Overview
Work history
Education
Accomplishments
Affiliations
Timeline
Generic

Naman Singla

Derabassi

Overview

3
3
years of professional experience

Work history

Team Leader

TaskUs, Mystiqa
Gurugram
11.2024 - Current
  • Conducted regular performance reviews to identify individual improvement areas and drive team development.
  • Led daily operations through pre-shift briefings and post-huddle meetings, aligning team objectives with KPIs.
  • Developed and implemented strategies to improve overall team performance and operational efficiency.
  • Monitored and managed shrinkage and attrition, ensuring workforce stability.
  • Enhanced BQ Outlier scores through targeted coaching and process improvements.
  • Conducted real-time call audits to ensure quality, compliance, and service excellence.
  • Introduced new working methods that increased efficiency across team operations.
  • Handled employee grievances professionally, reducing potential workplace disputes.
  • Encouraged open communication to foster a positive and collaborative work culture.
  • Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.


Key Achievements

  • Played a pivotal role in launching a new site in September 2024, supporting the setup and operational readiness.
  • Assisted multiple teams during their production phase, identifying performance gaps and implementing improvement plans.
  • Successfully managed operations without dedicated RTA and Quality support, ensuring smooth workflow and adherence to targets.
  • Solely managed the floor as the only Team Leader with comprehensive process knowledge.

SME (Subject Matter Expert)

TaskUs, Oorja
Mohali
06.2024 - 11.2024

Team Leadership & Performance Management

  • Led daily operations through pre-shift briefings and post-huddle meetings, aligning team objectives with KPIs.
  • Conducted regular performance reviews to identify individual improvement areas and drive professional growth.
  • Developed and implemented strategies to improve team performance, operational efficiency, and KPI achievement.
  • Monitored and managed shrinkage and attrition, ensuring workforce stability.
  • Enhanced Behavioral Quality (BQ) outlier scores through targeted coaching and process improvements.
  • Handled employee grievances professionally, reducing potential workplace disputes.
  • Encouraged open communication to foster a positive and collaborative work culture.
  • Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.

Onboarding Oversight & Mentorship

  • Guided Waves 51, 56, 66, 68, and 71 through the critical first 30-day ramp-up period.
  • Defined clear roles and expectations to ensure all new hires understood responsibilities and performance targets.

Performance & KPI Management

  • Monitored and improved team performance across four core voice-support KPIs: CCXU, RAP, PRR, and Transfer Rate.
  • Consistently maintained Average Handle Time (AHT) below 8 minutes by managing talk, hold, and wrap-up times.

Quality Assurance & Coaching

  • Conducted real-time and scheduled call audits to identify improvement areas and ensure compliance.
  • Delivered timely feedback and implemented targeted coaching plans to address performance gaps.

Professional Development & Knowledge Sharing

  • Maintained up-to-date knowledge through continuous professional development and self-study.
  • Reviewed and critiqued peer work to uphold high professional standards.
  • Devised innovative training methods to ensure thorough understanding of subject matter.
  • Participated in academic conferences, contributing to thought leadership in the field.

Teammate

TaskUs, Oorja
Mohali
09.2023 - 05.2024
  • Consistently achieved KPI targets across CCXU, RAP, PRR, and Transfer Rate metrics.
  • Monitored and improved monthly scorecard performance to maintain high-quality standards.
  • Ensured compliance with key metrics, including Offer Rate, Response Rate, and HMD%.
  • Maintained Average Handle Time (AHT) under 8 minutes through effective call management and workflow optimization.

Voice Support Executive

Teleperformance
Mohali
08.2022 - 08.2023

Primary Role:

  • Provided Level 1 voice and technical support to customers, ensuring timely resolution of queries and technical issues.

Key Responsibilities:

  • Consistently met or exceeded KPIs, including CSAT and sales targets.
  • Handled 30–40 inbound and outbound support/sales calls daily via Salesforce CRM.
  • Delivered clear, effective technical assistance to enhance customer satisfaction and retention.

Key Achievements:

  • Highest Sales Achiever — recognized for top qualifying sales performance.
  • GE Award for Best Performer — awarded for consistent excellence in customer support and sales delivery.

Education

MBA - Operations

Amity University
Noida
/2023 -

Bachelor Of Commerce - Commerce

SGGS College Sector 26
Chandigarh
/2019 - /2022

Senior Secondary -

Moti Ram Arya Sr. Sec Model School
Chandigarh
/2018 - /2019

Matriculation -

Moti Ram Arya Sr. Sec. Model School
Chandigarh
/2016 - /2017

Accomplishments

  • Highest Sales Achiever in recognition of top qualifying sales performance - Sep 2022
  • Honored with the GE Award for Best Performer—a testament to consistent excellence in support and sales - Jan 2023
  • Employee of the Month - May 2023
  • Best Team Leader - June 2025
  • The Game Changer (Q2) 2025
  • Master Blaster Best monthly Performer - April 2025

Affiliations

  • Ball Badminton: - Under 19 National Player (2nd Prize)
  • Under 17 States Championships (03rd Prize)
  • NSS (National Service Scheme): (2020-2022)
  • NCC (National Cadet Corps): 2016-2017

Timeline

Team Leader

TaskUs, Mystiqa
11.2024 - Current

SME (Subject Matter Expert)

TaskUs, Oorja
06.2024 - 11.2024

Teammate

TaskUs, Oorja
09.2023 - 05.2024

Voice Support Executive

Teleperformance
08.2022 - 08.2023

MBA - Operations

Amity University
/2023 -

Bachelor Of Commerce - Commerce

SGGS College Sector 26
/2019 - /2022

Senior Secondary -

Moti Ram Arya Sr. Sec Model School
/2018 - /2019

Matriculation -

Moti Ram Arya Sr. Sec. Model School
/2016 - /2017
Naman Singla