Varun Patil
Bengaluru
Summary
Dynamic professional with extensive experience in managing diverse priorities to ensure operational efficiency. Proven team leader with exceptional time management and documentation skills. Expertise in evaluating employee performance and fostering the development of new talent.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Manager
Instakart services private limited
Bengaluru
01.2024 - 02.2025
- Managed nine direct report across three departments: last mile, line haul, and customer experience metrics.
- Led and mentored 13 team members in data analysis and report building for supply chain last mile activities.
- Reduced contacts to unit (CTU) by 13% in three months, saving approximately ₹12 lakhs monthly.
- Boosted Customer Experience Score (CES) from 3.8% to 4.2% through enhanced proactive calling initiatives.
- Designed a delivery model that decreased delivery errors from 2.6% to 1.1%.
- Implemented training programs for new employees to improve service quality.
- Cultivated relationships with vendors to enhance supply chain efficiency.
- Analyzed customer feedback for targeted service improvement.
Assistant Manager-Social Media Escalations
Flipkart internet pvt ltd
Bengaluru
01.2022 - 12.2023
- Led team of 150+ executives and eight team leaders managing social media and CEO escalations.
- Met KPIs and OKRs for four consecutive quarters.
- Coordinated cross-functional teams to streamline project execution and communication.
- Evaluated staff performance, providing constructive feedback and support for development.
- Developed strategies that reduced repeat contacts by 16% and Q2R by 8.5%.
- Executed over 30 projects, contributing to organizational revenue savings and improved customer experience.
- Redesigned customer experience process, enhancing resolution score by 23% and CSAT score by 18%.
- Conducted daily analysis on KRAs and team performance, ensuring top-tier productivity.
Team leader-CEO escalation desk
Flipkart internet pvt ltd
Bengaluru
05.2019 - 12.2021
- Supervised and managed a team of 40+ ensuring excellent that customer service is in place.
- Excellent cross functional skills and stakeholder management skills exhibited and gained best team leader award for consecutive 3 quarters.
- 12+ projects and 20+ process fixes executed successfully, resulting in best customer experience.
- Developed and delivered team training sessions which resulted in increase of quality score by 15%
Subject Matter Expert-Inbound Process
Flipkart internet pvt ltd
Bengaluru
02.2016 - 04.2019
- Coordinated communications, taking calls, responding to mails and interfacing with customers.
- Supervised the team in absence of team leader.
- Achieved multiple rewards and recognitions as a top performer.
- Acquired comprehensive control and knowledge of escalation handling processes.
- Maintained positive working relationship with fellow staff and management.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
Customer Service Representative
WS Retail Pvt Ltd
Bengaluru
09.2013 - 01.2016
- Provided exceptional support to customers through various communication channels.
- Resolved inquiries efficiently using company-specific tools and systems.
- Guided customers in selecting products that met their needs and preferences.
- Trained new team members on customer service protocols and best practices.
- Collaborated with colleagues to enhance the overall customer experience.
- Maintained accurate records of customer interactions and transactions.
- Reviewed feedback to identify areas for process improvement within the team.
Education
Bachelor - computer application
06.2013
MBA - data analytics
Greatlakes
BengaluruSkills
- SQL
- PowerBI
- MS Office
- Python
- Tableau
- Project management
- Team leadership
- Process improvement
- Performance evaluation
- Problem solving
- Stakeholder management
Certification
- Data analytics and Machine learning by BOSSCODER ( In progress )
- Leadership skills and its efficiency.
Timeline
Assistant Manager
Instakart services private limited
01.2024 - 02.2025
Assistant Manager-Social Media Escalations
Flipkart internet pvt ltd
01.2022 - 12.2023
Team leader-CEO escalation desk
Flipkart internet pvt ltd
05.2019 - 12.2021
Subject Matter Expert-Inbound Process
Flipkart internet pvt ltd
02.2016 - 04.2019
Customer Service Representative
WS Retail Pvt Ltd
09.2013 - 01.2016
Bachelor - computer application
MBA - data analytics
Greatlakes
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