Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
SHUBHKANT PARIDA

SHUBHKANT PARIDA

Customer Support Operations Management
Bangalore

Summary

  • Performance-driven professional with over 9 years of experience in Customer Relationship Management, Service Delivery, and P&L Management.
  • Proven track record in overcoming complex business challenges and ensuring customer satisfaction through experience-backed judgment and strong work ethics.
  • Skilled in developing procedures, implementing service standards, and effective control measures to improve quality, accuracy, and reduce running costs for clients.
  • Experienced People Manager who leads team development, performance tracking, and training initiatives.
  • Lean Six Sigma Green Belt certified with extensive experience collaborating with stakeholders to implement innovative ideas for growth.
  • Excellent communicator with exceptional multitasking abilities in relationship building, writing, presentation, and interpersonal skills.
  • Detailed approach to planning and maintaining operations, recommending change, overseeing day-to-day employee coordination and communication.

Overview

11
11
years of professional experience
2018
2018
years of post-secondary education
2
2
Certifications
3
3
Languages

Work History

Senior Customer Support Operations Lead

cult.sport
12.2022 - Current
  • Leading a team of over 130 associates, supervisors, managers and senior managers.
  • P& L Management, Capacity Planning for the Customer Support Vertical for cult.sport.
  • Cross Functional Collaborations with Warehouse, Logistics, Supply Chain and Control Tower teams.
  • Monthly and Weekly budget reviews with Biz Finance Teams.
  • Evaluation, Adoption and Migration process for new tools and services.
  • Formulating policies & procedural changes for enhancing customer experience.
  • Identifying new business opportunities and providing support to new pursuits with the service delivery practice.
  • Collaborating on strategic decisions towards optimization of quality and product.
  • Developing & coordinating in performance excellence / improvement vision activities across verticals.
  • Executing operations within TAT and implementing business continuity plans to ensure uninterrupted operations.
  • Reducing the Customer Friction points by identifying and solving for process gaps by collaborating with other verticals.
  • Providing continuous feedback to improve, simplify, coordinate, and enhance service processes and procedures.
  • Developed Service Level at team level for managing productivity.
  • Formulation of Warranty policies and procedures.
  • Designed Standard Operating Procedure for functions and sub functions.
  • Set up L&D Team, Quality Assurance team, audit structure to improve overall quality.
  • Setup Net Promoter Score (NPS) process for cult.sport D2C business.

Customer Service Manager – Customer Support Operations

Amazon India
06.2018 - 12.2022

Lead a team of 30-35 Customer Support Agents

SLA Adherence and SLA Management

Auditing and Feedback Management

Performance Management

Configuration Management

Tata Consultancy Services Limited
12.2013 - 06.2016

Database Management

Writing SQL/PLSQL scripts

Configuration Management

Education

PGDM - Operations & Finance

Institute of Public Enterprise

B.Tech. - Mech Engg.

Orissa Engg. College

12th - undefined

Army Public School

10th - undefined

Army Public School

Skills

Service Delivery Management

Certification

Lean Six Sigma Green Belt

Timeline

Lean Six Sigma Green Belt

10-2024

Senior Customer Support Operations Lead

cult.sport
12.2022 - Current

Operational Excellence

08-2022

Customer Service Manager – Customer Support Operations

Amazon India
06.2018 - 12.2022

Configuration Management

Tata Consultancy Services Limited
12.2013 - 06.2016

B.Tech. - Mech Engg.

Orissa Engg. College

12th - undefined

Army Public School

10th - undefined

Army Public School

PGDM - Operations & Finance

Institute of Public Enterprise
SHUBHKANT PARIDACustomer Support Operations Management