Mayank Sati

As a Service Quality and Readiness Specialist (Global) at LinkedIn, I lead customer service quality and vendor management initiatives across multiple regions, collaborating closely with partner teams to optimize site-level quality metrics and elevate customer experiences. I drive operational improvements and deliver measurable impact by leveraging data-driven tools like DMAIC, value stream mapping, and statistical analysis.

With 9 years of experience in the outsourcing and offshoring industry, I have successfully managed high-impact projects for global brands like Amazon, Expedia, and Myntra. These include ramping up 160+ batches of new hires, reducing the learning curve by 25%, and improving customer satisfaction and retention rates by 15%. In addition, I provide actionable data insights to drive performance improvements and guide decision-making across the organization.

I hold a Professional Certificate in Business Analytics and Strategy from the Indian Institute of Management, Kozhikode, where I deepened my expertise in data storytelling, business intelligence, and strategic decision-making. I am passionate about translating complex data into clear insights to inform business strategies and continuously enhance service quality.

As a certified specialty trainer, I am dedicated to mentoring and coaching others to unlock their potential, fostering a culture of continuous learning and excellence. I thrive on delivering value to customers, partners, and stakeholders, and I am always looking for opportunities to grow and innovate.

• Handling Training batches during their nesting phase as a nesting manager
• Improving Performance by tracking their First contact resolution percentage
• Monitoring individual performance
• Improving First Pass percentage for the partner site
• Working towards improving the site level attrition
• Ensuring the capacity is built in a way to answer a forecast of 115% ETE
• Making SOP around partner training and quality plan
• Enhancing the content to have a smooth and better training experience and flow
• Using Gemba or process knowledge improvement and ensuring the associates are well versed with the updates
• Planning capacity in against to the projected call and Email Volume
• Planning TTT for trainers for their Quarterly Certification on facilitation
• Site Level Quality enhancement plan for improving all the CTQ metrics
• Synergy of all the partners by heading the calibration process
• Planning the action plan for the improvement customer experience score
• Handling a team of 11 quality evaluators, who are responsible for the central level audit and governance check for partner site
• Process analysis for overall improvement on the CX satisfaction score
• Owing the inflow of the final round interview process for partner Quality and training Lead and Assistant manager under the client checklist
• CMP plan for the inhouse and partner sites
• Total CMP planning of ~1500 FTE for sites across partners
• Handled a planning of 41 batches in one ramp and had a successful closure of a throughput of 83%
• Handled a total of 118 batches planning for the year 2021 for complete north region
• Heading the quality and training WBR from Myntra’s end for partner evaluation
• Preparing for the inhouse leadership review for training and quality.

• Industrial Training, 06 weeks, 05/01/15, ETO Rails (Track and Design)
• Training, 05 months, 01/01/16 - 05/01/16, FLEXITUFF INTERNATIONAL LTD.
• Certified Specialty Trainer, Amazon
• Yellow Belt and Green Belt Training
• Certified FOF Trainer, Expedia
• Six Sigma Belt Certified
• Mastering the Seven Quality Tools Certified
• Build Your Own Professional Training Certified
• Coaching Skills for Leaders and Managers Certified

• POWER BI
• Data Insights Specialist
• Vendor Quality Management
• Power BI Optimization & Automation

• Priya Rajagopal, Head Process Excellence & CX, Ather Energy, Bangalore, 9900236490
• Dilip Bhagtani, QA Global Manager, Vimeo, APAC, 8884337708
• Poonam Pancholi, Group Manager Training, WNS, Mumbai, 9930442661

I hereby declare that the details furnished above are true to the best of my knowledge.