Sandeep Kharade

Leading operations for a top-tier online retail business, Flipkart, overseeing a team of 500+ resources across inbound and outbound operations.

• Accountable for the performance delivery of Operations, Training, and Quality teams.
• Managing both inbound and outbound customer service operations.
• Driving e-commerce strategies to boost online sales and enhance customer experience.
• Overseeing day-to-day operations of the customer service teams, including first-level support, and escalation management.
• Collaborating with cross-functional teams, such as Marketing, Product, Logistics, and IT, to streamline e-commerce processes.
• Tracking and analyzing key performance indicators (KPIs), like CSAT, NPS, and FCR, to optimize performance.
• Evaluating team performance and customer behavior to identify areas for improvement, and enhance service efficiency.

Oversaw and streamlined service desk operations for Dell's global customers, ensuring optimal efficiency and service quality.
Managed a team of over 200 high-level Technical Support Engineers, driving performance and service excellence.
Led IT service delivery operations across multiple regions, including the US, EMEA, and APAC.
Directed recruitment, hiring, and onboarding processes, training new employees in operational workflows and conducting probationary performance evaluations.
Set and communicated monthly goals, aligned team priorities, and closely monitored progress to ensure successful outcomes.
Assessed employee skill sets, and strategically allocated tasks to maximize individual strengths and expertise.

Technical and B2B customer support, providing end-to-end assistance in setting up communication infrastructure for medium and large Australian enterprises on NBN technology. Responsibilities include queue and SLA management, case allocation, and team productivity oversight to ensure KPI achievement. Additionally, involved in coaching and mentoring new team members for continuous performance improvement.

Handled incoming inquiries from Mobile Broadband users in the United Kingdom, assisting with billing queries and troubleshooting internet connectivity issues.
Engaged with customers to resolve concerns while promoting upselling and cross-selling of Mobile and Broadband products.
Coordinated with dealers and delivery support teams through calls and chat support.
Managed logistics-related queries and complaint resolution efficiently.

• Company Overview: (Process- Delta Airline-Global operation)
• Key role in assisting customers with their travel-related inquiries, bookings, and support
• They ensure a smooth and hassle-free experience for travellers by providing expert guidance and resolving any issues related to flights, hotels, car rentals, or vacation packages
• Address customer complaints regarding delays, cancellations, refunds, or lost bookings
• Promote special offers, travel packages, and loyalty programs to customers
• Adhere to airline, hotel, and travel agency policies and regulations
• (Process- Delta Airline-Global operation)

• Managed Team of 25+ CSE’s
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets
• Closely monitored team performance by conducting observations and tracking key metrics, identifying, and managing underachievers appropriately
• Evaluated team performance and provided constructive feedback to improve daily goal achievement

• Started as customer care executive
• Handled calls of prepaid and postpaid customers for 9 to 10 Months
• As Supervisor KPI was SLA and Shrinkage Management
• Daily performance analysis
• Conducted Regular briefings to share the new product updates to the Team to ensure compliance and quality is maintained