Summary
Overview
Work History
Education
Skills
Locations
Personal Information
Timeline
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Mohit Mahesh Khambayate

Mohit Mahesh Khambayate

Pune

Summary

Operations Manager with 18 years of experience in customer service, technical support, IT management, and business operations. Proven success in people management, client coordination, and process excellence, driving measurable outcomes for global organizations. Adept at leveraging AI and Microsoft Copilot to optimize operations, enhance decision-making, and prepare teams for the future of work. Recognized for fostering collaboration, accountability, and continuous learning, while ensuring customer satisfaction and long-term business success.

Overview

18
18
years of professional experience

Work History

Operations Manager

LTI MINDTREE
Pune
07.2023 - Current
  • Leading Microsoft Azure CSS Devcore Business DevOps and Browsers operations, managing critical incident cases for S500, CritSit, Premier and Professional Customers.
  • Overseeing end-to-end business operations across omnichannel support, with a strong emphasis on quality, reliability, and building customer trust.
  • Collaborating with Technical Leads and Partner Technical Advisors to implement succession planning, skill development, and readiness programs tailored for engineers.
  • Ensuring consistent compliance with KPI metrics and SLAs, aligning operations with client expectations and Companies Values.
  • Driving resolution efficiency through technical triages, bin reviews, repository updates, and adoption of innovative support strategies.
  • Conducting governance reviews and deep-dive assessments to uphold excellence in Customer and Partner Experience (CPE).
  • Presenting progress and outcomes in structured forums including weekly syncs, WBRs, and MBRs to PTAs, SDMs, and extended stakeholders.
  • Leveraging Microsoft Copilot and Generative AI tools to enhance productivity and streamline operations, while actively encouraging and guiding the team to adopt AI in their day-to-day work for continuous efficiency and growth.
  • Promoting consistency through Quartile Management (BQ, MQ, TQ) and consequence planning.
  • Leading strategic hiring, training, and retention initiatives, while effectively resolving team conflicts and fostering a resilient team environment.
  • Facilitating R&R programs, team bonding activities, and CSR initiatives to cultivate a motivated, collaborative, and future-ready workforce.
  • Encouraging continuous learning and cross-functional collaboration to elevate team capabilities and engagement.

Deputy Manager

Concentrix
11.2021 - 07.2023
  • Managed Microsoft Security Line of Business for FIM/MIM Premier and Professional Customers, ensuring seamless support delivery and operational excellence.
  • Partnered with Technical Leads and Partner Technical Advisors to design and deliver coaching programs that empowered engineers and prepared them for advanced roles.
  • Maintained strict adherence to KPIs, driving consistent performance across the team.
  • Reduced case closure timelines while enhancing resolution quality, resulting in improved customer satisfaction and operational efficiency.
  • Sustained high CPE, contributing significantly to overall site success.
  • Actively participated in WBR, MBRs and Weekly Sync Calls with clients, ensuring transparent communication and alignment.
  • Led daily case reviews with Team Leads to resolve technical challenges and maintain case hygiene.
  • Delivered continuous coaching and feedback to elevate team performance, foster accountability, and uphold quality standards.

Account Manager

Avira Insights
03.2021 - 06.2021
  • Delivered client projects with precision while overseeing comprehensive account management responsibilities.
  • Fostered a cohesive and collaborative team environment through strong interpersonal communication and leadership.
  • Optimized time and resource allocation to ensure timely and efficient project execution.
  • Provided strategic guidance and constructive feedback to Team Leads, enhancing their technical and leadership capabilities.
  • Delegated tasks effectively, ensuring teams were well-supported and aligned for successful delivery outcomes.

