Devender Tiwari
MANAGER LEAD - U.S. CLIENT OPERATIONS
Gurugram,HR
Summary
Results-driven Operations and Business Performance professional with 11+ years of experience managing operations, clients, revenue, sales, and team performance. Proven experience leading 200+ member teams and delivering key KPIs including CSAT, NPS, sales, revenue, productivity, quality, and service performance. Experienced in launching, scaling, and stabilizing new businesses across India and international locations while working closely with clients and cross-functional teams. Strong data-driven approach to identifying trends, improving productivity, and supporting business decisions, with intermediate proficiency in SQL and Tableau and strong Excel skills.
Overview
2
2
Languages
5
5
Certifications
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Manager lead - U.S. Client Operations
Concentrix India
Gurgaon, Haryana
2024.05 - 2026.05
- Led 200+ member teams across U.S. client operations and business performance.
- Drove KPIs, revenue, productivity, quality and service performance against client expectations.
- Led performance improvement initiatives through data, root-cause analysis and cross-functional collaboration.
Deputy Manager lead - U.S. Client Operations
Concentrix India
Gurgaon, Haryana
2022.11 - 2024.05
- Led 100+ member U.S. retention operations, driving customer retention and business performance.
- Managed revenue, productivity and service KPIs while ensuring consistent operational delivery.
- Worked with clients and cross-functional teams to improve performance and resolve operational
Assistant Manager - U.S. Client Operations
Concentrix India
Gurgaon, Haryana
2020.01 - 2022.11
- Managed 50+ associates across U.S. campaigns, driving revenue and service performance.
- Consistently delivered sales and operational targets through performance tracking and team coaching.
- Worked with teams and stakeholders to identify gaps, improve productivity and maintain service quality.
Assistant Manager - U.S. Client Operations
Convergys India
Gurgaon, Haryana
2017.10 - 2019.05
- Led 50+ associates across U.S. operations, driving sales and revenue performance.
- Consistently exceeded monthly sales targets by 10–15% through focused team management.
- Improved team performance through coaching, performance tracking and targeted action plans.
Senior Associate - U.S. Client Operations
Convergys India
Gurgaon, Haryana
2015.01 - 2017.09
- Supported U.S. client operations, handling customer interactions and day-to-day service requirements.
- Contributed to sales, service quality and customer experience through effective issue resolution.
- Built strong foundation in client handling, process knowledge and operational performance.
Education
Bachelor of Science - Hospitality and Tourism Management
Punjab Technical University
Agra, Uttar Pradesh 2008.07 - 2011.09
Diploma - Aviation
Heritage Institute Of Hotel & Tourism
Agra, Uttar Pradesh 2010.08 - 2010.11
Skills
OPERATIONS & PERFORMANCE Operations Management KPI & Performance Management Productivity ImprovementCLIENT & LEADERSHIP Client & Stakeholder Management Team Leadership Cross-functional CollaborationBUSINESS GROWTH Revenue & Sales Management Business Launch & Stabilization Process ImprovementDATA & ANALYTICS Data-driven Decision Making MIS & Reporting Excel Tableau (Intermediate) SQL/MySQL (Intermediate)
Accomplishments
- Manager lead of the year 2024-2025
- Manager of the Q4 (2025)
Certification
Data Analysis using Tableau
Timeline
Manager lead - U.S. Client Operations
Concentrix India
2024.05 - 2026.05
Deputy Manager lead - U.S. Client Operations
Concentrix India
2022.11 - 2024.05
Assistant Manager - U.S. Client Operations
Concentrix India
2020.01 - 2022.11
Assistant Manager - U.S. Client Operations
Convergys India
2017.10 - 2019.05
Senior Associate - U.S. Client Operations
Convergys India
2015.01 - 2017.09
Diploma - Aviation
Heritage Institute Of Hotel & Tourism
2010.08 - 2010.11
Bachelor of Science - Hospitality and Tourism Management
Punjab Technical University
2008.07 - 2011.09