Vikash Choubey

Client-facing support leader with 2+ years of experience coaching agents, monitoring KPIs, and resolving escalated customer issues in fast-paced, SLA-driven contact center environments. Promoted from Associate to Subject Matter Expert within 12 months for consistently exceeding quality benchmarks and driving team performance. Experienced in creating and implementing performance action plans, delivering on-the-job training, and acting as the communication bridge between agents, management, and clients.

Comfortable being a visible, hands-on presence on the production floor and thrives in fast-paced environments requiring strong multitasking and problem-solving.

Subject Matter Expert at Teleperformance Global Business Private Limited (2025-12 – Present)

• Coach and train 10+ agents on phone, livechat, and ticket-based support standards, monitoring individual performance against KPIs and providing regular, personalized feedback to close performance gaps.
• Resolve escalated client complaints and technical issues, liaising between contact center management, clients, and associates to drive timely resolution and keep all parties updated.
• Maintain and update process documentation, including written guidance used to bring underperforming associates back to expected standards.
• Partner with management to redesign workflows and training approaches, improving process efficiency and deadline adherence for a high-volume support queue.
• Act as a consistent, engaged presence for the team, ensuring associates remain productive and that floor-level systems and processes function smoothly.

Associate at Teleperformance Global Business Private Limited (2024-05 – 2025-11)

• Responded to client and colleague requests via phone, email, and live chat, resolving product and platform questions and complaints within SLA.
• Provided onboarding and up-training to new associates on operational procedures and platform tools as floor support, accelerating their ramp-up to full productivity.
• Documented recurring issues and process gaps, contributing to knowledge base and workflow improvements used across the team.
• Built strong client relationships through consistent, professional service while staying current on company policies and industry standards.

Bachelor of Computer Applications – Maulana Abul Kalam Azad University of Technology

ISC 12th in Science

ICSE 10th