18
years of professional experience
Customer Support & Operations Leader with 17+ years of experience in customer service, team management, service delivery, and process improvement across Healthcare BPO and iGaming industries. Proven track record of leading remote teams, improving customer satisfaction, reducing escalations, driving KPI performance, and developing high-performing support teams. Skilled in Customer Success, Team Leadership, Quality Management, Training, CRM Systems, and Cross-functional Collaboration.
Work History
Customer Support Manager
2 Years 6 Months- Managed a remote customer support team of 220+ agents across multiple shifts.
- Reduced customer escalations by 30%.
- Improved SLA compliance and response time performance.
- Developed SOPs and training programs that increased team productivity.
- Conducted performance reviews and coaching sessions resulting in improved KPI achievement.
- Streamlined the customer support process for faster resolution times and improved customer experience.
Country lead
1 Year 7 Months- Led customer support operations for the Indian and Bangladesh market.
- Managed customer service quality and operational performance.
- Improved customer satisfaction scores through process optimization.
- Supported onboarding and training of new support staff.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Learned and adapted quickly to new technology and software applications.
Team leader - service delivery
12 Years 11 Months- Led teams across Ahmedabad and Chennai operations.
- Coordinated directly with international clients.
- Monitored team performance through KPIs, quality audits, and productivity reports, implementing corrective action plans when required.
- Acted as the primary point of contact between clients and operations teams, ensuring smooth communication and issue resolution.
- Conducted regular one-on-one coaching sessions and performance reviews to improve employee engagement and productivity.
- Ensured HIPPA compliance with client guidelines, process updates, and quality standards while maintaining high accuracy levels.
- Prepared and presented daily, weekly, and monthly business reports to management and clients.
- Supported transition and implementation of new processes, ensuring seamless knowledge transfer to the team.
- Drove employee engagement initiatives and team-building activities to improve morale and retention.
- Achieved service delivery targets while maintaining quality standards.
- Ahmedabad
- Streamlined operational processes, improving service efficiency and client satisfaction levels.
- Led cross-functional teams to enhance service delivery through effective communication and collaboration.
- Developed training programs for new staff, fostering a culture of continuous learning and improvement.
- Implemented best practices for resource allocation, optimizing workforce productivity and service outcomes.
- Analyzed performance metrics to identify trends, driving strategic decisions for process enhancements.
Customer service executive
1 Year 1 Month- Dialing for UK Mortgage, 3G Network, UK Debt Management, and Refinancing
- Dialing for Australia and Canada Mortgage and Refinancing
- Managed high-volume call flow, maintaining professionalism under pressure.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Education
No Degree - Business Management
No Degree - Secondary School Certificate Examination
No Degree - Higher Secondary School Certificate Examination
Bachelor of Commerce - Accounting And Finance
Skills
Customer Success
Customer Support Operations
Team Leadership
People Management
Performance Coaching
Quality Management
Escalation Resolution
Client Management
CRM Systems
Ticketing Tools
Process Improvement
KPI & SLA Management
Workforce Planning
Reporting & Analytics
Microsoft Excel
Remote Team Management
KEY ACHIEVEMENTS
Enhanced Customer Satisfaction: Improved customer satisfaction score by 20% through team training and SOP enhancements.
Improved Response Time: Reduced response time by 45% by implementing efficient tracking systems.
Successful Team Mentorship: Mentored team leading to a 30% rise in KPI targets achieved.
Quality Assurance Excellence: Achieved 95% accuracy in quality assurance reviews by enforcing compliance checks.
LANGUAGES
English - Proficient
Hindi - Fluent
Bengali - Native
Gujarati - Fluent
Timeline
Customer Support Manager
1win
11.2023 - 05.2026Read More
Country lead
Mostbet
03.2022 - 10.2023Read More
Team leader - service delivery
Medusind Solution
04.2009 - 03.2022Read More
Customer service executive
Azure Knowledge Centre
02.2008 - 03.2009Read More
National Institute of Business Management & Technology
No Degree from Business Management
Read More
Nanji Kalidas DAV Public School
No Degree from Secondary School Certificate Examination
Read More
Ambuja Vidya Niketan
No Degree from Higher Secondary School Certificate Examination
Read More
Kalinga University
Bachelor of Commerce from Accounting And Finance
Read More