MAHIM KUNDAPUR
Operations Manager Customer Service & Supply
Bangalore
Summary
As an experienced Operations Manager, I have managed and optimized teams across multiple industries, including BFSI, telecommunications, e-commerce, and Foodtech Customer service. With a career spanning over a decade, I have consistently driven performance, efficiency, and customer satisfaction through process improvements, team leadership, and strategic planning.
In my current role as Assistant Manager of Supply COE at Bundle Technologies - Swiggy, I managing a team of over 200 outsourced partners and 50 On-role employees at Swiggy. I am responsible for driving a Day to Day operations of Partner Care and meet business targets.
Overview
11
11
years of professional experience
6
6
Languages
Work History
Assistant Manager - Operations
Swiggy - Bundl Technologies Private Limited
Bangalore
03.2022 - Current
- Managing Day to Day Operations of Partner Care Team by closely working with outsourced vendors and cross function stakeholders.
- Delivering restaurant partner satisfaction with customer backward approach.
- Driving performance metrics of Partner Care Team in Supply COE charter closely working with support functions like Catalog/On-boarding/Product Support/Payout & Central Finance/Ads Sales etc.
- Managing each Cohort level performance of India 1 & India Next Cities.
- Effective managing Out sourced vendors monthly FTE delivery and Validation of Cost/Billing Files/Invoices.
- Continuous Coordination with Biz Finance team on cost reduction plans and timely closure of invoices & credit.
- Monitored employee productivity and optimized procedures to reduce costs.
- Coordinated with General Manager in different operational issues and promotional activities.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Monitored key performance metrics to identify areas for improvement.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Developed systems and procedures to improve operational quality and team efficiency.
- Communicated with customers to assess satisfaction with products and services received.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Mitigated business risks by working closely with staff members and assessing performance.
Senior Operations Team Leader
Swiggy - Bundl Technologies Private Limited
Bangalore
12.2019 - 03.2022
- I managed a team of over 200 outsourced partners across several cities in India, driving regional city experiments with a customer-centric point of view.
- Ensured that the customer support team was in sync with the business dynamics through end-to-end governance on hiring, training, and daily operations as per business and customer experience goals.
- Collaborated with operational excellence and customer experience teams to refine existing SOP.
- Successfully reduced the cost per order, proposed a work-from-home solution for all outsourced partners.
- Managed a In-house team of subject matter experts and senior executives handling priority chat queue at CC.
- Enhanced experience of premium swiggy customers by taking real time decisions and recommended process changes.
- High Value Customer Retention.
- Analysis & RCA on NPS and CSAT and drive improvement on daily basis
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
- Ensured on-boarding partners to cater to dynamic volume projections.
- Ensured a seamless onboarding process of crowd sourced agencies at the time of NYE and Xmas.
Operations Team Leader
Teleperformance DIBS
Bangalore
07.2017 - 12.2019
- Developed a strategy that helped team to reach its goal. Provided training to the team members and given clear instructions on achieving performance targets.
- Monitored team members participation in skill development sessions and ensured that training provided is being put into use.
- Assisted with improving revenue and customer numbers by overseeing implementation of diverse sales and service initiatives.
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Set schedules and oversaw daily workflow.
- Controlled Attrition and Shrinkage with effective people management skills.
- Achieved Business Target by driving SLAs on a daily basis taking realtime decisions to adopt changes.
- Achieved FTE delivery throughout the year with effective capacity planning and validated process Bills.
- Ensured P&L for the business is sustained and EBITDA is positive for the business.
Quality Assurance Team Lead
Serco BPO/ Intelenet Global Services Pvt Ltd
Bangalore
05.2015 - 06.2017
- Communicated directly with QA team to resolve user-reported problems and questions.
- ATA - Audit the auditor. Coach team on critical quality audit methodologies and terms Ensure team is meeting QA Target.
- Align audit target and monitor samples. Reporting accuracy of team Designing process SOP's. Scheduling regular client meetings on quality discussions and calibration sessions.
- Checking process knowledge of the team on regular basis conducting knowledge tests. Risk & Assessment analysis.
- Preparing TNI decks and sharing critical process insights to the team.
- Updated training database to help resolve common issues.
- Recommended software solutions such as automated test tools or improved test processes to meet business strategies.
- Established metrics, applied industry best practices and developed new tools and processes.
- Ensure QA team's sample adherence & schedule adherence.
Senior Officer - Process Quality
Mphasis Limited
Bangalore
04.2014 - 05.2015
- Directed work of customer service associates, monitoring quality, compliance and productivity.
- Continuously monitored and evaluated transactions to ensure compliance delivery of critical quality parameters.
- Identified quality performance trend for the process floors on regular intervals and recommended changes to enhance service quality.
- Assisted team with need-based coaching and feedback inputs to the process floors. Undertook quality based activities, initiatives which resulted in continuous improvement of performance and quality.
- Conducting calibrations with internal team members & clients on process deviations and new implementations.
- Updating process changes to the team on products and dip-check on the same.
- Organizing Team huddles & discussion sessions on process improvement.
- Approaching & Highlighting process related things to clients and internal management.
- Keeping continuous contact with clients on process overflow and coordination to clients & internal management on process development.
- Work hand in hand with team leaders to improve team’s performance Skills.
- Conducting refreshers on need basis & Preparing weekly and monthly reports.
Customer Service Associate
Mphasis Limited
Bangalore
03.2013 - 02.2014
- Managed customer relations and customer service through daily communication and interaction.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Informed customers about special promotions and provided detailed information for various products.
- Responded to customer calls and emails to answer questions about products and services.
- Developed and actualized customer service initiatives to decrease wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Technical Support Assistant
Kochar Infotech PVT Ltd
Bangalore
06.2012 - 02.2013
- Handling Blackberry Customers and solving their concern on BBM.
- Technical troubleshooting related to internet settings and network.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
SSLC -
St Mary's High School
Kundapura 05.2002 - 05.2005
Associate of Science - PUC PCMB
Bhandarkars College
Kundapura 06.2006 - 05.2007
Computer Science & Engg -
Dr TMAPP Manipal University
Manipal 06.2008 - 07.2012
Skills
Cost analysis and savings
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Manager - Operations
Swiggy - Bundl Technologies Private Limited
03.2022 - Current
Senior Operations Team Leader
Swiggy - Bundl Technologies Private Limited
12.2019 - 03.2022
Operations Team Leader
Teleperformance DIBS
07.2017 - 12.2019
Quality Assurance Team Lead
Serco BPO/ Intelenet Global Services Pvt Ltd
05.2015 - 06.2017
Senior Officer - Process Quality
Mphasis Limited
04.2014 - 05.2015
Customer Service Associate
Mphasis Limited
03.2013 - 02.2014
Technical Support Assistant
Kochar Infotech PVT Ltd
06.2012 - 02.2013
Computer Science & Engg -
Dr TMAPP Manipal University
06.2008 - 07.2012
Associate of Science - PUC PCMB
Bhandarkars College
06.2006 - 05.2007
SSLC -
St Mary's High School
05.2002 - 05.2005
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