Geet Jain
Operations and Team Leader with 5+ years of experience in BPO operations, people management, performance management, customer operations, and process improvement
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About
Operations and Team Leader with 5+ years of experience in BPO operations, people management, performance management, customer operations, and process improvement. Proven track record of leading teams of up to 30 associates while consistently delivering approximately 98% quality, 98–99% productivity, and a 145-second AHT. Recognized for strong coaching, proactive issue resolution, and performance delivery. Promoted to Team Leader within one year at TaskUs.
Experience
Team Leader - TaskUs (Rangrezza International) - Indore
(2022-11)
- Lead and mentor teams of up to 30 associates; currently manage 17 associates, driving performance against quality, productivity, and operational targets.
- Consistently deliver approximately 98% quality and 98–99% productivity, with an average 145-second AHT while meeting operational targets.
- Conduct daily coaching, feedback sessions, performance reviews, and team huddles to identify skill gaps and improve individual and team performance.
- Proactively resolve customer and process issues to minimize escalations and maintain consistent service quality.
- Monitor team performance, attendance/adherence, productivity, and quality metrics and take corrective actions where required.
- Collaborate with QA and Training teams to close skill gaps and strengthen process compliance and performance.
- Received multiple Kudos / Best Performance recognitions for consistent contribution and performance at TaskUs.
Teammate - TaskUs (Rangrezza International) - Indore
(2021-10 - 2022-11)
- Delivered consistent performance in a high-volume customer service environment while meeting quality and productivity expectations.
- Recognized for strong performance and promoted to Team Leader within one year.
Seller Support Executive (Flipkart Process) - Teleperformance - Indore
(2020-09 - 2021-09)
- Supported online sellers with order management, account-related issues, and platform queries.
- Resolved seller concerns within defined turnaround times while maintaining service quality and customer experience.
Education
M.A. - English - Rabindranath Tagore University (2018)
B.Sc. - Mathematics - DAVV Indore (2016)
Diploma (Intermediate) - Computer Application - Maharishi Vedic Vishwavidyalaya (2015)
Higher Secondary - MP Board Bhopal (2012)
High School - CBSE Board, St. Mary's H.S. School (2010)
