MOHSIN SAYYED
Pune
Summary
Strategic Operations & Customer Success Leader with 13+ years of experience in global service delivery, customer lifecycle management, and operational excellence across BPO and IT services. Proven ability to lead 75+ FTE teams, improve CSAT (75% to 87%), and drive retention, satisfaction, and business outcomes through data-driven decision-making and stakeholder engagement. Strong expertise in Customer Success frameworks, client relationship management, escalation handling, and transformation initiatives, with a track record of delivering consistent value to global clients.
Overview
13
13
years of professional experience
Work History
Operations Manager | Customer Success & Service Delivery
Concentrix
Pune
12.2014 - Current
- Lead end-to-end customer success and service delivery operations across voice, chat, and email channels
- Manage and mentor a team of 75+ FTEs, ensuring SLA adherence and consistent KPI performance
- Improved CSAT from 75% to 87% by implementing structured performance frameworks and customer-centric initiatives
- Drive customer retention and experience improvement strategies, reducing escalations and improving satisfaction
- Conduct Quarterly & Monthly Business Reviews (QBRs/MBRs) with clients, presenting insights and improvement plans
- Act as a primary point of contact for global stakeholders, ensuring alignment on business goals and expectations
- Handle critical escalations and implement CAPA (Corrective & Preventive Actions)
- Develop dashboards and reporting frameworks for data-driven decision-making
- Collaborate with QA, WFM, and Training teams to enhance customer journey and operational efficiency
- Lead continuous improvement and transformation initiatives to optimize processes and service quality
Senior Associate – Mfg. & Hi-Tech (EMC Corporation)
Wipro
01.2013 - 05.2014
- Monitored SLA compliance and upheld quality benchmarks to maintain service standards
- Supported customer satisfaction and service excellence initiatives, fostering positive client relationships
- Provided customer support and resolved issues for global clients, enhancing service reliability
Education
Bachelor of Commerce -
Pune University
HSC -
B.T. Shahani Navin Hind Junior College
SSC -
St. Patrick’s High School
Skills
- Customer Success Management
- Service Delivery Excellence
- Client & Stakeholder Management
- Customer retention
- CSAT & FCR
- Program & Operations Management
- KPI governance
- Escalation & Risk Management
- Performance Management
- PNL & Finance Oversight
- Change & Transformation
- Workforce planning
- Cross-functional Leadership
- Power BI
- MS Excel
- CRM tools
- WFM tools
- Reporting & Dashboarding
Accomplishments
- Increased CSAT by 12% (75% → 87%) through structured customer success strategies
- Successfully led and scaled operations for 75+ FTEs
- Received Star Performer & Ovation Awards for consistent performance
- Maintained high SLA & KPI adherence across programs
Awards
- Star Performer Award
- Ovation Award
- SLA/KPI Achievement Recognition
Tools And Systems
- MS Excel
- Power BI (if applicable)
- CRM Tools (Salesforce / Zendesk)
- Workforce Management (WFM) Tools
- Reporting & Dashboarding
Timeline
Operations Manager | Customer Success & Service Delivery
Concentrix
12.2014 - Current
Senior Associate – Mfg. & Hi-Tech (EMC Corporation)
Wipro
01.2013 - 05.2014
Bachelor of Commerce -
Pune University
HSC -
B.T. Shahani Navin Hind Junior College
SSC -
St. Patrick’s High School