Team Leader

Credence Global Solutions
05.2019 - 03.2021
  • Led a team of 15 employees, providing coaching on process updates and enhancing customer service orientation.
  • Managed floor escalations and resolved customer grievances, ensuring a seamless and exceptional end-to-end experience.
  • Conducted weekly performance review meetings to assess individual contributions and track progress.
  • Facilitated brainstorming sessions to support employee development and career growth.
  • Presented team performance insights to the reporting manager through structured reports and conference calls.
  • Addressed customer complaints related to company policies and regulatory compliance.
  • Collaborated with MIS, Training, and Quality teams to improve operational processes and ensure SLA adherence.

Mentor Tech Support

Tech Mahindra
03.2014 - 05.2019
  • Oversaw handover of job training batches to live floor operations.
  • Delivered exceptional end-to-end customer service and technical support by identifying needs and resolving issues.
  • Clarified inquiries by researching and providing accurate information while completing transactions.
  • Resolved problems through alternative solutions, implementing fixes for escalated issues.
  • Managed daily process operations, ensuring compliance with standards and reporting improvements to senior management.
  • Interacted with senior management and team members to discuss process enhancements and revenue maximization.
  • Facilitated inquiries by providing thorough information and fulfilling requests promptly.
  • Supervised team members' operations, maintaining an organized database of activities.

Technical Support Representative

Tech Mahindra
06.2011 - 06.2013
  • Managed end-to-end tech support operations to ensure high-quality customer service.
  • Oversaw operations floor in absence of leaders, providing responsive support to team members.
  • Facilitated communication between management and team members to meet customer needs.
  • Established and maintained strong business relationships, enhancing customer satisfaction metrics.
  • Developed comprehensive understanding of company culture and product offerings to improve performance.
  • Delivered timely and accurate responses to service inquiries, improving operational efficiency.
  • Promoted ethical initiatives within the team, aligning actions with company values.
  • Achieved service quality norms through consistent monitoring and feedback.

CCE - Customer Care Executive Technical Support ISP

IBM
05.2010 - 06.2011
  • Company Overview: (Virgin Media)
  • Handling all technical issues related to wireless routers, modem, hub, super hubs, x box, and mobile phones.
  • Helping Team members on-call with process-related issues.
  • Hard-core troubleshooting related to Desktop and Portable’s and assisted the team, ensuring to achieve performance excellence.
  • (Virgin Media)

Senior Associate Ticketing and Reservations

Wipro
11.2007 - 05.2010
  • Company Overview: (Delta/Singapore Airlines)
  • Worked with the pilot process for the Airlines industry, received inbound calls, and obtained the full understanding of the client’s queries, providing quality customer service on every call.
  • Monitored Call Tracking for responses from the administrative team so call returns are done in a timely fashion.
  • Worked as a Floor Supervisor and provided soft skills training to the team members and new trainees.
  • Managed calls for the process Around the world Customers.
  • (Delta/Singapore Airlines)

Education

Master’s - business administration (Finance)

University of Pune
01.2013

Bachelor of Science -

University of Pune
01.2011

Skills

  • Customer-centric support
  • Team leadership
  • Training and mentoring
  • Coaching expertise
  • Case management
  • Process development
  • Multi-unit operations
  • Client relationship management
  • Process optimization
  • Project management
  • Decision-making skills
  • Critical thinking and analysis

Locations

  • Pune, Maharashtra, India
  • Hyderabad, Telangana, India

Personal Information

Timeline

Operations Manager

LTI MINDTREE
07.2023 - Current

Deputy Manager

Concentrix
11.2021 - 07.2023

Account Manager

Avira Insights
03.2021 - 06.2021

Team Leader

Credence Global Solutions
05.2019 - 03.2021

Mentor Tech Support

Tech Mahindra
03.2014 - 05.2019

Technical Support Representative

Tech Mahindra
06.2011 - 06.2013

CCE - Customer Care Executive Technical Support ISP

IBM
05.2010 - 06.2011

Senior Associate Ticketing and Reservations

Wipro
11.2007 - 05.2010

Master’s - business administration (Finance)

University of Pune

Bachelor of Science -

University of Pune

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Mohit Mahesh Khambayate