Ashish Sharma
Pune
Summary
Assistant Operations Manager with 10+ years of leadership experience in high-volume, SLA-driven support environments across global markets. Proven success in coaching and developing support teams, managing escalations, and partnering cross-functionally with Product, Engineering, Sales, and Customer Success to improve customer outcomes. Experienced in delivering Western service models with local teams, driving CSAT, and building scalable, data-driven support processes within SaaS-based ecosystems.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Operations Manager
TruckX Technologies Pvt Ltd
Pune
03.2025 - Current
- Led and coached supervisors, team leads, and technical support agents to consistently meet SLAs, CSAT, and operational KPIs.
- Managed daily operations of technical support, ensuring efficient workload distribution and performance optimization.
- Drove coaching initiatives, providing feedback and performance improvement plans to facilitate career progression.
- Collaborated with Product and Engineering teams to resolve recurring customer issues and enhance product supportability.
- Oversaw escalation management, ensuring prompt resolution of high-impact customer issues per established frameworks.
- Utilized data-driven insights to refine support metrics and align team performance with business objectives.
Assistant Manager
Rebel Foods Pvt Ltd
Pune
10.2023 - 02.2025
- Spearheaded customer experience initiatives across multi-channel support environments.
- Collaborated with Product, Operations, and Supply Chain teams to resolve customer-impacting issues.
- Analyzed customer and operational data to identify trends and prevent repeat issues.
- Delivered measurable improvements in customer satisfaction and operational efficiency.
Senior Team Manager
Rebel Foods Pvt Ltd
Pune
11.2021 - 09.2023
- Managed a team of 30–35 advisors, maintaining Western service standards for domestic and international customers.
- Achieved CSAT, AHT, SLA, and quality targets through structured coaching and performance evaluations.
- Led automation initiatives and tool integrations, enhancing case handling efficiency with Freshdesk and Locobuzz.
- Served as escalation point for complex customer cases, collaborating with stakeholders to resolve recurring issues.
CS Resolution Specialist
Amazon Development Center Pvt Ltd
Pune
08.2016 - 10.2021
- Optimized workflow processes to enhance daily productivity and personnel effectiveness.
- Oversaw critical social media escalations, resolving brand-damaging issues as primary contact in Customer Services Department.
- Identified and documented operational areas needing improvement and employee challenges.
- Engaged with employees to provide strategic recommendations and ensure understanding of responsibilities.
- Communicated strategic insights on customer experience, service trends, and best practices to interdepartmental teams.
Education
Bachelor of Science - Electronics and Telecommunication Engineering
CSVTU
Durg, CG2011
Skills
- Operations management
- Technical support leadership
- Project management
- Global operations support
- Data analytics (Excel, SQL, dashboards)
- Stakeholder engagement
- Process improvement & RCA
- Cross-functional collaboration
- Escalation & Incident management
Certification
Data Science Bootcamp (In Progress)
UpGrad | Expected Completion: [Oct, 2026]
Key Topics: Python, Machine Learning, SQL, Data Visualization, Statistics, Predictive Modeling, Big Data, Power BI.
Hobbies and interests
- Playing and watching cricket.
- Binge-watching TV Shows and movies.
- Socializing and spending quality time with friends.
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Punjabi
Native
Native
Timeline
Assistant Operations Manager
TruckX Technologies Pvt Ltd
03.2025 - Current
Assistant Manager
Rebel Foods Pvt Ltd
10.2023 - 02.2025
Senior Team Manager
Rebel Foods Pvt Ltd
11.2021 - 09.2023
CS Resolution Specialist
Amazon Development Center Pvt Ltd
08.2016 - 10.2021
Bachelor of Science - Electronics and Telecommunication Engineering
CSVTU