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
Profitability and revenue generation
Training and mentoring
Business Development
Project Management
Team Building
Scheduling
Recruitment
Effective leader
Delegation
Coaching and mentoring
Employee scheduling
Staff training/development
Product development
Team Management & Vendor Management
Customer Relationship Management
Customer Experience Analysis
Work 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