Abdullah Khairuwala

Results-driven Training & Customer Success Leader with 3+ years of experience in customer operations, process training, and team development across BPO environments. Proven ability to design and deliver learning programs that improve advisor performance, reduce resolution time, and elevate customer satisfaction. Adept at leveraging data insights to drive process improvements, mentor cross-functional teams, and build scalable customer experience frameworks.

ProcessTrainer — Tira (Beauty & Personal Care) at Tech Mahindra (2024-04 – Present)

• Designed and delivered structured training modules improving product knowledge retention and service delivery consistency.
• Developed tailored learning journeys for new hires and tenured agents, reducing onboarding time and strengthening FCR metrics.
• Conducted performance gap analysis using call audits, quality scores, and CSAT data to implement targeted coaching interventions.
• Leveraged AI tools and digital learning platforms to modernize training delivery and enhance learner engagement.
• Managed end-to-end customer query resolution across voice, email, and chat channels, consistently meeting CSAT and NPS targets.
• Analyzed CX data to identify recurring pain points; reduced repeat contacts by improving self-service documentation.
• Spearheaded onboarding and training initiatives for new team members, standardizing service delivery and reducing ramp-up time.
• Acted as SME during product launches and process updates, ensuring team readiness and seamless customer transitions.

Advisor — Myntra (E-commerce) at Startek India (2023-09 – 2024-01)

• Delivered high-quality email and live chat support handling orders, returns, refunds, and complaints with empathy and accuracy.
• Mentored newly onboarded associates on platform processes and escalation procedures, improving team accuracy scores.

Support Specialist — Reliance Milk Basket (Quick Commerce) at Tech Mahindra (2023-02 – 2023-09)

• Managed inbound contacts for grocery/delivery operations, resolving order discrepancies with high first-contact resolution rates.
• Contributed to process documentation and SOP updates, improving team consistency and reducing average handling time.

Associate — State Bank of India (Digital Banking) at Teleperformance (2022-03 – 2023-02)

• Supported SBI customers with YONO app navigation, digital transactions, and compliance inquiries with zero violations over 12 months.
• Delivered personalized guidance to drive YONO digital banking adoption, contributing to improved user engagement.

MSW in Industrial Relations & Personnel Management (IRPM) – Dr. Bhim Rao Ambedkar University (2023-09 – 2025-07)

Bachelor of Arts in Physical Education – St. John's College (2020-03 – 2023-04)