Himanshu Saxena
I am Himanshu Saxena, a results-driven team leader with 15+ years of experience in BPO and customer service operations.
About
I am Himanshu Saxena, a results-driven team leader with 15+ years of experience in BPO and customer service operations. I excel at building high-performing teams, driving SLA attainment, and managing attrition and shrinkage to keep operations smooth. I have a strong track record of coaching and developing talent, and I enjoy turning data into actionable insights that improve performance.
In my current role at Tech Mahindra, I lead a team of 12+ associates, deliver dashboards for senior leadership, and partner with stakeholders to implement process improvements. I am passionate about quality, data analytics, and creating a positive work environment where continuous learning and accountability fuel success.
- 16 years' experience
- Joined May 2026
Skills· 2
Languages
- EnglishAdvanced
- HindiFluent
Industry experience
- Professional Services
- Telecommunications
- Software & Internet
Work experience· 4 roles
Results-driven Team Leader responsible for guiding a 12+ member team in BPO and customer service operations. Achieved SLA targets, reduced attrition and shrinkage, and delivered actionable dashboards for senior leadership. Actively coached and trained team members, contributed to WBR/MBR reviews, and implemented process improvements to enhance productivity and quality.
Conducted quality audits for the AT&T consumer segment, providing feedback and coaching to improve CSAT. Used Verint, NICE, and ACT tools to identify opportunities for process improvements and performance enhancements.
Audited customer requests and ensured compliance with quality standards. Delivered coaching sessions and contributed to process improvements.
Education
Certifications and awards
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