Headline

Operations Manager | Service Delivery & Customer Experience | SLA & Escalation Governance | Team Leadership | Process Improvement | Bengaluru

About

Operations and Customer Experience leader with 10+ years of experience driving enterprise service delivery, SLA governance, and escalation management in B2B telecom environments. Currently working as an Operations Manager with experience leading cross-functional operations teams (14+ members), managing high-impact customer escalations, and strengthening SLA/KPI performance across enterprise accounts. My core focus areas include: ✔ SLA / KPI / CSAT Governance ✔ Escalation & Incident Management ✔ Enterprise Client Lifecycle Management ✔ Process Optimization & Workflow Efficiency ✔ Cross-Functional Stakeholder Collaboration ✔ Operational Reporting & Performance Monitoring I am passionate about building structured, performance-driven operations that improve service delivery, enhance customer experience, and deliver measurable business outcomes. Currently exploring leadership opportunities in Operations, Service Delivery, and Customer Experience in Bengaluru.

Location

Bengaluru

Work experience

Associate Manager – HCLTech | Client: Verizon (Service Manager) at HCLTech, Apr 2024 - Present · 2 yrs 4 mos, Bengaluru, Karnataka, India, Key Responsibilities: • Managing high-priority customer escalations, ensuring timely resolution and effective service recovery • Driving customer experience and service delivery operations aligned with SLA / KPI governance • Conducting Root Cause Analysis (RCA) to reduce repeat issues and improve operational efficiency • Coordinating with cross-functional teams including Sales, Billing, Finance, Credit, Collections, and Technical Support • Handling customer lifecycle operations including billing disputes, credit/rebill scenarios, and disconnect management • Monitoring performance metrics, operational trends, and service quality indicators • Maintaining accurate documentation and workflows across CRM systems (Verizon CRM, SFDC, internal platforms) Key Achievements: • Reduced repeat customer issues by 15% through structured RCA and workflow optimisation • Improved stakeholder communication and operational visibility via KPI dashboards and tracking mechanisms • Strengthened escalation handling framework, leading to improved resolution efficiency

Junior Team Leader – Service Delivery & Provisioning at TURNINGPOINT SOFTWARE SOLUTIONS PRIVATE LIMITED, Mar 2014 - Mar 2024 · 10 yrs 1 mo, Bangalore, Key Responsibilities: • Led and developed a 14-member provisioning and customer service team supporting US telecom operations. • Delivered daily briefings, monitored SLA adherence, and ensured consistent team performance. • Conducted quality audits, case reviews, and training sessions to improve accuracy and efficiency. • Coordinated with internal and client teams to resolve provisioning issues (ASR/LSR/CSR). Achievements: • Improved order accuracy and reduced fallout through training, coaching, and process corrections.