Archit Patankar
Pune
Summary
Accomplished Head of Client Relations with extensive experience in client support, BPO management, and project implementation. Proven track record in leading teams to achieve high service standards and client satisfaction. Expertise in strategic planning, process improvement, and analytical problem-solving. Notable achievements include enhancing service delivery at TopSource WorldWide Pvt Ltd., optimising BPO operations at Tork Motors Pvt Ltd, and managing complex payroll processes at ADP India Pvt Ltd. Strong leadership skills demonstrated through effective team building, coaching, and training initiatives. Career goal: to leverage extensive experience in a senior leadership role focused on driving operational excellence and client success.
Professional with proven track record in managing diverse projects and delivering high-impact results. Known for exceptional problem-solving skills and ability to work seamlessly with cross-functional teams. Reliable and adaptable, consistently aligning with evolving business needs while maintaining strong focus on achieving results.
Overview
14
14
years of professional experience
Work History
Sr. Associate- Client Success
Kylas Technologies Pvt Ltd.
04.2025 - Current
- Led end-to-end Client Success ownership across onboarding, adoption, engagement, renewal, and expansion for SMB and Mid-Market clients, ensuring long-term value realization.
- Served as the strategic relationship manager for assigned accounts, engaging with CXOs, founders, and department heads to align CRM outcomes with business goals.
- Drove renewals, upsell, and cross-sell initiatives, contributing directly to revenue retention and account growth through consultative commercial discussions.
- Conducted Quarterly & Monthly Business Reviews (QBRs/MBRs) focused on KPIs, ROI, usage health, and roadmap alignment—common practice in GCC client environments.
- Enabled high product adoption by configuring workflows, optimizing lead management, automations, integrations, and user access aligned to regional business processes.
- Acted as a trusted advisor by identifying operational gaps, proposing CRM-led solutions, and supporting digital transformation initiatives.
- Managed high-value escalations and risk accounts, ensuring SLA adherence and swift resolution through cross-functional collaboration with Product, Tech, Sales, and Finance teams.
- Owned commercial coordination including renewals, add-ons, invoicing, payment follow-ups, and TDS/GST handling with precision and professionalism.
- Delivered executive-level product demos, user trainings, and adoption workshops to improve engagement and reduce dependency on support.
- Monitored account health dashboards, usage analytics, and churn indicators, proactively implementing retention strategies.
- Collected and translated customer feedback into actionable insights to support product enhancements and market alignment.
- Maintained strong process discipline, documentation, and CRM hygiene, supporting management reporting and forecasting.
Head of Client Relations
TopSource WorldWide Pvt Ltd
03.2024 - 01.2025
- Led dynamic customer support team to deliver exceptional service and client satisfaction.
- Established and enforced high service standards for consistent client satisfaction.
- Implemented feedback mechanisms to drive continuous service improvement.
- Served as primary point of contact for escalated client concerns, ensuring prompt resolution.
- Fostered strong client relationships through proactive issue resolution and support.
- Guided and inspired team, promoting a positive, collaborative environment.
- Developed and implemented training programs to enhance team capabilities.
- Supervised complex client issue resolution, collaborating with cross-functional teams.
- Analyzed recurring concerns to improve processes and prevent future issues.
- Continuously optimized customer support processes for efficiency and responsiveness.
- Implemented advanced solutions for issue tracking, resolution, and reporting.
- Maintained transparent communication with clients on issue resolution and performance.
- Delivered reports on client activity, team performance, and key metrics to management.
- Defined and monitored KPIs, using data to identify areas for improvement.
- Achieved targets for resolution time, first-contact resolution, and NPS scores.
- Addressed emerging trends in ticket volume to drive continuous improvement.
- Consistently delivered outstanding client service, elevated team performance, and enhanced operations.
BPO (Call Centre Manager)
Tork Motors Pvt Ltd
10.2022 - 02.2024
- Manage daily operations to meet service level agreements (SLAs).
- Optimize processes to improve efficiency and service quality.
- Lead, train, and develop a team to achieve performance metrics.
- Oversee staffing, including hiring, training, and appraisals.
- Act as primary client contact, ensuring satisfaction.
- Address client concerns and feedback professionally.
- Monitor and analyze performance, ensuring KPIs are met.
- Present reports on team performance, client feedback, and metrics to senior management.
- Identify opportunities for process improvement.
- Implement best practices and tools to enhance efficiency and satisfaction.
- Ensure systems and tools are current and effective.
- Collaborate with senior management to set strategic BPO goals.
- Develop strategies and action plans to achieve objectives.
US Payroll Process Analyst
ADP India Pvt Ltd
01.2021 - 10.2022
- Responsible for ensuring smooth and efficient payroll process through SAP.
