Arun Koul

Customer-obsessed operations leader with extensive experience in B2C environments. Proven expertise in leading large teams (50+ FTEs), driving CSAT/NPS, managing escalations, and implementing process improvements.

Strong track record: 120% sales attainment, CSAT +20%, and AHT reduced by 15%. Skilled in CRM tools, data analysis, stakeholder management, and convergence selling strategies.

Assistant Operations Manager - Teleperformance India - Gurgaon

(2021-05 - 2026-03)

• Led a team of 50+ FTEs, delivering high-quality personalized service for premium B2C customers across all touchpoints.
• Improved CSAT by 20% through escalation protocol redesign and service quality initiatives; reduced AHT by 15%.
• Monitored KPIs/SLA compliance in real time; conducted business reviews and high-level client stakeholder reporting.
• Achieved 120% sales attainment through convergence selling strategies while maintaining premium service standards.

Team Leader – Operations - Teleperformance India - Gurgaon

(2019-01 - 2021-05)

• Improved agent productivity by 10% and reduced operational errors by 8% through structured audits and coaching.
• Monitored real-time KPIs via dashboards; collaborated with clients on continuous service delivery improvements.
• Handled escalations and resolved complex customer issues, maintaining consistently high satisfaction standards.

Technical Support Advisor - Teleperformance India

(2017-08 - 2019-01)

• Delivered multi-channel technical support (phone, email, chat) with a focus on first-call resolution and high customer satisfaction.
• Resolved complex hardware/software escalations and handled retention-related issues, maintaining consistent service quality benchmarks.

Bachelor of Technology - B.Tech - Punjab Technical University (2009 - 2015)