Divyesh Kaushik
Ghaziabad,(Open to relocate anywhere)
Summary
Service Delivery and Operations Leader with 10+ years of experience managing global client-facing teams across India, Europe, Middle East, and North America. Strong background in escalation handling, SLA and KPI management, stakeholder engagement. Known for practical, people-first leadership style and for partnering closely with HR and senior leaders on performance management and employee development. Focused on AI adoption, automation, and data-driven decision-making to improve client outcomes, delivery scalability, and operational efficiency.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Asst. Ops. Manager
Al Dhia (UAE based recruitment firm)
Sharjah, UAE
2025.05 - 2025.11
- The company specializes in recruitment and staffing services across industries like construction, hospitality, and oil & gas with 50-100 employees and I acted as primary escalation point for 70+ high-priority corporate clients, managing time-sensitive and complex service issues.
- Partnered with internal teams to analyze performance metrics, identify gaps, and recommend improvement actions.
- Conducted regular review meetings with stakeholders, sharing insights and operational recommendations aligned with business goals.
- Improved escalation tracking and follow-up processes, helping reduce repeat escalations and improve client confidence.
Team Lead
Wolt(Finland based one stop shop for retail goods)
Stockholm, Sweden
2023.02 - 2025.04
- Wolt it on-demand delivery platform for retail goods and now part of DoorDash, it operates in over 25 countries across Europe, Asia, and the Nordics and I Led their 24,000+ SKU operations in 15,000 sq. ft. store warehouse, handling 30–50 pallets/day across ambient, chilled and frozen storage zones.
- Managed 30 staff including 6 Shift Leads, created demand-based part-time shifts under 5 hours to eliminate paid breaks, reducing labor costs while increasing productive hours.
- Forecasted order patterns and built shift models aligned to peak hours, ensuring fulfillment without exceeding manpower budgets.
- Negotiated inbound delivery slots to prevent overlapping loads, protecting cold chain integrity and improving SLA adherence.
- Enforced expiry and stock hygiene checks, eliminating dead stock, and improving product availability.
- Utilised RFID handhelds and barcode scanning for put-away, cycle counts and replenishment, increasing inventory accuracy and traceability.
- Implemented RCA/CAPA to eliminate recurring operational errors and discrepancies.
- Introduced incident reporting portal enabling real-time safety and operational escalation tracking.
- Improved dispatch accuracy by 18% and team productivity by 20% through data-driven slotting and replenishment redesign.
Senior Executive
Whirlpool (Global manufacturer of home appliances)
Gurgaon, India
2021.07 - 2023.01
- Handled strategic B2B partner accounts for North American market, managing order lifecycle, billing, and dealer payments.
- Managed team of 12 executives, and directed team performance through coaching & SOP enforcement, improved productivity and reduced escalations.
- Utilized SAP ECC/Fiori & Oracle CRM for order processing, billing accuracy, and vendor account reconciliation.
- Directed team performance through coaching, roster management, and SOP enforcement, improved productivity and reduced escalations.
Senior Process Associate
Accenture
Gurgaon, India
2019.03 - 2021.05
- Managed customer accounts for US‑based telecom client via phone and chat, while maintaining 97.5% NPS through effective issue resolution and service delivery.
- Handled escalations requiring detailed investigation and cross-team coordination.
- Identified upsell opportunities, contributing to revenue growth and customer loyalty.
- Mentored junior team members and supported onboarding and training.
Senior Customer Service Representative
MakeMyTrip
Noida, India
2016.12 - 2019.03
- Delivered end-to-end support via email and phone for multiple LOBs travel bookings, cancellations, modifications, and emergency cases.
- Managed intricate travel situations encompassing last-minute modifications and emergencies, attaining 95% CSAT whilst fostering revenue growth via strategic upselling.
- Recognized for strong customer communication and problem‑solving skills.
Agent
iQor (A global BPO company)
Noida, India
2015.07 - 2016.11
- Worked with Credit One Bank debtors via phone to set up reasonable repayment plans, settle accounts, or establish payment deadlines
- Adhered to the FDCPA and state regulations to prevent harassment and illegal collection tactics.
- Maintained detailed and accurate, up-to-date documentation of all communications, payments, and account statuses.
Education
Operations Strategy
Stockholm University
Stockholm, Sweden 2024.09 - 2024.10
Master's of Commerce - Business & Management
Chaudhary Charan Singh University
Meerut 2015.09 - 2017.08
Bachelor of Commerce - Business & Accounting
Chaudhary Charan Singh University
Meerut 2012.09 - 2015.08
Skills
- Leadership: Team Supervision, Shift Planning, Training, Performance Reviews, SLA, AHT, FCR & Quality Scorecard Management
- Retail & Store Management: Sales KPIs, Merchandising, Customer Experience
- Inventory Management: Stock Control, Cycle Counts, ICQA, Variance Analysis (FEFO/FIFO)
- ERP/WMS Tools: SAP ERP (ECC, FIORI), Oracle CRM, WMS, MS Office, Looker
- Compliance & Process: SOPs, Lean/5S, HSE Standards, RCA/CAPA, Audit Readiness
- Logistics & Transport Coordination (3PL, Dispatch, POD)
- Warehouse Operations: Receiving, Storage, Dispatch, Returns
- Revenue & Growth Analysis
- Stakeholder Management
- Negotiation & Deal Support
- Cross-functional Collaboration
Certification
- Six Sigma Green Belt
- Supply Chain Management
- Customer Service Specialist
- IBM Generative AI Engineering – In Progress
Objective
Seeking opportunities in BPO, E-commerce, or Retail Operations across India, to contribute to scalable business expansion and long-term operational excellence.
Languages
English
Fluent
Hindi
Native
Timeline
Asst. Ops. Manager
Al Dhia (UAE based recruitment firm)
2025.05 - 2025.11
Operations Strategy
Stockholm University
2024.09 - 2024.10
Team Lead
Wolt(Finland based one stop shop for retail goods)
2023.02 - 2025.04
Senior Executive
Whirlpool (Global manufacturer of home appliances)
2021.07 - 2023.01
Senior Process Associate
Accenture
2019.03 - 2021.05
Senior Customer Service Representative
MakeMyTrip
2016.12 - 2019.03
Master's of Commerce - Business & Management
Chaudhary Charan Singh University
2015.09 - 2017.08
Agent
iQor (A global BPO company)
2015.07 - 2016.11
Bachelor of Commerce - Business & Accounting
Chaudhary Charan Singh University
2012.09 - 2015.08