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
Operations Management
Client Relationship Management
Escalation Management
Root Cause Analysis
Stakeholders Management
SLA Management
TAT Management
Team Building
Leadership
Cross Functional Collaboaration
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