Hi, I’m
Barkatul Islam
Bangalore
Summary
Strategic and customer-obsessed Operations & Experience Leader with 13+ years of experience across E-commerce, Food Tech, and service industries, driving operational excellence and exceptional customer experiences. Proven success in scaling operations, optimizing costs, and leading high-performing teams to deliver sustainable growth and measurable business impact.
Overview
14
years of professional experience
Work History
Swiggy
Manager
10.2023 - Current
Job overview
- Delivered strategic operational plans aligned with business goals, improving execution across functions.
- Automated OOS support, generating recurring cost savings of ₹1 Cr per month.
- Led peak-season Customer Support operations, achieving 93% order fulfilment during New Year and Christmas.
- Spearheaded the Rain Mode initiative, delivering 96% order fulfilment with zero operational disruptions.
Swiggy
Assistant Manager
10.2019 - 09.2022
Job overview
- Managed end-to-end order operations, delivering 95%+ order fulfilment.
- Resolved 100% of critical Delivery Partner payout issues, improving partner experience and operational efficiency.
- Managed 7 vendors and 2,000+ FTEs, ensuring seamless operations and SLA compliance.
- Improved CSAT by 31% percentage points, from 49% to 80%.
- Increased productivity by 12% through process optimization and operational excellence.
Hinduja Global Solutions
Assistant Manager
11.2017 - 01.2019
Job overview
- Led a 150+ FTE multi-channel support team, consistently delivering SLA excellence across Voice, Chat, and Email.
- Improved team performance by 10% MoM through coaching, quality governance, and process improvements.
- Managed end-to-end client delivery, driving improvements in CSAT, NPS, and SLA performance.
- Led critical client escalations and stakeholder governance, ensuring seamless service delivery.
Concentrix Technologies
Team Lead
06.2015 - 09.2017
Job overview
- Managed end-to-end client delivery across 2+ accounts, consistently achieving 95%+.
- Reduced critical client escalations by 30% through proactive issue resolution.
- Reduced process errors by 9% by implementing SOPs, dashboards, and workflow enhancements.
Flipkart
Senior Executive
10.2012 - 05.2015
Job overview
- Led a team of 20 associates, consistently achieving 92% CSAT, 85% FCR, and 98% SLA adherence.
- Improved team productivity by 20% and quality scores by 15% through coaching and performance management.
- Reduced customer resolution time by 30% while maintaining 95% customer satisfaction.
- Improved operational efficiency by reducing AHT by 10% and agent errors by 25% through process optimization.
Education
Gems B SchoolBangalore
MBA from Business Administration
01.2013
Jamia Hamdard UniversityNew Delhi
BBA from Business Administration
01.2010
Timeline
Manager
Swiggy
10.2023 - Current
Assistant Manager
Swiggy
10.2019 - 09.2022
Assistant Manager
Hinduja Global Solutions
11.2017 - 01.2019
Team Lead
Concentrix Technologies
06.2015 - 09.2017
Senior Executive
Flipkart
10.2012 - 05.2015
Jamia Hamdard University
BBA from Business Administration
Gems B School
MBA from Business Administration