Abhishek Jain
Bhopal
Summary
Accomplished Operations and Customer Service professional with 11 years of experience in customer support, operations management, and team leadership in Australian and Indian markets. Expertise in managing service operations, enhancing service quality, and leading high-performing teams. Strong in stakeholder coordination, process optimization, and delivering customer-centric solutions in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations / Customer Service Manager
Deol Car & Truck Rentals
Victoria
12.2023 - Current
- Managed end-to-end customer service and operational activities for a fast-paced vehicle rental business.
- Supervised and mentored customer service teams, ensuring high-quality client handling and operational efficiency.
- Implemented process improvements and quality-control measures to enhance service standards and customer satisfaction.
- Resolved escalations and customer concerns to enhance client retention and uphold brand reputation.
- Prepared operational and performance reports to monitor KPIs and maintain service benchmarks.
- Coordinated with operations, sales, and administration to streamline workflow execution.
- Created onboarding and training processes for new team members to elevate service delivery standards.
- Demonstrated strong leadership, communication, and stakeholder management capabilities in a multicultural work environment.
- Operated a fast-paced vehicle rental business, ensuring efficient service operations.
Senior Executive / SME / Team Lead
Netlink Software Pvt. Ltd.
Bhopal
12.2017 - 06.2023
- Oversaw high-volume email support operations for international customers, enhancing responsiveness and service quality.
- Acted as Subject Matter Expert (SME) for escalations and complex customer cases.
- Ensured SLA compliance and customer satisfaction through effective issue resolution, solidifying trust in support services.
- Trained and mentored team members on quality standards and communication practices, fostering team competence and cohesion.
- Assisted in process documentation, reporting, and workflow coordination.
Senior Executive
Netlink Software Pvt. Ltd.
Bhopal
09.2014 - 12.2017
- Managed inbound customer support operations, resolving inquiries to enhance customer experience.
- Provided product and service guidance while maintaining high customer satisfaction levels.
- Cultivated positive customer relationships through effective communication and timely follow-ups.
- Escalated critical cases appropriately to ensure timely resolution.
- Recorded customer interactions and operational activities to ensure data accuracy and support decision-making.
Education
PGDM - Telecom & Marketing
BITM Pune
01-2012
BE - Computer Science
OIST, RGPV University
01-2008
Skills
- Operations management
- Customer service leadership
- Client relationship management
- Process improvement
- Quality assurance
- Escalation handling
- Reporting and documentation
- Training and development
- Cross-functional collaboration
- Team management
- Workforce coordination
- Conflict resolution
Certification
- US Voice & Accent Training Certificate
- Alcatel Lucent – 2G/3G Technologies
Accomplishments
- Successfully managed customer service and operational functions for an Australian vehicle rental company.
- Led customer support teams and maintained high service quality standards.
- Improved operational coordination and workflow management across departments.
- Demonstrated strong leadership and stakeholder management abilities in fast-paced environments.
Languages
English
Advanced (C1)
C1
Hindi
Native
Native
Timeline
Operations / Customer Service Manager
Deol Car & Truck Rentals
12.2023 - Current
Senior Executive / SME / Team Lead
Netlink Software Pvt. Ltd.
12.2017 - 06.2023
Senior Executive
Netlink Software Pvt. Ltd.
09.2014 - 12.2017
PGDM - Telecom & Marketing
BITM Pune
BE - Computer Science
OIST, RGPV University