Yash Patel
Vadodara
Summary
Experienced Team Lead with a strong background in Managed Service Provider (MSP) environment, specializing in contingent workforce delivery and management for multi supplier chain operations. Proven ability to lead dynamic teams, manage escalations, and ensure SLA adherence while improving support dynamics. Skilled in CRM tools (e.g., Optix, Nuance, Live Engage), ticketing systems (e.g., Salesforce, GUTS), and vendor management systems (e.g. SAP Fieldglass, Coupa/Smarttrack) to drive efficient and scalable delivery.
Overview
6
6
years of professional experience
Work History
Program Support Operations
Magnit Global India
09.2024 - Current
- Managing end-to-end contingent workforce lifecycle for Google's global REWS and GSRS operations, including screening, onboarding, IDV, compliance, SOW creation/amendments, worker profile management, and offboarding
- Contingent workforce management in collaboration with extended workforce solutions, supplier chain and Google cross functional ops to meet SLAs/KPIs
- Leveraged SAP Fieldglass and Salesforce dashboards to monitor operational efficiency and ensure consistent service delivery
- Client : Google (USA)
Ops Team Lead
Etech Global Services
06.2022 - 08.2024
- Oversaw dynamic Ops team with emphasis on training prospects, live monitoring and number crunching to deliver quality outcomes
- Facilitated calibration meetings to drive alignment on performance metrics, goal setting, and relevant roadmaps
- Provided insights to senior leadership on optimizing resource efficiency and improving new hire training to support sustainable revenue growth
- Developed real time scalable reports and dashboards, improving visibility into team performance and enabling data-driven decision-making
- Client : Verizon (USA)
Customer Experience Specialist
Etech Global Services
10.2019 - 05.2022
- Managed client requests, offering excellent support and tailored recommendations to address their needs
- Engaged in cross-selling and up-selling activities to enhance CEX
- Consistently over achieved MoM revenue goals with 100% CSAT
- Client : Verizon (USA)
Education
Bachelor Of Engineering - Computer Engineering
Gujarat Technological University
Ahmedabad06.2019
Skills
- Leadership and Client Relationship Management
- Performance Monitoring, Root Cause Analysis and Reporting
- MS Office Suite
- Retention and Churn Mitigation
- Supplier Delivery and Compliance
- CRM and VMS Tools (SAP Fieldglass, Salesforce, Coupa/Smarttrack, Live Engage)
- Managed Service Provider (Contingent Workforce)
- Statement of Work (SOW) Administration
Languages
English: C1 Advanced
Timeline
Program Support Operations
Magnit Global India
09.2024 - Current
Ops Team Lead
Etech Global Services
06.2022 - 08.2024
Customer Experience Specialist
Etech Global Services
10.2019 - 05.2022
Bachelor Of Engineering - Computer Engineering
Gujarat Technological University