Harsha V Nair
Bengaluru
Summary
Operations professional with 7+ years of experience at Swiggy across Customer Support, Escalations, Training, Quality, and Project Operations. Experienced in team and OSP management, new project launches, operational reporting, SOP implementation, and performance management. Strong in handling day-to-day operations, identifying process gaps, working with cross-functional teams, and improving productivity and service quality.
Overview
4
4
Languages
9
9
years of professional experience
Work History
Team Leader – Operations | Training & Quality
Swiggy Private Limited
Bengaluru
04.2025 - Current
- Supervised 60+ employees and 4 OSPs, monitoring performance, productivity, SLA adherence, and operational metrics.
- Supervised operations across multiple projects including CCRP, EatApp, Instamart Partner Support, and Assure, ensuring process readiness and operational stability.
- Managed escalations, queue performance, workflow gaps, and cross-functional dependencies to enhance TAT and service efficiency.
- Worked with OSPs to identify performance gaps and provided actionable recommendations to help them achieve productivity, quality, and SLA targets.
- Analysed AHT, CSAT, Quality, Productivity, Shrinkage, and Call/Contact data to identify performance gaps and implement corrective actions.
- Collaborated with Training and Quality teams to provide process data, performance insights, and training requirements for effective coaching and process adherence.
- Owned new project launches, including process readiness, SOP development, tracker/dashboard creation, stakeholder coordination, and operational implementation.
- Drove process improvements and automation initiatives, contributing to approximately 40% improvement in productivity.
Specialist Trainer – Training & Quality
Swiggy Private Limited
Bengaluru, India
03.2023 - 04.2025
- Managed OJT and certification assessments, tracking trainee performance to ensure readiness for seamless production deployment.
- Delivered process training, OJT, nesting support, and floor-readiness coaching for new hires, facilitating smoother transitions into production roles.
- Coordinated with Operations and Quality teams to identify recurring errors and convert them into training interventions and process improvements.
- Coordinated with Operations and Quality teams to analyse recurring errors, developing targeted training interventions and process improvements.
- Prepared training MIS, assessment reports, batch performance trackers, and certification data for leadership review.
Escalation Desk – Chat & Voice | Order Monitoring
Swiggy Private Limited
Bengaluru
07.2022 - 04.2023
- Resolved complex customer and partner escalations via Chat and Voice, addressing high-priority issues that exceeded standard support workflows.
- Addressed critical operational issues related to deliveries, refunds, OTPs, and order concerns, effectively managing partner and customer escalations.
- Coordinated Order Monitoring Team (OMT) operations, addressing Delivery Executive (DE) queries on active orders and liaising with relevant teams for timely resolution.
- Maintained quality, productivity, and resolution standards while handling high-priority cases.
Customer Support – BAU & Priority Queue Chat
Swiggy Private Limited
Bengaluru, India
04.2020 - 07.2022
- Handled high-volume customer support across priority queue and BAU chat processes, achieving accurate and timely resolution of customer queries.
- Managed complex customer queries, meeting productivity, AHT, quality, and CSAT targets.
- Consistently performed in the Top Quartile for Quality and CSAT, demonstrating strong customer handling and process adherence.
Fulfilment Expert – Stores Chat
Swiggy Private Limited
Bengaluru, India
06.2019 - 04.2020
- Handled 150+ customer chats daily for the Stores process, resolving order, delivery, payment, and product-related queries.
- Maintained high productivity and quality standards while managing over 150 customer interactions daily.
- Executed defined SOPs and SLAs to achieve accurate and timely resolution of customer queries.
Customer Service Agent - Voice Process
Reliance Jio
Bengaluru, India
06.2018 - 06.2019
- Specialised in handling irate and high-priority customers through empathy, active listening, and strong conflict resolution skills.
- Delivered prompt, customer-focused support, ensuring adherence to service quality standards and fostering positive customer relationships.
- Resolved customer issues on network connectivity, plan activation, service disruptions, enhancing customer satisfaction through effective diagnostic tools and troubleshooting techniques.
- Maintained low Average Handling Time (AHT) while achieving high-quality issue resolution, contributing to improved customer experience.
Marketing Specialist (Intern)
Kantar Millward Brown
Andheri East
07.2017 - 08.2017
- Analysed data and reported findings to provide clients with accurate and actionable insights.
- Designed questionnaires and conducted pilot testing for consumer surveys and research projects, improving data collection quality.
- Prepared client deliverables, including PowerPoint presentations and data summary reports, to enhance client communications.
Education
MBA + PGDM - Finance, Marketing
Universal Business School
Mumbai, Maharashtra01-2018
B.Com - Accounting
St. Thomas College
Bhilai, Chhattisgarh01-2016
Skills
- Process Transition & Production Readiness
- SOP Design & Process Governance
- Data analytics
- Performance reporting
- Process automation
- Real-Time Operations Management
- Training analysis
- Certification management
- Performance improvement
- Stakeholder management
- Team leadership
- Team coordination
Accomplishments
- Recognized for training excellence in quarterly reviews for improving agent performance and driving higher post-training CSAT scores.
- Consistently maintained 95%+ CSAT scores and achieved QA scores above 90% across multiple quarters.
- Ranked among the top performers in the team for quality, customer satisfaction, and operational efficiency.
- Received the Best SME Award for successfully managing the new Swiggy Assure process independently with zero escalations to management.
Languages
English
Upper Intermediate
B2
Hindi
Upper Intermediate
B2
Malayalam
Upper Intermediate
B2
Tamil
Elementary
A2
Timeline
Team Leader – Operations | Training & Quality
Swiggy Private Limited
04.2025 - Current
Specialist Trainer – Training & Quality
Swiggy Private Limited
03.2023 - 04.2025
Escalation Desk – Chat & Voice | Order Monitoring
Swiggy Private Limited
07.2022 - 04.2023
Customer Support – BAU & Priority Queue Chat
Swiggy Private Limited
04.2020 - 07.2022
Fulfilment Expert – Stores Chat
Swiggy Private Limited
06.2019 - 04.2020
Customer Service Agent - Voice Process
Reliance Jio
06.2018 - 06.2019
Marketing Specialist (Intern)
Kantar Millward Brown
07.2017 - 08.2017
MBA + PGDM - Finance, Marketing
Universal Business School
B.Com - Accounting
St. Thomas College