Headline

Experienced candidate with 7 years of expertise in service delivery management, workforce management, people management, monitoring and reporting, real time analysis. Ready to join immediately.

About

I am a Customer Experience and Service Delivery professional with 7+ years of experience supporting global e-commerce brands and leading performance-driven operations. My core strengths lie in service delivery management, KPI tracking, SLA compliance, real-time analysis, and process optimization. I have worked as a Selling Partner Support SME, resolving complex operational issues, analyzing root causes, and improving efficiency through structured reporting and data-driven decision-making. I collaborate effectively with cross-functional teams, enhance customer satisfaction, and ensure consistent delivery of high-quality service. Beyond customer experience, I bring strong abilities in monitoring, reporting, workflow management, and problem-solving. I am proficient in Microsoft Office tools, workforce management fundamentals, and continuous improvement practices. I am currently exploring opportunities in: • Service Delivery • Operations Analyst / Process Specialist • Seller Support / Marketplace Operations • Workforce Management / Real-Time Analysis • Quality & Compliance My goal is to grow into roles that allow me to enhance operational performance, build efficient processes, and contribute meaningfully to organizational success. I believe in disciplined execution, smart work, and consistent learning. If my experience aligns with your team’s needs, feel free to connect.

Location

Kochi

Work experience

Senior Associate at Sutherland, Mar 2021 - Present · 5 yrs 3 mos, India

Senior Customer Service Associate at Sutherland, Mar 2021 - May 2025 · 4 yrs 3 mos, Kochi, Kerala, India

Selling Specialist at Sutherland Global Services Ltd, Mar 2021 - Present · 5 yrs 3 mos, Identifying and assisting in resolving the challenges faced by the selling partners in their business, Workforce Management, Conducting internal audits to ensure quality, Coaching the workforce with possible process opportunities

Academic Advisor at BYJU'S Think and Learn Pvt. Ltd, Jun 2020 - Jan 2021 · 8 mos

Customer Service Representative at Sutherland Global Services Ltd, Aug 2017 - Feb 2020 · 2 yrs 7 mos, Assisting the customers to identify and resolve the challenges they may experience while online purchasing

Education

Bachelor of Engineering, SSM College of Engineering, Komarapalayam

12 th, TEBOIL