Yogesh Aswani
Customer Service Leader | KPI Management Expert | Team Management
- Role
- Assistant Call Center Manager at TP
- Location
- Jaipur, RJ, IN
- LinkedIn followers
- 500 followers
About Yogesh Aswani
Operations & Service Delivery professional with 9+ years of experience leading global…
Experience
Assistant Call Center Manager
Jan 2024 — Present · Jaipur, IN
Led 100-125 FTEs in customer service ops, managing voice/non-voice channels, training, & motivation- Played a key role in the Global Support Operations function for APAC markets- Analyzed CSAT, NPS, SLA, AHT to find gaps & drive strategies for customer success improvement- Acted as the liaison between the market client and stakeholders- Joined business reviews, sharing insights & identifying trends to give actionable feedback internally- Boosted revenue by 5% by optimizing operational metrics, including auxiliary time and breaks- Implemented process improvement initiatives that enhanced efficiency by 20%- Identified SLA risks, and applied mitigation strategies, ensuring high SLA fulfillment consistently- Created tailored career plans & mentorships, greatly boosting talent retention- Led projects to streamline processes, cutting average handling time by 25%- Successfully managed two projects with the Centre of Excellence team, streamlining processes, reducing costs, and developing effective strategies.
Education
University of Rajasthan
Master's degree, Business Administration and Management, General
S S Jain Subodh Commerce & Arts College, Jaipur
B.Com - Bachelor of Commerce, Business/Commerce, General
Jaipuria Vidyalaya
Senior secondary education, Commerce
2017
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