to stakeholders. I am now seeking to transition my operational insights, leadership experience, and data analytics capabilities into a process improvement or technical support engineering role, where I can drive measurable impact on both team efficiency and customer experience.