Aamir Ismail

• Led a high-performing team to resolve complex technical issues, enhancing customer satisfaction and retention rates.

Improved CSAT by ~6% YoY and reduced Reopen Rate by 4.78% by enhancing SOPs, RCA depth, and coaching quality for L3–L4 engineers.

• Increased operational productivity by 12% by optimizing TWFL and deploying CAC automation alerts.

• Cut Audit TTA by 22% and reduced repeat defects via Project Makita, empowering faster global compliance alignment.

• Recovered $1M+ at-risk ARR by resolving enterprise escalations with proactive engagement and RCA-driven corrective actions.

• Boosted self-serve adoption by 8%, reducing ticket inflow and improving TTR.

• Achieved zero major defects across 2 quarters by standardizing calibrations globally.

• Accelerated leadership decisions with analytics-driven WBR/MBR/QBR reporting enabling rapid escalation prevention.

• Enabled global rollout of 5 operational improvements from 39+ VOA/Gemba builder ideas.

• Delivered 97% SLA compliance for 4 consecutive quarters using High-Sev triage rosters and Blurb communications.

• Increased employee sentiment scores by 20% YoY through HMD improvement initiatives.

• Maintained >95% quality via root cause analysis, coaching plans, and knowledge governance.

• Reduced shrinkage by 11% with advanced staffing and cross-regional task allocation.

• Shortened onboarding ramp-up by 30% for 500+ hires by overhauling training programs.

• Led strategic global launches: MENA DLS Expansion, Knowledge Centralization, Kronos Training & Process automation.

• Led a 45-member team (25 Operations + 20 Backend Processing) managing end-to-end customer lifecycle for Prime Personal Loans.

• Improved lead-to-disbursal +25%, exceeded sales target by 1+ CR every month.

• +9 NPS uplift through proactive lifecycle communication and segmentation strategies.

• Strengthened stakeholder relationships with banks/NBFC partners ensuring faster documentation TAT & aligned success outcomes.

• Enhanced operational efficiencies with real-time MIS dashboards & targeted performance coaching.

• Mentored 5 Newly Hired Managers & SMEs.

• Led 40+ customer support agents across Order Support & Zomato Gold verticals with KPI governance and performance uplift.
• CSAT improved from 81% ➝ 87% YTD through SOP consistency, faster redressal, and VOC-based coaching.
• Created 3 high-performing pods achieving >95% SLA & strong quality consistency.
• Mentored 5 agents & 2 Acting Team Managers successfully promoted into leadership roles.
• Owned Zomato Gold operations, ensuring premium member CX and SLA integrity.
• Reduced escalations −22% and AHT −15% with workflow & knowledge enhancements.
• Improved hiring quality for 3rd-party Gurgaon site; conducted 300+ operations/final interviews improving talent pipeline & ramp stability.
• Developed and implemented process improvements that streamlined operations, significantly reducing response times to customer inquiries.
• Mentored and trained staff in best practices, fostering a collaborative environment that increased team productivity and engagement.
• Managed complex customer issues and escalations, ensuring effective resolution and maintaining high service standards.

• Led cross-functional teams to enhance customer engagement strategies, resulting in improved satisfaction rates and retention.
• Developed and implemented training programs for new team members, fostering a culture of continuous improvement and high performance.
• Analyzed customer feedback data to identify trends, enabling the team to proactively address issues and elevate service quality.
• Streamlined communication processes between departments, enhancing collaboration and operational efficiency in customer support.
• Assisted in the development of customer success metrics, contributing to a data-driven approach for performance evaluation.
• Managed escalated customer inquiries, employing problem-solving skills to resolve issues efficiently and maintain customer loyalty.
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Led employee relations through effective communication, coaching, training, and development.
• Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
• Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.