Bhavin Doshi
Senior Leader - Program Delivery With Focus On Compliance And Risk Mitigation
Mumbai,Maharashtra
Summary
Highly accomplished senior leader with 16 years of experience Operations across Industries like Contact Centres, Knowledge Centers and Education bringing a proven track record of success in setting up processes and teams, overseeing up to 145 members. Demonstrated expertise in digital transformation and automation projects, resulting in enhanced customer experience and cost savings without compromising service quality. Recently completed the Leadership program for Senior Executives at INSEAD Business School in 2022, gaining a comprehensive understanding of critical organizational functions including Finance, Marketing, Operations, Business Development, and Strategy. Seeking senior-level roles in operations or general management in an organization where I can contribute to an organization's success. Key achievements include:
- Improved team performance by 20%, resulting in a reduction in customer churn rate by 15%.
- Implemented an automation system based on ticket categorization analysis, saving the organization USD 250K annually.
- Successfully managed a diverse portfolio of products, generating annual revenue of approximately USD 30 million."
Overview
18
18
years of professional experience
7
7
Certifications
4
4
Languages
Work History
Vice President - Operations
Zell Education Pvt. Ltd
Mumbai
04.2023 - 10.2023
- Hired and managed a team of 35 members to maximize productivity by training team members on best practices and protocols.
- Increased company growth by 5% through collaboration with sales and marketing departments.
- Researched and gained expertise on various regulatory requirements by the University Grant Commission to ensure all programs run in collaboration with various universities comply with the guidelines
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Worked with the team to improve business process flows and productivity.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
Assistant Vice President - Operations
Zell Education PVT Ltd
MUMBAI
04.2022 - 03.2023
- Led and managed a Customer Success team of 15 members, encompassing Retail (B2C), Enterprise (B2B), and University Partnership (B2B2C) Lines of Business
- Established and monitored key performance indicators (KPIs) for the Customer Success team, providing regular feedback to drive continuous improvement.
- Mitigated regulatory risks by overseeing adherence to University Grants Commission regulations with regards to admissions and program delivery.
- Played a key role as a senior team member in the planning and execution of digital transformation strategies like onboarding an Omni-channel ticketing system for Customer Service team, evaluating various AI based conversational analysis tools to automate quality analysis and training of sales and customer service teams
- Worked closely with cross-functional teams to identify and address process gaps, streamlining workflows and enhancing the overall customer experience across multiple touch points.
- Generated financial and operational reports to assist management with business strategy.
Regional Director - Operations
Emeritus
MUMBAI
01.2020 - 04.2022
- Managed end-to-end customer journey including admissions, access management, student support, program delivery, academic planning and delivery, training and quality, operational excellence, and analytics
- Oversaw a team of 110 members with three levels of hierarchy, responsible for performance management and appraisal
- Led post-sales customer experience for retail, Enterprise and University Partnership clients in India and APAC region having annual revenue of USD 30 million
- Successfully managed a diverse portfolio of products, including short certificates, six to one-year Diploma programs, and Degree programs in collaboration with international universities, in both synchronous and asynchronous formats
- Collaborated with cross-functional teams to ensure compliance with Australian (TEQSA) and Indian (UGC and NEP) Education policies and guidelines for launching Emeritus' first-ever degree program.
Associate Director - Operations
Emeritus
MUMBAI
09.2018 - 12.2019
- Oversaw performance management of 137 team members across four levels of hierarchy
- Recognized by the Leadership team for achieving the lowest attrition rates organization-wide
- Studied regulatory requirements of Singapore, United States and United Kingdom to align internal admissions and program delivery processes are compliant with the regulations of these countries
- Assessed risks associated with team activities and implemented appropriate procedures to mitigate potential problems.
- Reviewed proposed regulatory changes and evaluated potential impacts on business operations.
- Managed Operations for a diverse portfolio of short certificate and Diploma programs developed in partnership with prestigious universities in the United States and the United Kingdom
- Implemented an automation system based on ticket categorization analysis, resulting in a cost savings of USD 250K
- Collaborated closely with China and LATAM Operations leaders to provide comprehensive training on customer support processes during the establishment of new business units.
Senior Manager - Operations
Emeritus
MUMBAI
10.2016 - 08.2018
- Successfully managed and appraised a team of 40 members, including two levels of hierarchy
- Oversaw operations for B2C certification programs developed in partnership with renowned United States universities
- Collaborated closely with leadership team to assess customer support needs for White Labeled programs, resulting in the implementation of efficient processes that maximized user satisfaction
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Achieved and maintained exceptional performance metrics, including a CSAT score of greater than 92, first contact resolution rate of over 80%, and a turnaround time of less than 12 hours.
