Husain Katwarawala
Pune
Summary
Execution-focused Senior Customer Support Leader with 16+ years of experience owning end-to-end customer operations and production performance across phone, chat, and email channels in high-volume, SLA-driven, global environments. Proven track record of leading multi-layer teams while meeting aggressive KPIs, maintaining CSAT at 100% and NPS at 95%. Strong expertise in queue management, hands-on production support, team capability building, transition support, and process adherence. Known for operating effectively under pressure, driving continuous improvement, and aligning with cross-functional and US-based leadership.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager - Customer Support Operations
E2open (WiseTech Global)
Pune
12.2022 - Current
- Owned end-to-end global customer support operations across voice, chat, and email channels serving EMEA, APAC, and Americas regions, maintaining CSAT at 100% and NPS at 95% across high-volume, mission-critical accounts.
- Led a multi-layer support structure with team leads and senior agents reporting directly, holding full accountability for frontline leader performance, coaching cadences, and team outcome delivery across geographies.
- Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback.
- Designed and enforced a QA review framework including regular call and ticket audits, interaction quality scoring, and targeted coaching plans, ensuring consistent adherence to interaction standards and process compliance.
- Managed workforce planning including shift scheduling, peak-hour coverage optimisation, shrinkage control, and attendance governance across a globally distributed team.
- Implemented structured specialist development programmes using SMART goal frameworks; identified skill gaps through performance trend analysis; and partnered with L&D to deliver targeted training interventions.
- Drove ticket deflection via self-service documentation, automation, and AI-assisted support practices, reducing manual handling volume and increasing agent focus on high-complexity issues.
- Served as Incident Manager for all severity escalations, leading critical cross-functional bridge calls to ensure swift resolution and minimal business impact.
Managed 400+ monthly client-facing engagements across channels; resolved escalations, disputes, and compliance-related incidents in line with regulatory requirements. - Established, monitored, and reported SLAs, TATs, and KPIs including contacts per day, backlog, response time, and productivity metrics; presented actionable insights to senior leadership on a regular cadence.
- Partnered with Product and Engineering to resolve recurring root-cause issues, reducing repeat incidents, and improving platform and service stability.
- Developed and maintained knowledge base articles, FAQs, and process documentation to improve first-contact resolution and customer self-service adoption.
- Executed alignment with US-based leadership on all process changes, escalations, and performance governance, maintaining consistency and zero variation across teams.
- Supported production from time to time to stay closely aligned with queue dynamics, process changes, and customer-impacting issues.
- Actively monitored queues and backlog, conducted daily huddles and refreshers on process updates, and guided the team on subject matter and case handling queries.
- Supported transition and scale initiatives by standardising processes, coaching teams through change, and ensuring stable performance during evolving operational demands.
- Balanced people management with hands-on production support to meet tight deadlines and maintain service continuity during peak volumes.
Team Lead - Customer Service
E2open (WiseTech Global)
Pune, India
05.2019 - 12.2022
- Led teams to exceed performance targets and resolve peak-time challenges.
- Delivered targeted training programs, boosting staff expertise and driving innovation.
- Directed cross-functional collaborations to enhance service quality.
- Redesigned support workflows and escalation models, reducing average resolution time by 40% while improving agent productivity and customer satisfaction.
- Established high standards for customer interactions and optimized strategies through feedback analysis.
- Motivated teams to maximize upselling opportunities, increasing revenue potential.
Reseller Success Manager
COGO FREIGHT PVT LTD
Mumbai, India
12.2018 - 04.2019
- Monitored sales team performance and delivered accurate monthly/annual reports.
- Marketed ocean freight solutions to a diverse international client base, driving revenue growth.
- Developed compelling sales materials to highlight competitive advantages.
- Cultivated relationships with high-value clients through strategic engagement.
- Expanded market reach by prospecting and securing new clients in untapped regions.
- Exceeded team objectives through collaboration with senior leadership.
- Negotiated with vendors to achieve significant cost savings and improve profitability.
Key Account Service Executive
INTTRA
Mumbai, India
10.2016 - 11.2018
- Resolved customer queries on Booking, SI, TnT, eVGM, and other INTTRA products via chat, phone, and email.
- Managed case handling in Salesforce, ensuring timely and accurate resolutions.
- Delivered product training to customers, enhancing user adoption and satisfaction.
- Ensured exceptional customer service by anticipating needs and guaranteeing issue resolution.
- Achieved a 90% reduction in call closure time compared to company average.
- Utilized EDI, XML, ANSI, and API protocols to support seamless communication and integration.
Education
Post Graduate Diploma - Supply Chain Management
Welingkar Institute of Management
Mumbai2017
B.COM - Accounting
KPB Hinduja College of Commerce
Mumbai2012
Skills
- Customer Support: Salesforce and Freshdesk case management, escalation management, incident management, customer relationship management (CRM), customer retention, and customer satisfaction
- Logistics Management: International Shipping, Shipping Management, Freight Forwarding, Supply Chain Management, Inventory Control, and Warehouse Operations
- Managerial Skills: Team Management, Project Management, Strategic Planning, KPI Management, Leadership, Performance Management, Staff Development
- Process Improvement: Continuous Improvement, Business Transformation, Operations Management, Lean Management, Six Sigma, Quality Assurance, Queue Management, Production Support, Transition Support, KPI Ownership
- Technical Proficiency: Microsoft Office, MySQL, JIRA, Aha, QlikSense, Kibana, and Tableau
Certification
Unilever Supply Chain Data Analyst Professional | Operations Management Professional | ServiceNow IT Leadership Professional | CSCMP Supply Chain Foundations: Customer Relationship Management Professional | Zendesk Customer Service Professional | CargoWise Certified Professional | Six Sigma Yellow Belt | Generative AI for Customer Service with Microsoft 365 Copilot Professional | Atlassian Agile Project Management Professional | Project Management for Supply Chain Professional | Advanced Microsoft 365 Copilot AI: Build & Use Agents
Earlier Career Summary
Held progressive customer service and logistics roles with Gateway Maritime, Frigorifico Allanasons, and Axis Shipping (2010 – 2015). Managed end‑to‑end export operations including DG approvals, shipment tracking, customs documentation, and Bill of Lading preparation for global clients across APAC, EMEA, and the Americas. Delivered consistent on‑time shipments, maintained regulatory compliance, resolved high‑priority customer issues, and supported cross‑functional teams to improve operational efficiency and service quality.
Accomplishments
- Received Spot Bonus for Carrier Account Management
- Received Spot Bonus Award for exceptional customer service.
- Team Lead Excellence award.
Languages
- English: Proficient
- Hindi: Proficient
- Arabic: Write & Read
- Gujarati: Speak
- Marathi: Basic
Timeline
Manager - Customer Support Operations
E2open (WiseTech Global)
12.2022 - Current
Team Lead - Customer Service
E2open (WiseTech Global)
05.2019 - 12.2022
Reseller Success Manager
COGO FREIGHT PVT LTD
12.2018 - 04.2019
Key Account Service Executive
INTTRA
10.2016 - 11.2018
Post Graduate Diploma - Supply Chain Management
Welingkar Institute of Management
B.COM - Accounting
KPB Hinduja College of Commerce