Abhishek Gaud

Results-driven Customer Service and Operations Leader with 16+ years of cross-functional experience in Business Operations, US Healthcare, E-commerce Customer Experience, Vendor Management, Quality Assurance, and Training & Development across global environments. Proven expertise in leading large in-house and outsourced customer service teams, managing multi-channel support (voice, chat, email, and social), and driving service excellence through data-driven insights, process optimization, and automation initiatives. Skilled in performance management, SLA governance, and partner relationship management, ensuring consistent achievement of CSAT, FCR, and efficiency targets. Recognized for implementing Lean Six Sigma methodologies to improve productivity, reduce costs, and enhance customer satisfaction. Adept at collaborating cross-functionally with Product, Tech, and Operations teams to deliver climbable solutions, strengthen customer experience, and align with strategic business goals.compliance monitoring, and performance evaluation, ensuring cost-effectiveness and service reliability.

• Father's Name: LATE B.P Gaud
• Date of Birth: 1984-02-02

• Spearheaded performance and leakage management across allocated sites/partners while ensuring seamless project delivery with minimal operational disruption to staff and clients.
• Designed and executed performance and governance frameworks aligned with client SLAs to maintain operational efficiency and contractual compliance.
• Partnered with the Business Development team to grow existing client accounts and pitch capabilities to new clients using successful delivery case studies.
• Deep domain expertise across banking, insurance, capital markets, wealth management, mutual funds, and regulatory.
• Owned end-to-end delivery of medical coding operations across multiple shifts and locations.
• Translated client SLAs, quality benchmarks, and productivity goals into actionable operating plans.
• Ensured uninterrupted service delivery through effective capacity planning, staffing optimization, and shift coverage.
• Monitored volumes, backlogs, and throughput to proactively mitigate delivery risks.
• Acted as the primary escalation point for operational issues, ensuring timely resolution.
• Achieved productivity, accuracy, and utilization targets aligned with business and client commitments.
• Monitored SLA adherence, TAT, and throughput to prevent revenue leakage and penalty exposure.
• Implemented cost optimization initiatives through efficient staffing, cross-skilling, and utilization control.
• Managed overtime, shrinkage, and resource deployment to support budget compliance.
• Analyzed audit scores, error trends, defect leakage, and rework data to drive quality improvement.
• Partnered with Quality and Training teams to deliver targeted coaching, refresher training, and calibration sessions.
• Ensured compliance with HIPAA, PHI handling, and internal data security standards.
• Supported internal, external, and client audits with timely closure of findings.
• Participated in client operational reviews, and performance discussions.
• Prepared and presented MIS reports, dashboards, and performance insights to clients and leadership.
• Managed day-to-day client expectations through transparent communication and proactive updates.
• Handled operational escalations professionally to maintain high client confidence.
• Supported new client on-boarding, transitions, and scope change initiatives.
• Led, mentored, and developed Team Leads, Assistant Managers, and front-line supervisors.
• Conducted regular performance reviews, coaching sessions, and competency assessments.
• Drove employee engagement, motivation, and retention initiatives.
• Identified skill gaps and coordinated training, upskilling, and certification planning.
• Supported hiring, on-boarding, and workforce planning for medical coding teams.
• Built a strong succession pipeline and promoted internal talent growth.
• Reviewed daily, weekly, and monthly MIS dashboards to track operational performance.
• Analyzed trends across quality, productivity, utilization, and attrition metrics.
• Delivered data-driven insights and actionable recommendations to senior leadership.
• Ensured accuracy, consistency, and timeliness of all operational reporting.
• Identified opportunities for process simplification, standardization, and efficiency improvement.
• Led continuous improvement initiatives using Lean, Six Sigma, and best-practice frameworks.
• Ensured SOPs, workflows, and documentation were current, compliant, and consistently followed.
• Collaborated with Technology teams to drive automation and tool-enabled enhancements.
• Proactively identified operational, quality, and compliance risks across delivery.
• Developed mitigation plans to ensure continuity during high volumes or attrition.

• Schedule Optimizer (Cost Savings of ₹38.6 Lakhs Annually), Implemented STAR and DMAIC techniques to optimize workforce scheduling, integrate technology-driven efficiency checks, and enhance training programs. Achieved a reduction in manpower requirements while maintaining service quality, delivering annual cost savings of ₹38.6 lakhs.
• Attrition Reduction (From 26% to
• FCR Improvement (Penalty & Revenue Protection), Addressed low First Call Resolution (FCR) rates that were leading to penalties and revenue loss. Using STAR methodology, identified key drivers, implemented process changes, and enhanced agent training. Successfully achieved target FCR levels, eliminating penalties and protecting revenue margins.
• C-SAT Recovery (Goal Achievement in 45 Days), Led a focused improvement project on Customer Satisfaction (C-SAT), which had been consistently underperforming. Deployed action plans around agent coaching, process redesign, and feedback management. Within 45 days, turned performance around and successfully achieved C-SAT targets, strengthening client confidence.