Manager- Operations
Emeritus
MUMBAI
04.2016 - 09.2016
- Spearheaded the establishment of the services delivery team, defining critical processes and assembling a high-performing team to meet the organization's ambitious growth objectives
- Successfully managed and executed eight programs independently, demonstrating exceptional project management skills and ensuring seamless operations
- Conducted comprehensive research on Singapore's Education Control body
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Senior Analyst - Program and Project Management
Accenture Services Pvt. Ltd
MUMBAI
01.2012 - 04.2016
- Achieved Number UNO Award in April 2013 for exceptional performance in terms of quality and timeliness
- Led a successful global project involving the upload and assignment of six assets to users from 18 different countries, resulting in 96% accuracy and 97% timeliness
- Received client appreciation for the accomplishment
- Received invitation from the client to attend a workshop in the U.S.A to address process gaps and discuss optimization of various LMS functionalities in June
- Played a key role in the transition of two new projects related to content and user administration on the salesforce.com platform
- Received recognition from both the client and Accenture leadership for efficiently managing the transition of both projects, optimizing resource utilization, and exceeding expectations. This led to increased client confidence and approval for an additional three resources for the new project
- Actively contributed to the Accenture Service Design team, responsible for creating the operational excellence document, SLA metrics, process flows, and escalation matrix.
Senior Customer support executive
Accenture Services Pvt. Ltd
MUMBAI
02.2009 - 12.2011
- Efficiently provided voice support for a US-based ISP, serving Broadband and DSL customers
- Resolved critical issues with the ISP and addressed customer queries within designated time frames, ensuring high customer satisfaction
- Provided technical training and support to team members, ensuring their alignment with the latest updates and enhancements
- Served as an acting Subject Matter Expert (SME) for a launch pad team, mentoring new agents and conducting refresher training sessions to improve their understanding and proficiency in the process
- Analyzed data for launch pad agents, identifying areas of improvement in CSAT and FCR metrics, and collaborating with supervisors to provide coaching and enhance agent performance
- Received a certification of appreciation from the client for consistently achieving a TAT score above 90, FCR of 85 and above, and a quality score exceeding 95%
- Consistently exceeded client expectations for three consecutive performance periods, resulting in enrollment into the BPO top talent program.
Customer support executive
Accenture Services Pvt. ltd
MUMBAI
07.2005 - 04.2007
- Provided voice support to the leading ISP in the United States, serving as a primary point of contact for broadband and DSL customers
- Delivered comprehensive technical training and support to team members, ensuring they remained up-to-date with the latest industry advancements
- Collected and analyzed critical data to enhance team performance and streamline operational processes
- Maintained a consistent level of excellence in customer service, resolving complex issues efficiently and effectively
Education
No Degree - Business Administration And Management
INSEAD
Fontainblue, France 04.2001 -
Diploma - Hospitality Management, Hotel Management
Rizvi College of Hotel Mgmt& Catering Technology
Mumbai, Maharashtra, India 08.2000 - 2003.04
Bachelor of Commerce | B.Com - Accounting, Economics, English
Malini Kishore Sanghavi College of Commerce And Economics
Mumbai, Maharashtra, India 06.1997 - 2000.03
Higher Secondary Education | HSC - Accounting, English, Statistics
Malini Kishore Sanghavi College of Commerce And Economics
Mumbai, Maharashtra, India 06.1995 - 1997.03
Secondary School Certification | SSC - English, Maths, and Science
St.Francis D'Assissi High School
Mumbai, Maharashtra, India 06.1986 - 1995.03
Skills
undefined
Certification
Using AI in Customer Service
Timeline
Using AI in Customer Service
10-2023
Vice President - Operations
Zell Education Pvt. Ltd
04.2023 - 10.2023
Assistant Vice President - Operations
Zell Education PVT Ltd
04.2022 - 03.2023
Business Development: Strategic Planning
07-2021
Customer Service Foundations
04-2021
Leading Yourself
01-2021
Executive Leadership
09-2020
Regional Director - Operations
Emeritus
01.2020 - 04.2022
Associate Director - Operations
Emeritus
09.2018 - 12.2019
Leading Change
10-2017
Leadership: People, Teams and Organizations
08-2017
Senior Manager - Operations
Emeritus
10.2016 - 08.2018
Manager- Operations
Emeritus
04.2016 - 09.2016
Senior Analyst - Program and Project Management
Accenture Services Pvt. Ltd
01.2012 - 04.2016
Senior Customer support executive
Accenture Services Pvt. Ltd
02.2009 - 12.2011
Customer support executive
Accenture Services Pvt. ltd
07.2005 - 04.2007
No Degree - Business Administration And Management
INSEAD
04.2001 -
Diploma - Hospitality Management, Hotel Management
Rizvi College of Hotel Mgmt& Catering Technology
08.2000 - 2003.04
Bachelor of Commerce | B.Com - Accounting, Economics, English
Malini Kishore Sanghavi College of Commerce And Economics
06.1997 - 2000.03
Higher Secondary Education | HSC - Accounting, English, Statistics
Malini Kishore Sanghavi College of Commerce And Economics
06.1995 - 1997.03
Secondary School Certification | SSC - English, Maths, and Science
St.Francis D'Assissi High School
06.1986 - 1995.03
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