Rohan Toora

Results-driven Team Leader with 5+ years of experience in operations management, customer service, performance management, compliance monitoring, and process improvement. Experienced in leading teams of 25+ FTEs, delivering client-required SLAs, driving operational excellence, conducting fraud reviews, internal compliance checks, RCA, trend analysis, quality audits, and stakeholder management. Improved SLA adherence from 85% to 90% and reduced social media escalations from 15% to 12% through coaching, process optimization, and data-driven insights.

Strong analytical background with SQL, Excel, Tableau, Python, and Data Analytics expertise.

Team Leader - Teleperformance

(2025-03)

Blinkit Process

• Leading a team of 25 FTEs responsible for customer operations and service delivery.
• Delivering client-mandated SLA targets while maintaining quality and productivity standards.
• Improved SLA adherence from 85% to 90% through structured coaching and performance management.
• Reduced social media escalations from 15% to 12% through trend identification and corrective action plans.
• Conducting regular 1:1 coaching sessions, performance reviews, and career development discussions.
• Performing Root Cause Analysis (RCA) and trend analysis through audits of customer chats and calls.
• Delivering actionable insights to clients that contributed to process improvements and operational efficiency.
• Supporting fraud reviews through call management audits and internal compliance checks.
• Managing customer and internal escalations while ensuring timely resolution.
• Utilizing SQL, Excel, and reporting tools to analyze KPIs and business performance.

Team Leader - Teleperformance

(2022-01 - 2024-12)

Zomato Process

• Managed daily operations, service levels, quality metrics, and productivity targets.
• Led coaching sessions, performance reviews, and improvement plans for advisors.
• Performed trend analysis and quality audits to identify operational gaps and improvement opportunities.
• Collaborated with stakeholders to improve customer experience and operational effectiveness.
• Consistently achieved operational goals while maintaining high service quality standards.

Associate - Teleperformance

(2021-07 - 2021-12)

Zomato Process

• Managed customer interactions with high accuracy and customer satisfaction ratings.
• Assisted in onboarding, mentoring, and training new hires.
• Maintained compliance with process standards and service requirements.

M.Sc. - Computer Science - MAHGU Himalayan Garhwal University

B.Sc. - Non-Medical - IEC University