Headline

Customer Success | Service Delivery | Stakeholder Management | Operations Transformation

About

Customer Success and Service Delivery professional with 7+ years of experience driving operational excellence, stakeholder management, and customer experience transformation across global enterprise environments. I’ve consistently delivered measurable business impact: Improved operational throughput by 110% through workforce scaling and process optimization. Maintained 95% SLA compliance through workflow redesign and operational governance initiatives. Reduced operational costs by 12% through workforce planning and efficiency improvements. Successfully led an international business transition with zero disruption to service delivery. Enabled onboarding and operational readiness for 55+ employees through structured training and workforce enablement initiatives. 🔹 Core Skills & Expertise Customer Success & Service Delivery: KPI/SLA governance, escalation management, customer experience optimization. Stakeholder Management: Cross-functional collaboration, executive business reviews (MBRs/WBRs), operational reporting. Leadership & Workforce Enablement: Coaching, performance management, onboarding, and employee engagement. Process Improvement & Operational Excellence: Workflow optimization, governance improvements, business continuity. Technology & Tools: ServiceNow fundamentals, ITSM concepts, Jira, Excel, Power BI, operational reporting tools. I thrive in fast-paced, performance-driven environments where operational efficiency, customer satisfaction, and stakeholder alignment are critical to business success. My focus is on driving measurable outcomes through collaboration, governance, and continuous improvement. Let’s connect if you’re looking for a professional with experience in customer success operations, stakeholder management, service delivery, and operational transformation.

Location

Bengaluru

Work experience

Team Lead at Sagility, Dec 2025 - Present · 7 mos, Bengaluru, Karnataka, India, Team Leader – Customer Success Operations

Team Lead at Concentrix, Jan 2024 - Present · 2 yrs 6 mos, Bengaluru, Karnataka, India, # Leading 10+ agents with 90%+ KPI adherence (AHT, FCR, CSAT, Quality). # Optimized shift schedules using WFM data, reducing overtime costs by 12%. # Introduced automation tools, cutting ticket classification time by 10%. # Developed a mentoring program that improved agent morale & promotions.

Senior Subject Matter Expert at Concentrix, Jan 2023 - Jan 2024 · 1 yr 1 mo, On-site, # Maintained 95% SLA compliance in a multilingual campaign. # Partnered with QA to redesign SOPs, improving FCR. # Trained 55+ agents across 5 batches, reducing ramp-up time by 20%. # Standardized workflows, reducing errors by 15%

Customer Advisor at Concentrix, May 2022 - Sep 2023 · 1 yr 5 mos, Delivered high customer satisfaction through proactive issue resolution, stakeholder communication, and strong process expertise. Ranked within the top 4% among 150+ advisors for quality, efficiency, and customer experience metrics. Supported customer success and workforce enablement initiatives to improve operational consistency and service delivery outcomes. Collaborated with internal stakeholders to identify process improvement opportunities and streamline customer support workflows.

Business Support Specialist at Amazon, Jul 2019 - Mar 2021 · 1 yr 9 mos, Pune District, Maharashtra, India, # Achieved 98% FCR on complex cases, improving customer trust. # Revamped ticketing/documentation, raising service levels by 20%. # Coordinated across departments for smooth resolution flow.

Education

Bachelor of Technology - BTech, Computer Science, Institute of Engineering & Management (IEM)