NIDHEESH P S
Hyderabad
Summary
Operations and Customer Experience Leader with over 18 years of expertise in customer support, trust and safety, risk management, and user engagement across telecommunications and digital platforms. Proven record of leading large-scale operations while driving measurable improvements in CSAT, NPS, SLA, backlog, CPC, and automation adoption. Skilled in crisis management, risk monitoring, vendor governance, and proactive support strategy across India. Experienced in working with in-house Tier 2 specialists and Tier 1 BPO vendors, ensuring scalable and compliant service delivery.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Associate Director – Tech Support & Risk Management
Head Digital Works
04.2024 - 09.2025
- Achieved a 46% reduction in cost per contact, lowering CPC from ₹130 to ₹70 while ensuring CSAT remained above 85%.
- Proactively reduced inbound queries by 25% and repeat tickets by 18% through effective backlog management strategies.
- Effectively managed contact spikes exceeding 50%, utilizing operational playbooks to prevent SLA breaches during critical periods.
- Collaborated with Product teams on significant rollouts, leading to a 30% decrease in complaints related to releases through VOC feedback integration.
- Enforced policies and managed trust operations for over 50,000 profiles each month.
- Enhanced transaction support processes for around 5,000 transactions monthly, cutting resolution time from 48 hours to just 12 hours for reconciliation.
- Introduced automation via chatbots and IVR technology, achieving a 20% decline in live agent interactions.
Senior Manager – Marketing & Customer Engagement (User Support & Trust Ops)
Head Digital Works
04.2021 - 03.2024
- Boosted app store rating from 3.8 to 4.1 (Android) and 3.9 (iOS) through structured review recovery workflows.
- Deployed in-app review prompts, resulting in doubled positive review submissions.
- Partnered with Product and Engineering teams to reduce negative reviews by 20% quarter over quarter.
- Enhanced VIP and Responsible Usage program, decreasing risky behaviors by 25% and increasing retention by 12%.
- Established Voice of Customer loops (reviews, CSAT, NPS) to influence product roadmap decisions.
Manager – Customer Success / Support Ops
Head Digital Works
04.2017 - 03.2021
- Directed 70+ FTEs across Tier 1 (BPO vendor) & Tier 2 (in-house).
- Oversaw Tier 1 vendor governance: SLA reviews, calibrations, and training alignment → escalations ↓ 12%.
- Launched loyalty & retention programs → customer lifetime value ↑ 15%.
- Implemented SLA dashboards & performance monitoring → response time ↓ 30%.
- Piloted chatbot & IVR automation → successfully deflected top 5 recurring queries.
- Leading Online Real-Money Gaming Platform in India
Assistant Manager – Customer Success / Support Ops
Head Infotech
04.2014 - 03.2017
- Supervised 25+ agents & TLs, managing SLA compliance and escalations.
- Introduced structured reporting frameworks for senior leadership.
- Mentored TLs on coaching, quality, and operational excellence.
- Leading Online Real-Money Gaming Platform in India
Team Lead – Customer Support
Head Infotech
04.2012 - 03.2014
- Managed 10–12 executives handling inbound/outbound support queries.
- Reduced escalations by introducing weekly QA coaching sessions.
- Improved SLA compliance via agent mentoring & process adherence.
- Leading Online Real-Money Gaming Platform in India
Senior Customer Service Executive
Head Infotech
09.2011 - 03.2012
- Provided frontline support for account setup, payments, and policy enforcement. Achieved top CSAT and FCR ratings in the first year.
- Leading Online Real-Money Gaming Platform in India
Customer Support Executive – Virgin Mobile (Inbound)
Tata Business Support Services
01.2007 - 01.2010
- Managed inbound prepaid queries (billing, recharge, service). Consistently exceeded FCR and CSAT targets.
Customer Support Associate – Prepaid
Vodafone
01.2006 - 01.2007
- Resolved prepaid user queries (balance, recharges, and network complaints).
Sales Associate – Value Added Services (Outbound)
Airtel
01.2005 - 01.2006
- Promoted Airtel’s VAS through outbound campaigns; achieved sales targets.
Education
Bachelor of Commerce -
Madurai Kamaraj University
PG Diploma in Operations Management -
ISBM
Diploma in Business Management -
ISBM
ITI Diploma in Fitter -
ITI Mala
Skills
- Leadership of Multi-tier Teams
- Customer Experience Management
- Trust & Safety
- Crisis Management
- Operational Excellence
- Automation
- Vendor & BPO Oversight
- Proactive CX Strategy
- Cross-functional Collaboration
Certification
- CyberArk Defender Certification
- CyberArk Sentry Certification
- Six Sigma Green Belt
- Cybersecurity (additional upskilling in progress)
Languages
- English
- Hindi
- Malayalam
Tools And Platforms
- Jira
- Slack
- Ameyo
- Microsoft Office Suite
- Google Data Studio
- CleverTap
- SurveyMonkey
Timeline
Associate Director – Tech Support & Risk Management
Head Digital Works
04.2024 - 09.2025
Senior Manager – Marketing & Customer Engagement (User Support & Trust Ops)
Head Digital Works
04.2021 - 03.2024
Manager – Customer Success / Support Ops
Head Digital Works
04.2017 - 03.2021
Assistant Manager – Customer Success / Support Ops
Head Infotech
04.2014 - 03.2017
Team Lead – Customer Support
Head Infotech
04.2012 - 03.2014
Senior Customer Service Executive
Head Infotech
09.2011 - 03.2012
Customer Support Executive – Virgin Mobile (Inbound)
Tata Business Support Services
01.2007 - 01.2010
Customer Support Associate – Prepaid
Vodafone
01.2006 - 01.2007
Sales Associate – Value Added Services (Outbound)
Airtel
01.2005 - 01.2006
Bachelor of Commerce -
Madurai Kamaraj University
PG Diploma in Operations Management -
ISBM
Diploma in Business Management -
ISBM
ITI Diploma in Fitter -
ITI Mala