Nikhil Devanboyna
Thane
Summary
A Result driven & Process oriented professional with domain skills in Client Services & Account management and proven skills in managing day-to-day Ops Delivery with expertise in Client services, and Operations Management.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Manager, Global Operations
Sterling Info Systems (First Advantage)
09.2012 - Current
- Designated Escalation partner for the CSP’s / Commercial leaders managing the portfolio of S80 MN.
- Regular reviews with the Client Success Leaders to gauge the health of the business. These will include reviewing metrics, discussing areas of opportunity, and aligning plans for performance improvement.
- Support the Commercial teams on RFPs with responses and representation for Fulfillment
- Partnering with the Commercial team on Client calls as needed to address issues related to Fulfillment, discussing root causes and action plans.
- Assist on key transformational / process improvement projects – Transport, Quality improvement projects.
- For new clients, the team will actively engage with the Professional Solutions Group (PSG)/Sales Team in new client onboarding/scoping/setup calls from an Operations perspective. Post the initial scoping calls, the team will join the pre-launch weekly calls to explore the account setup details and review progress.
- Facilitate monitoring of Key Critical Accounts based on CSP requirement.
- Ensure the team monitors accounts at risk for performance in conjunction with the Ops Production Leaders to mitigate issues.
- Ensure the team monitor’s Operational delays and proactive reach out to Client facing Leaders on client communication relating to Backlog communications, IT Outages that impact fulfillment, Re-iteration of product updates, etc.
- Manage all Client complaints - validation, root causing and action planning.
- Delivering analytics related to Client programs.
- Manage day / day transactional escalations.
- Highlights
- Lead the project to reduce candidate & client contact and was successful in reducing the outreach by 20%.
- Assisted in onboarding multiple million dollars accounts.
- Assisted the team that successfully transported & Migrated Latam business.
- Successfully de-risked more than 20 clients in the last 24 months.
Assistant Manager (Business Relationship Manager)
Sterling Info Systems (First Advantage)
03.2018 - 01.2020
- Managing the portfolio value of $2MN.
- Retain current business and grow the base through referrals (Up-sell on existing accounts)
- Responsible for managing day to day operations, dealing with Clients on day-to-day operational calls and presenting process health updates on weekly and Monthly Governance Calls
- Played key role in assisting sales team to close deals.
- Responsible for SLA, and Key metrics to ensure all targets are met.
- Transition Plan for smooth knowledge Transfer to delivery handover and SLA finalization.
- Engaging Internal & External stakeholders for successful Operations Delivery
- Process improvements/automations implementations with RPA (Robotic Process Automation) & PEX (Process Excellence) Team
- Highlights
- Helped with reduction in customer enquiries through Salesforce project.
- Lead the CSAT improvement project which was improved from 3.50 to 4.15(on a scale of 5)
- Client recognized and rewarded “Process Excellence” for implementing a new IVR that enabled skill-based routing which led to improved satisfaction levels and increase new hire retentions
- Created Pioneer email team for email support which helped in reduction of Turn Around Time
Team leader
Sterling Info Systems (First Advantage)
07.2015 - 02.2018
- Lead a team of 30 associates (including 2 team coach)
- Responsible for preparing weekly, monthly, quarterly, and yearly CSAT, AHT, Productivity, Attendance, Stack ranking, Attrition report and analysis for multiple sites (India, Philippines and United states of America)
- Achieve departmental goals like quality, CSAT and AHT productivity.
- Responsible for arranging monthly Rewards and Recognitions
- Ensured E-SAT survey is done quarterly to check employee satisfaction and minimize attrition
- Highlights
- Received Best Team Leader award
CSR/CSE (Client Services Representative / Client Services Executive)
Sterling Info Systems (First Advantage)
10.2013 - 06.2015
- Took escalation calls and replied to client’s enquiry over email.
- Took internal meeting to assist Team Leader with process improvement.
- Managed operations & team responsibilities in absence of Team leader
- Managed Client complaints and enquiries daily, solving them within stipulated TAT by coordinating with internal departments
- Highlights
- Managed major clients providing revenue of more than $100K.
- Attended client meetings and conducted demos.
- Received best team coach award.
Customer Service Representative
Sterling Info Systems (First Advantage)
09.2012 - 09.2013
- Managing customers query/request/complaints on calls and emails for employers/applicants hiring/applying jobs in United States of America
- Handled major clients
Customer Service Representative
3 Global Services Private Limited
05.2009 - 08.2012
- Department: Customer Service - Retentions
Customer Service Representative
Epicenter Private Limited
04.2008 - 04.2009
- Department: Customer Service – Fraud prevention
Education
B. Com -
Mumbai University
Maharashtra01.2007
H.S.C - undefined
N.L. College
Maharashtra01.2004
S.S.C - undefined
J.B. Khot High School
Maharashtra01.2002
Skills
- 17 years of experience in Client Services, Account Management, and Operations
- Proven client interface expert with extensive experience supporting global customers
- Strong proficiency in process migration and operational transitions
- Highly effective communicator with strong presentation and organizational skills; experienced in leading cross-functional teams to achieve business objectives
- Demonstrated expertise in process improvement with the ability to rapidly learn new tools and concepts
- Strong in Process Improvements and adroit at learning new tools & concepts quickly
- Strong statistical and analytical capabilities
- Creative problem solver with a results-driven mindset
- Proven teamwork and leadership abilities
- Working knowledge of MS office, Visio and Advanced excel
Certification
Six Sigma Green Belt certified
Timeline
Assistant Manager (Business Relationship Manager)
Sterling Info Systems (First Advantage)
03.2018 - 01.2020
Team leader
Sterling Info Systems (First Advantage)
07.2015 - 02.2018
CSR/CSE (Client Services Representative / Client Services Executive)
Sterling Info Systems (First Advantage)
10.2013 - 06.2015
Senior Manager, Global Operations
Sterling Info Systems (First Advantage)
09.2012 - Current
Customer Service Representative
Sterling Info Systems (First Advantage)
09.2012 - 09.2013
Customer Service Representative
3 Global Services Private Limited
05.2009 - 08.2012
Customer Service Representative
Epicenter Private Limited
04.2008 - 04.2009
H.S.C - undefined
N.L. College
S.S.C - undefined
J.B. Khot High School
B. Com -
Mumbai University
Activities& Interests
Successfully held event campaigns as well as cultural events at my previous organization, Playing football
Marital status
Bachelor Place: Mumbai Date: 2026-01-25 Nikhil Devanboyna