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Ravinderjit Gill

Operations & Customer Service Manager | Call Center Supervisor | Vendor & Supply Chain Leader | AI‑Driven Process Optimization | ISO 9001:2015 | 13+ Yrs Global BPO & Non‑BPO | Immediate Joiner

Noida

12+ years of work experience

MK Gaming
Jan 20252 mosFeb 2025

Tbilisi, Georgia

Led a team of customer support agents for an international iGaming platform. Responsibilities included managing multi-channel support operations (chat, email, phone), conducting training, monitoring KPIs, and improving workflows. Collaborated with cross-functional teams to enhance service quality and ensure compliance with industry standards. Note: Role concluded due to early termination of the project.
CarSwitch Arabia
Dec 20213 yrs 1 moDec 2024

Dubai, United Arab Emirates

• Led cross-functional customer service operations at CarSwitch Arabia to drive inventory and satisfaction. • Implemented process improvements to enhance contact center efficiency and reduce response times. • Championed a customer-first culture and supported AI tool adoption in support workflows.
Tech Mahindra
Apr 20183 yrs 4 mosJul 2021

West Bengal

• Managed support teams handling high-volume customer interactions for global clients. • Developed and delivered training programs focused on customer empathy, KPI achievement, and performance consistency. • Implemented QA processes that increased FCR (First Contact Resolution) by 20%.
Teleperformance
Oct 20161 yr 5 mosFeb 2018

Kolkata, West Bengal, India

• Supervised day-to-day contact center activities, focusing on team motivation and goal achievement. • Led talent acquisition and retention efforts through coaching and career mapping. • Collaborated with cross-functional teams to ensure seamless operations and customer satisfaction.
Aegis
Aug 20115 yrs 1 moAug 2016

Kolkata, West Bengal, India

• Spearheaded customer service operations across telecom and financial service processes. • Reduced escalation rates and increased CSAT through personalized coaching and SOP redesign.

Education

Indira Gandhi National Open University

Bachelor's degree, Sociology

Indira Gandhi National Open University

Higher Secondary

Khalsa English high school

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Headline

Operations & Customer Service Manager | Call Center Supervisor | Vendor & Supply Chain Leader | AI‑Driven Process Optimization | ISO 9001:2015 | 13+ Yrs Global BPO & Non‑BPO | Immediate Joiner

About

I am an Operations & Customer Service Manager with 13+ years of experience leading high‑performing teams and optimizing workflows across BPO, CX, marketplace, and non‑BPO domains. My career spans India, UAE, and Georgia, where I have managed call centers, vendor networks, publishing operations, and field inspection teams, consistently delivering measurable business impact. 🎯 What I Do Lead and supervise diverse teams (15–50+ agents) across voice, chat, email, and field operations Drive operational excellence through KPI management (CSAT, NPS, SLA, AHT, attrition, shrinkage) Manage vendor & supplier relationships, procurement, and cost negotiations Apply AI‑driven analytics and advanced Excel/BI tools to improve decision‑making and performance Handle escalations, quality assurance, and customer success strategies for global clients 📊 Proven Track Record Improved NPS by 15% and reduced AHT by 17% through coaching and process re‑engineering Delivered 95%+ CSAT scores and 100% SLA adherence across telecom, banking, e‑commerce, and government UIDAI processes Built and managed vendor bases, negotiated cost savings, and streamlined supply chain operations Supervised multicultural teams across India (Kolkata), UAE (Dubai), and Georgia (Tbilisi) 🎓 Continuous Learning Certified in Six Sigma (Green & Black Belt), HubSpot Service Hub, Revenue Ops, Power BI, and AI‑Driven Operations. Skilled in CRM platforms (Oracle, Zoho, Zendesk, HubSpot) and call center systems (Avaya, Genesys, NICE). 🌍 Multilingual Capability Fluent in English, Hindi, Punjabi, Bengali, Urdu, and Bihari — enabling effective communication with diverse customer bases across global markets. 💼 Currently Seeking Operations Supervisor / Manager roles in both BPO and non‑BPO domains (vendor management, logistics, publishing, customer success, contact center leadership) where I can combine AI‑driven insights with proven operational expertise to deliver measurable results. 📍 Dubai, UAE & India | Valid UAE Driving License | Immediate Joiner

Location

Noida

Work experience

Customer Support Ops Team Manager at MK Gaming, Jan 2025 - Feb 2025 · 2 mos, Tbilisi, Georgia, Led a team of customer support agents for an international iGaming platform. Responsibilities included managing multi-channel support operations (chat, email, phone), conducting training, monitoring KPIs, and improving workflows. Collaborated with cross-functional teams to enhance service quality and ensure compliance with industry standards. Note: Role concluded due to early termination of the project.

Customer Service Manager-Inspection Services at CarSwitch Arabia, Dec 2021 - Dec 2024 · 3 yrs 1 mo, Dubai, United Arab Emirates, • Led cross-functional customer service operations at CarSwitch Arabia to drive inventory and satisfaction. • Implemented process improvements to enhance contact center efficiency and reduce response times. • Championed a customer-first culture and supported AI tool adoption in support workflows.

Customer Service Ops Team Lead at Tech Mahindra, Apr 2018 - Jul 2021 · 3 yrs 4 mos, West Bengal, • Managed support teams handling high-volume customer interactions for global clients. • Developed and delivered training programs focused on customer empathy, KPI achievement, and performance consistency. • Implemented QA processes that increased FCR (First Contact Resolution) by 20%.

Customer Service Ops Team Lead at Teleperformance, Oct 2016 - Feb 2018 · 1 yr 5 mos, Kolkata, West Bengal, India, • Supervised day-to-day contact center activities, focusing on team motivation and goal achievement. • Led talent acquisition and retention efforts through coaching and career mapping. • Collaborated with cross-functional teams to ensure seamless operations and customer satisfaction.

Customer Service Ops Team Lead at Aegis, Aug 2011 - Aug 2016 · 5 yrs 1 mo, Kolkata, West Bengal, India, • Spearheaded customer service operations across telecom and financial service processes. • Reduced escalation rates and increased CSAT through personalized coaching and SOP redesign.

Education

Bachelor's degree, Sociology, Indira Gandhi National Open University

Higher Secondary, Khalsa English high school