Karan Vishwas Gadkari
Summary
Dedicated Operations Management professional with over 12 years of experience in sales, customer service, and BPO environments. Skilled in leading teams, driving process improvements, and optimizing customer relationship management to achieve business excellence. Outstanding people management and mentoring abilities with a proven track record of training and motivating cross-cultural teams.
Overview
13
13
years of professional experience
Work History
Assistant Manager – Operations
Concentrix
12.2023 - Current
- Managed a team of 28 full-time employees, driving key KPIs including Customer Satisfaction (C-SAT), Direct to Consumer (DTC) metrics, and consistently maintained backlog below 30%.
- Facilitated weekly and monthly Business Reviews (WBR) with clients to evaluate performance and align on strategic objectives.
- Conducted regular team huddles to communicate performance updates and identify areas for improvement.
- Held monthly one-on-one sessions with engineers to discuss performance trends and development plans.
- Led the setup of the Microsoft O365 Compliance and Identity project across multiple sites, ensuring compliance and high-quality support services.
- Directed operations, managed client business reviews, and ensured timely backlog resolution.
- Developed training programs in collaboration with Microsoft technical advisors to enhance team expertise in technical support.
Account Support Team Lead
Ubisoft Entertainment and PVT LTD
10.2019 - 10.2022
- Successfully managed team transition during startup, including rostering and live monitoring of chats and emails to support new recruits.
- Led a team of 20 gamers, driving KPIs such as Customer Satisfaction (C-SAT), Chat Average Handling Time (AHT), and productivity, consistently delivering a world-class player experience.
- Conducted regular briefing sessions and reviews with US leadership and department heads to align team goals with organizational priorities.
- Implemented quality monitoring processes that reduced errors and maintained agent performance standards.
- Motivated and coached low-performing agents to improve results through mentoring and team-building strategies.
- Resolved player escalations and complex issues promptly, ensuring high satisfaction levels.
- Implemented initiatives to reduce costs, optimize resources, and improve remote work efficiency.
- Assisted in recruitment by interviewing candidates to build a strong technical support team.
- Served as acting Team Operations Manager during supervisor’s absence, handling operational and stakeholder responsibilities.
Sales Team Leader
Mahindra Business Services
Pune
03.2015 - 02.2018
- Managed a sales team of 15-20 agents for UK telecommunications products, focusing on key KPIs including Sales Conversion Rate, Average Handling Time (AHT), and productivity.
- Participated directly in customer calls to provide second voice support and convert leads successfully.
- Motivated and coached the team to consistently surpass individual sales targets, earning multiple recognitions as 'Best Team Leader' and 'Best Team.'
- Organized team-building events to foster collaboration and a positive work environment.
- Conducted detailed error analysis and implemented improvements to reduce process inefficiencies and operational costs.
- Mentored underperforming agents through regular reviews and feedback, enhancing overall team performance.
- Managed staffing reports, end-of-day summaries, and process updates across Mumbai and Pune teams.
- Supported career development initiatives and delivered skill-building workshops to facilitate team members' growth.
Customer Relations Advisor
Mahindra Business Services
02.2013 - 02.2015
- Delivered customer service for UK clients, supported new hires during onboarding, and earned multiple awards for outstanding performance.
Education
HSC -
Maharashtra Board
SSC -
Don Bosco High School
B.Com -
Dr. C.V Raman University
BilaspurSkills
- Team management
- Client relationship management
- Time management
- Quality assurance
- Customer service
- Process optimization
- Strategic planning
- Training development
- Team building
- Operational efficiency
- Employee engagement
- Health and safety
- Cost reduction
- Process improvement
- Operations management
- Customer engagement
- Compliance monitoring
- New employee hiring
- Training and mentoring
- Conflict resolution
Languages
English
Advanced
C1
Hindi
Advanced
C1
Marathi
Advanced
C1
Timeline
Assistant Manager – Operations
Concentrix
12.2023 - Current
Account Support Team Lead
Ubisoft Entertainment and PVT LTD
10.2019 - 10.2022
Sales Team Leader
Mahindra Business Services
03.2015 - 02.2018
Customer Relations Advisor
Mahindra Business Services
02.2013 - 02.2015
HSC -
Maharashtra Board
SSC -
Don Bosco High School
B.Com -
Dr. C.V Raman University