07/12/2025 updated
100 % available
BPO Operations & Technical Support Consultant | Process Optimization | Team Leadership
Jamshedpur, India
Only remote
Bachelor of Computer ApplicationsData AnalysisTechnical SupportBusiness Process ManagementCustomer Relationship ManagementBusiness AnalysisBusiness Process ImprovementOperational Data StoreOutsourcingQuality ManagementMicrosoft Power BIService Level ManagementSQL DatabasesStreamlineSalesforce TableauWorkflows
With over 12 years of experience in the BPO and outsourcing industry, I specialize in streamlining operations, improving technical support delivery, and leading high-performing teams. As a BPO Operations & Technical Support Consultant, I bring hands-on expertise in end-to-end process management, quality assurance, and client success across customer support and technical campaigns.
My core strengths include process optimization, workflow automation, KPI tracking, and root cause analysis to reduce inefficiencies and enhance service levels. I have led cross functional teams, coached staff at all levels, and managed transitions and escalations in fast paced environments. My leadership is focused on building collaborative, performance-driven cultures aligned to business goals.
On the technical side, I am proficient in SQL, Python, R, and data analysis libraries such as Pandas, Numpy, Seaborn, and Scikit-learn. I regularly use Power BI, Excel, and Tableau to convert operational data into actionable insights supporting informed decisionmaking and continuous improvement.
Whether you need to fix broken support processes, set up a scalable BPO framework, or optimize existing operations, I offer the right blend of industry knowledge and technical capability to deliver measurable impact.
Let’s connect to drive efficiency, performance, and growth in your operations.
My core strengths include process optimization, workflow automation, KPI tracking, and root cause analysis to reduce inefficiencies and enhance service levels. I have led cross functional teams, coached staff at all levels, and managed transitions and escalations in fast paced environments. My leadership is focused on building collaborative, performance-driven cultures aligned to business goals.
On the technical side, I am proficient in SQL, Python, R, and data analysis libraries such as Pandas, Numpy, Seaborn, and Scikit-learn. I regularly use Power BI, Excel, and Tableau to convert operational data into actionable insights supporting informed decisionmaking and continuous improvement.
Whether you need to fix broken support processes, set up a scalable BPO framework, or optimize existing operations, I offer the right blend of industry knowledge and technical capability to deliver measurable impact.
Let’s connect to drive efficiency, performance, and growth in your operations.
Experience
Professional experience10+ years
Freelancer since2025
Languages
EnglishFluentHindiNative speaker
Project history
Led end-to-end operations across multiple outsourcing projects, ensuring high-quality service delivery, process compliance, and consistently meeting client KPIs in customer support and technical services. Built and mentored leadership teams, driving a culture of continuous improvement and high performance.
Motivated high-performing technical support team in exceeding customer satisfaction targets. Leveraged in-depth technical knowledge and coaching expertise to empower team members and efficient issue resolution. Utilized data analysis to optimize work flows and ensure team performance aligned with strategic objectives.
Familiarized the team with customer needs, process SOPs and products. Coached and helped develop team members to resolve dysfunctional behavior. Identified and managed BQ techs across the floor to enhance floor performance.