Amrita Upadhyay
As a Team Leader, I am deeply committed to fostering an environment of accountability and integrity, meticulously organizing processes to ensure compliance and uniformity across all operations. My pragmatic and logical approach allows me to consistently deliver reliable results while upholding the highest standards.
Experience
TEAM LEADER
EXCEVO LIMITED · Apr 2023 – Aug 2026
- Led a fully remote team of 17 customer service advisors supporting UK e-commerce customers across quality, productivity, SLA, customer experience, and operational performance.
- Managed performance against a 95% quality target, 24-hour SLA, and productivity expectation of 17 interactions per hour.
- Improved team productivity from approximately 17 to 18-19 interactions per hour through structured coaching, targeted performance support, and regular monitoring.
- Conducted 11-12 one-to-one coaching and performance sessions every month, focusing on performance gaps, customer handling, quality, and productivity.
- Monitored quality, productivity, customer sentiment, response volumes, efficiency, attendance, login adherence, idle time, and availability.
- Supported advisors with complex customer queries, escalations, process clarification, and difficult customer interactions.
- Partnered with Quality, WFM, Operations, and other stakeholders to resolve operational challenges and improve process adherence.
- Reviewed quality failures and recurring issues, identified root causes, and delivered targeted coaching to reduce repeat errors.
- Used Salesforce, eGain, sentiment data, and operational dashboards to monitor performance, investigate discrepancies, and support data-driven decisions.
- Supported new joiners during the transition from training to live operations while maintaining a supportive, accountable leadership culture.
SENIOR SUPPORT EXECUTIVE
STARTEK · Nov 2022 – Mar 2023
- Managed complex customer support and warranty escalations, taking ownership of high-priority cases through resolution.
- Investigated warranty concerns, product complaints, service issues, and recurring customer problems to determine appropriate resolutions.
- Coordinated with internal teams, service partners, and support functions to resolve escalated cases efficiently.
- Handled difficult and dissatisfied customers with empathy, professionalism, and a solution-focused approach.
- Ensured cases were handled in line with warranty policies, service standards, and defined business processes.
- Supported colleagues with complex cases and process-related queries while maintaining quality, productivity, and customer-satisfaction standards.
CUSTOMER SERVICE
AMAZON · Jun 2020 – Oct 2022
- Provided customer support in a fast-paced environment covering orders, deliveries, returns, refunds, and general service concerns.
- Investigated customer issues and delivered clear, accurate, policy-compliant resolutions.
- Managed challenging customer interactions with patience, empathy, and strong written and verbal communication.
- Worked consistently against productivity, quality, and customer-experience targets while maintaining accurate case documentation.
Skills 0 proven through work
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Education
Master of Commerce (M.Com), Economics
University of Lucknow · NaN — NaN
Contact details
Contact details
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What drives their work
The Facilitator
Ensures smooth operations and adherence to established processes by guiding and enabling others.
Amrita's superpower
Expertly guides teams and customers through complex processes to achieve compliant resolutions.
How Amrita works
You are best suited for roles that involve managing and guiding teams within established operational frameworks, ensuring efficiency and customer satisfaction.
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