Summary
Overview
Work History
Education
Skills
Other Attributes - Personal Strengths
Internship Projects
Timeline
background-images

SUHAAS SACHDEVA

Bengaluru

Summary

Seasoned operations and customer service leader with over 11 years of experience at leading companies including Swiggy, Amazon, and IHCL. Expertise in escalation management, SLA performance, CSAT/NPS improvement, and team leadership. Recognized for driving AI-based service delivery and analytics initiatives to enhance customer experience. Experienced in hospitality operations with Taj Hotels. Holds an MBA in Marketing & HR from Amity University and a Hotel Management degree from IHM Pusa.

Overview

13
13
years of professional experience

Work History

Operations Manager, Customer Service

Swiggy
03.2023 - Current
  • Leading escalation management, request tracking, SOP optimization, and quality assurance initiatives to enhance customer experience.
  • Driving timely resolution of member escalations through root-cause analysis, corrective training, and real-time coaching.
  • Supporting AI-based service for HNI clients through staffing, scheduling, KPI monitoring, and operational excellence.
  • Streamlining workflows, improving CSAT scores, and ensuring SLA adherence through structured follow-ups and training interventions.
  • Manage and onboard vendors ensuring compliance and performance standards
  • Manage and supervise city-specific runners and shoppers for timely and efficient deliveries

Operations Program Manager, Customer Service

Amazon Development Center India
08.2021 - Current
  • I am part of a team which is responsible for Strategic Initiatives, Automation and Analytics projects to improve operational efficiency and quality; employee and customer experience; and organizational growth for Customer Service Operations in India, which supports multiple marketplaces - India, US, UK, AU, SG etc.

Operations Team Lead, Customer Service

Branch international
04.2023 - 03.2025
  • Managing FTE teams and driving performance optimization to meet organizational targets
  • Leading SLA management and conducting thorough analysis of performance metrics
  • Driving CSAT & NPS improvement through targeted training and team development
  • Implementing continuous improvement initiatives and metrics enhancement
  • Generating comprehensive dashboards and scorecards for management review
  • Data analytics and visualization using Sisense and Metabase
  • Managing partner operations across different locations
  • Overseeing vendor relationships and performance
  • Leading people development and career growth initiatives

Team Manager, Customer Service

Amazon Development Center India
06.2017 - 08.2021
  • Managing a team of FTE's and driving performance in the Team to meet targets
  • Manage the daily Team activities and ensure operations run smoothly
  • Drive Team adherence and manage monthly scheduling
  • Handling Escalations
  • Manage key business metrics like SLA's and CSAT. Run reports & conduct a thorough analysis of SLA misses
  • Drive Continuous Improvement in the Team along with metrics improvement
  • Generate dashboard and scorecards for the Team for review
  • Performance management and appraisals for the entire Team
  • Weekly Reviews to the Management on key deliverables
  • Knowledge management for the Team and quality control
  • Managing operations in sync with partners in different locations
  • Responsible for people/employee career development

Assistant Manager, Front Office

Taj Palace Hotel, New Delhi
09.2015 - 07.2016
  • Engaging with guests and tracking their level of satisfaction
  • Manage the activities of front office ensuring that guests receive prompt, professional attention
  • Handling complaints and planning the course of service recovery
  • Monitoring appropriate standards of conduct, uniform, hygiene and appearance of staff
  • Ensuring front line staff complies with FIT marketing techniques and maximize sales
  • Training the staff for better performance & customer satisfaction
  • Assists guest relations in greeting, rooming and sending off VIP guests
  • Handling head of the State and dignitaries movement
  • Taj Innercircle Membership details - Enrollment of maximum guests to the programme
  • Frequent flyer programmes and entitlements of guests
  • How to action Incident logs and closing the loop prior to departure / Apology or courtesy mails /timely
  • Escalation to AFOM/FOM for necessary intervention
  • How to handle a walk in check in/ securing payment
  • Early check-in, Late check-out policy, cancellation policy
  • Room change process /Master key procedure and maintenance of registers and records

Management Trainee

Taj Palace Hotel, New Delhi
07.2012 - 09.2014
  • Butler Service is amalgamation of Front Office & Food and Beverage service. Butlers Service takes care of the Club Floors with Premium Rooms. Held the role of an apprentice & graduated to the role of a Team Leader in Sept, 2013 while being in the purview of the Management Training.

Education

MBA - Marketing and Human Resources

Amity Business School
01.2017

Bachelors in Hotel Management - Hospitality & Hotel Administration

IHM, Pusa
01.2012

12th - Commerce

Delhi Public School
01.2009

10th - Science, English, French, Mathematics & Social studies

Delhi Public School
01.2007

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Escalation management
  • Vendor management
  • Performance management
  • Product management
  • Staff management
  • Workflow optimization
  • Interpersonal communication
  • Client relationships

Other Attributes - Personal Strengths

  • Systematic & focused
  • Quick learner
  • Team player
  • Ability to take initiative
  • Good leadership skills

Internship Projects

  • GreenTree Advisory, Gurgaon, 7 weeks, 2016, Recruitments Consultancy
  • The Leela Ambience Gurgaon Hotel & Residences, 6 months, 2010, Received The Best Trainee Award

Timeline

Operations Team Lead, Customer Service

Branch international
04.2023 - 03.2025

Operations Manager, Customer Service

Swiggy
03.2023 - Current

Operations Program Manager, Customer Service

Amazon Development Center India
08.2021 - Current

Team Manager, Customer Service

Amazon Development Center India
06.2017 - 08.2021

Assistant Manager, Front Office

Taj Palace Hotel, New Delhi
09.2015 - 07.2016

Management Trainee

Taj Palace Hotel, New Delhi
07.2012 - 09.2014

Bachelors in Hotel Management - Hospitality & Hotel Administration

IHM, Pusa

12th - Commerce

Delhi Public School

10th - Science, English, French, Mathematics & Social studies

Delhi Public School

MBA - Marketing and Human Resources

Amity Business School
SUHAAS SACHDEVA