Avdhesh Maurya

Dynamic Team Leader with over 8 years of experience in BPO and customer operations across premium aviation support and content moderation. Proven track record of managing high-performing teams of 22+ agents, optimizing workflows, and consistently exceeding CSAT and SLA targets. Strong expertise in workforce management, client governance, and data-driven performance coaching.

Team Leader - Teleperformance (formerly Majorel) - Mumbai, India

(2021-10 - 2026-06)

Managed and mentored a 22-member team, ensuring consistent achievement of operational KPIs and SLAs. Led dual-domain operations across high-stakes Customer Service (Vistara Airlines) and Content Moderation.

• Maximized premium aviation support metrics, significantly boosting CSAT scores and First Contact Resolution (FCR)
• Maintained strict social media compliance queues by enforcing rigorous platform safety guidelines
• Coordinated agent rostering, shrinkage management, and shift planning for optimal floor coverage
• Spearheaded weekly, monthly, and quarterly business reviews (WBR/MBR/QBR) with international and domestic clients
• Analyzed quality reports to conduct daily huddles, end-of-day calls, and targeted performance coaching
• Partnered with cross-functional teams including WFM, MIS, HR, and Finance to streamline administrative workflows
• Supported talent acquisition by conducting interviews, managing onboarding, and leading training batches

Customer Service Agent - Accenture - Mumbai, India

(2017-12 - 2020-12)

Delivered high-quality customer support, resolving complex customer queries under strict turnaround times. Maintained top-tier quality scores while identifying process bottlenecks to improve overall team productivity.

• Assisted new hires during onboarding and nesting phases, building foundational leadership and mentoring skills

Bachelor of Commerce - B.Com. - Somaiya College of Commerce, Mumbai (2017)

Higher Secondary Certificate - HSC - NKTT College, Mumbai (2014)