Amit Katkar
Operations Team Lead
Ghatkopar East,MH
Summary
Results-oriented content moderation and operations professional with 9 years of experience, progressing from Analyst to Operations Team Lead. Expertise in policy enforcement, quality assurance, and stakeholder communication. Focused on driving operational improvements through data-driven decisions and effective team leadership, consistently enhancing accuracy and efficiency to align with client expectations.
Overview
3
3
Languages
3
3
Certifications
10
10
years of professional experience
Work History
Operational Team Lead
Accenture
12.2022 - 03.2026
- Overseeing key functions including Incoming Calls, Web Chat, Escalation Management, Customer Verification, Refunds and Retention, Customer Experience, Tele-sales, and Renewal teams
- Lead a team of 24 members for the EUS market, driving span-level operations across multiple teams with 100% SLA & KPI adherence
- Consistently achieved all performance metrics on a week-on-week basis, ensuring operational stability and delivery excellence
- Acted as the primary escalation point, managing client issues and stakeholder coordination effectively
- Reduced planned and unplanned shrinkage through data-driven analysis, improving overall team productivity and efficiency
- Managed ~800 headcount (HC) for billing operations, ensuring full SLA compliance
- Achieved 31,500 weekly billable hours, consistently meeting client targets
- Delivered cost savings of $240K through operational and process optimization initiatives
Quality Auditor/SME
Accenture
01.2020 - 11.2022
- Managed quality audits and process adherence.
- Handled escalations and client communications.
- Improved process accuracy and efficiency.
- Trained and mentored new hires.
Analyst
Accenture
04.2016 - 12.2019
- Executed daily operational tasks with high accuracy and efficiency to ensure smooth operations.
- Supported team deliverables and contributed to process improvements
- Contributed to team deliverables and identified process improvements to enhance workflow.
- Developed domain expertise and operational knowledge to support team objectives.
Education
Bachelor - Computer Applications
C.V.Raman University
06-2015
Skills
Operations & Leadership
Team performance management
People Development
KPI & SLA Monitoring
Cost Optimization
Process Improvement
Escalation Handling
Customer relationship management
Accomplishments
- Encore Award for Best Team Lead | Accenture | January 2026
- Best Team Performance | Accenture | From Sept 25 till Feb'26
Certification
Power BI
Timeline
Operational Team Lead
Accenture
12.2022 - 03.2026
Quality Auditor/SME
Accenture
01.2020 - 11.2022
Analyst
Accenture
04.2016 - 12.2019
Bachelor - Computer Applications
C.V.Raman University