Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Abhishek Chavan

Pune

Summary

Strategic analytics and operations leader with 19+ years of experience transforming data governance, advanced analytics, and customer experience into scalable business impact across SaaS, e-commerce, and telecom. Proven success in building global teams, centralizing fragmented data systems, and architecting automation at enterprise scale. Track record of enabling double-digit improvements in customer satisfaction, reducing manual workload by dozens of FTEs, and generating high-ROI efficiencies using AI, Six Sigma, and statistical process control. Trusted by executive leadership to lead complex transformation programs and data-first decision-making.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Sr Manager – Operational Excellence (Head of Automation & Analytics)

Avalara
Pune
04.2024 - Current
  • Spearheading strategic ops transformation for 100+ global implementation consultants; built automation-led frameworks boosting customer product onboarding from 1,000 to 1,700/month.
  • Developed and deployed a Transaction Quality framework across key operational processes, leading to 10% quality improvement and reduced rework.
  • Built a scalable, mix-adjusted performance analytics model across 5 core KPIs to streamline performance reviews and eliminate bias.
  • Elevated Customer Satisfaction from 39% to 74% within 6 months through targeted data-led interventions.

Sr Program Manager – Insights & Analytics

Amazon
Hyderabad
07.2018 - 03.2024
  • Built and led a 15-member global analytics team supporting 22 Amazon marketplaces and managing 100+ business metrics.
  • Migrated 70+ dashboards to Quicksight, saving ~5 FTEs annually and automating end-to-end reporting.
  • Created intake mechanism for 1,800+ ad-hoc requests/year, reducing redundant manual effort by 8 FTEs.
  • Introduced statistical process control across key KPIs, reducing validation time by 3 hours per metric per week.
  • Designed a Random Forest text analytics model to classify seller feedback, saving 33 supervisor hours weekly.

Senior Manager – Analytics

Capita India
Mumbai
04.2014 - 06.2018
  • Led 30+ FTE analytics team serving global telecom and utilities; launched predictive modeling to reduce customer effort and improve retention.

Manager (L4) – Customer Analytics

Sutherland Global Services
Mumbai
02.2013 - 03.2014
  • Owned analytics across speech, text, and digital channels; collaborated with client execs to design CX optimization strategies.

Assistant Manager – Customer Insights

Firstsource Solutions Ltd.
Mumbai
06.2006 - 12.2012
  • Led a 6-member billable analytics team; delivered insights on process flows, digital engagement, and operations.
  • Drove Six Sigma and Lean initiatives to streamline processes and improve customer experience.

Education

Bachelor of Commerce -

ML Dahanukar College of Commerce
12.2006

Skills

  • Data Strategy
  • Advanced Analytics
  • Operational Excellence (LSSBB)
  • Digital Transformation
  • Customer Health Optimization
  • Stakeholder Influence
  • Business Intelligence
  • AI-Enabled Workflows
  • RPA
  • Executive Dashboards
  • Data Governance
  • Python, R, SQL
  • Change Management
  • Predictive Modeling

Certification

Lean Six Sigma Black Belt

Languages

English
First Language
Spanish
Elementary (A2)
A2

Timeline

Sr Manager – Operational Excellence (Head of Automation & Analytics)

Avalara
04.2024 - Current

Sr Program Manager – Insights & Analytics

Amazon
07.2018 - 03.2024

Senior Manager – Analytics

Capita India
04.2014 - 06.2018

Manager (L4) – Customer Analytics

Sutherland Global Services
02.2013 - 03.2014

Assistant Manager – Customer Insights

Firstsource Solutions Ltd.
06.2006 - 12.2012

Bachelor of Commerce -

ML Dahanukar College of Commerce

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