- Responsible for payroll processing, including data entry, payroll calculations, and issuing pay checks or direct deposits.
- Single point of contact for handling escalations and queries related to the payroll.
- Responsible for troubleshooting technical and banking concerns related such as issues with software or payment processing systems.
- As the first point of customer contact played a critical role in ensuring that clients receive prompt and effective support.
- Assisted in building strong relationships with clients and ensuring customer satisfaction with ADP’s services.
Customer service and Escalation Management
Tata Consultancy Services Pvt Ltd (TCS)
01.2015 - 01.2021
- Worked for 2 years with Novartis Pharma’s Accounts Payable department on SAP system.
- Responsible for smooth processing of payroll, responding to issues and concerns raised by Novartis employees or vendors.
- Extensive experience of working with the SAP system with strong understanding of complex software platforms and providing effective support and resolution.
- Worked for 4 years with TCS BPS, specifically on the Telstra Business project.
- Responsible for connecting Telstra’s business customers from copper to fibre connections.
- Played a key role in ensuring smooth and efficient transition.
- Responsible for handling high-value complaints and ensuring end-to-end resolutions for customers within the SLA of 3 working days.
- Role included strong combination of problem-solving, communication, and customer service skills.
- Recipient of awards such as outstanding performance from both Telstra and TCS.
Customer Relation Advisor - Retention Team
Tech Mahindra Pvt Ltd
01.2014 - 01.2015
- Responsible for assisting customers of the service provider 3 Telecom UK to stay with the company by informing them about new offers on the latest handsets, along with available service plans.
- Responsible for minimizing number of cancellations and Port Out requests from customers, and to try to encourage customers to upgrade their services.
- This involved a strong focus on customer service, communication skills, and the ability to understand and promote the various offerings of 3 Telecom.
- Recipient of award for achieving the highest number of retentions for a particular month.
- Role involved working in a fast-paced, customer-focused environment and to assist customers navigate through complex service offerings.
Senior Team Lead
360 Degree Business Solutions Pvt Ltd
01.2013 - 01.2014
- Responsible for managing the headcount of the company according to client requirements including recruiting and retaining talented employees.
- Responsible for maintaining the vintage in the process and keeping attrition rates to a minimum.
- Worked on a pilot process for the backend setup of IIMPS Micro Pensions.
- This involved coordinating with other team members, conducting testing, and ensuring that the pilot process met the requirements of the client for major customers like ICICI PRUDENTIAL and IIMPS.
Team Leader
Calling 24o7 Pvt Ltd
01.2012 - 01.2013
- Responsible for setting up the Escalation Team and maintaining the quality of customer experience.
- Developed and implemented policies and procedures to ensure that customer complaints and issues were addressed in a timely and effective manner.
- Provided training to agents on new techniques and skills related to online selling practices and client interactions.
- Developed training programs to ensure agents are equipped with the skills and knowledge needed to provide high-quality customer service.
- Responsible for coaching customer service executives (CSE) by taking mock calls for the along with the quality analyst and helping them improve.
- Overall, my experience at calling 24o7 BPO Services Pvt Ltd highlights my skills in team management, customer service, training and development, and quality assurance.
Education
Post Graduate Diploma - Supply Chain Management
MIT
Pune, IndiaBachelor of Business Administration - undefined
Alagappa University
Karaikudi, India01.2020
Skills
- Team leadership
- Organization
- Strategic Planning
- Project Management
- Strategic Decision Making
- Analytical Problem Solving
- Team Building
- Effective Time Management
- Process Improvement
- Coaching
- Team leadership
LANGUAGES
English: C2 Proficient
Hindi: C2 Proficient
Marathi: C2 Proficient
Timeline
Sr. Associate- Client Success
Kylas Technologies Pvt Ltd.
04.2025 - Current
Head of Client Relations
TopSource WorldWide Pvt Ltd
03.2024 - 01.2025
BPO (Call Centre Manager)
Tork Motors Pvt Ltd
10.2022 - 02.2024
US Payroll Process Analyst
ADP India Pvt Ltd
01.2021 - 10.2022
Customer service and Escalation Management
Tata Consultancy Services Pvt Ltd (TCS)
01.2015 - 01.2021
Customer Relation Advisor - Retention Team
Tech Mahindra Pvt Ltd
01.2014 - 01.2015
Senior Team Lead
360 Degree Business Solutions Pvt Ltd
01.2013 - 01.2014
Team Leader
Calling 24o7 Pvt Ltd
01.2012 - 01.2013
Bachelor of Business Administration - undefined
Alagappa University
Post Graduate Diploma - Supply Chain Management
MIT
HOBBIES AND INTERESTS
Traveling, Bike riding, Photography