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I am a results-driven Assistant Manager with 12+ years of experience in customer experience, operations, and quality management across banking, food delivery, and travel. I excel at turning complex problems into efficient processes and measurable improvements. Currently I lead a 55-member team with a track record of SLA lift, CSAT gains, and efficiency through automation, SOP design, and structured coaching. I thrive on data-driven decision making, quality assurance, and helping organizations deliver consistent, best-in-class service.…I am a results-driven Assistant Manager with 12+ years of experience in customer experience, operations, and quality management across banking, food delivery, and travel. I excel at turning complex problems into efficient processes and measurable improvements. Currently I lead a 55-member team with a track record of SLA lift, CSAT gains, and efficiency through automation, SOP design, and structured coaching. I thrive on data-driven decision making, quality assurance, and helping organizations deliver consistent, best-in-class service.

Tushar Choudhary

Project Manager, Production Manager, Studio Manager, +1

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I am a results-driven Assistant Manager with 12+ years of experience in customer experience, operations, and quality management across banking, food delivery, and travel. I excel at turning complex problems into efficient processes and measurable improvements. Currently I lead a 55-member team with a track record of SLA lift, CSAT gains, and efficiency through automation, SOP design, and structured coaching. I thrive on data-driven decision making, quality assurance, and helping organizations deliver consistent, best-in-class service.…I am a results-driven Assistant Manager with 12+ years of experience in customer experience, operations, and quality management across banking, food delivery, and travel. I excel at turning complex problems into efficient processes and measurable improvements. Currently I lead a 55-member team with a track record of SLA lift, CSAT gains, and efficiency through automation, SOP design, and structured coaching. I thrive on data-driven decision making, quality assurance, and helping organizations deliver consistent, best-in-class service.

Available to hire

I am a results-driven Assistant Manager with 12+ years of experience in customer experience, operations, and quality management across banking, food delivery, and travel. I excel at turning complex problems into efficient processes and measurable improvements.

Currently I lead a 55-member team with a track record of SLA lift, CSAT gains, and efficiency through automation, SOP design, and structured coaching. I thrive on data-driven decision making, quality assurance, and helping organizations deliver consistent, best-in-class service.

Skills

Experience Level

Expert

Expert

Expert

Expert

Language

English

Fluent

Hindi

Fluent

Work Experience

Assistant Manager - Customer Support at Paytm

May 1, 2025 - Present

Led operations for a 55-member customer support team, increasing CSAT from 58% to 92% and improving SLA adherence. Spearheaded CRM migration to enable workflow automation, enhanced agent productivity, and standardized processes with SOPs and HTML resources. Improved escalation handling and cross-functional coordination across onboarding and delivery functions.

Senior Quality Analyst at External Limited

November 1, 2021 - Present

Maintained 93% accuracy and conducted ad-hoc training sessions for the team. Improved onboarding time by 12% through leadership certification and training programs. Fine-tuned test pass rates from 78% to 87% over two years. Aided data-driven decision-making by generating monthly and weekly reports for stakeholders. Improved customer support efficiency by implementing quality control measures, reducing errors by 8%.

Operations Team Lead at Eternal Limited

January 1, 2020 - January 1, 2024

Increased team efficiency by 30% through optimized workflows and reduced turnaround times, managing a 22-member team. Developed quality dashboards and reporting templates, enhancing operational tracking by 25%. Partnered with Quality Management on five performance initiatives to improve CSAT/TAT/NPS. Streamlined customer and delivery queries with SOPs and HTML resources, improving resource allocation. Led CRM migration enabling workflow automation and achieving 80% agent efficiency and 92% quality standards.

Senior Executive at External Limited

August 1, 2019 - Present

Resolved 95% of customer complaints and managed over 700 social media queries per month. Boosted customer satisfaction by 15% through real-time support and efficiently resolving 175 concerns weekly. Skillfully handled 35 customer objections daily, delivering high-quality service and achieving a 60% satisfaction rating among domestic and international customers.

Client Account Officer at IndusInd Bank

October 1, 2016 - August 1, 2019

Successfully managed 50 client onboarding processes, ensuring thorough KYC verification and compliance adherence.

Phone Banking Officer at HDFC Bank

May 1, 2014 - September 30, 2016

Enhanced customer satisfaction by 25% by promptly resolving over 600 inbound queries per week. Increased team revenue by 15% through strategic promotion of bank products using approved techniques.