Wilson Fernandes

About Wilson Fernandes

My professional journey started in 2017 with Concentrix as a Customer Service Executive, where I built a strong foundation in customer support and service excellence while working across multiple Lines of Business.In 2019, I joined Webhelp (now Concentrix) and expanded my career across multiple roles including Moderator, Learning Expert, Temporary Assistant Team Leader, and Senior Quality Evaluator. These roles allowed me to gain deep expertise in operations management, team coaching, quality frameworks, and training delivery.As a Team Leader, I focus on driving operational performance, mentoring advisors, and ensuring teams consistently achieve key KPIs such as CSAT, Quality, Productivity, and SLA adherence. I am passionate about building high-performing teams, creating a positive work culture, and implementing process improvements that enhance both employee engagement and customer experience.My cross-functional experience in operations, quality, and learning & development allows me to take a holistic approach to leadership and performance improvement.I am always open to opportunities where I can lead teams, drive operational excellence, and contribute to organizational growth.Key Skills:Team Leadership | Operations Management | Performance Coaching | Quality Assurance | Customer Experience | Stakeholder Management | Process Improvement

Experience

1. Operations Team Leader

   TaskUs

   Mar 2026 — Present · Navi Mumbai, IN

   Operations Team Leader | Customer Experience | Performance & People ManagementExperienced Operations Team Leader with over 10 years of experience in the BPO and customer service industry, managing high-performing teams and driving operational excellence. Skilled in leading frontline advisors, improving team productivity, and ensuring delivery of key business metrics such as CSAT, Quality, AHT, and SLA.Proven ability to motivate and develop teams through coaching, performance management, and structured feedback sessions. Experienced in conducting team huddles, one-on-one reviews, and action planning to consistently improve agent performance and customer satisfaction.Strong background in handling escalations, coordinating with cross-functional teams, and ensuring smooth day-to-day operations. Adept at analyzing performance data, identifying gaps, and implementing strategies that enhance efficiency and service quality.Previously worked across multiple roles including Customer Support, Technical Support, Learning Expert, and Senior Quality Evaluator, giving a well-rounded understanding of operations, training, and quality frameworks within contact center environments.Recognized for building positive team culture, improving engagement, and delivering consistent operational results in fast-paced environments.Core Competencies:• Operations Management• Team Leadership & Coaching• Performance & KPI Management• Customer Experience (CX)• Escalation & Stakeholder Management• Quality & Compliance• Data Analysis & Reporting• Process Improvement & Efficiency

Education

• Swami Vivekananda Subharti University, Meerut

  Bachelor of Commerce - BCom, Business/Commerce, General

• BGVS Arts & Commerce College, Sadashivagad, Karwar.

  Class 12, Commerce

  2007 — 2009