Headline

Senior Escalation Cordinator |Customer Support, Customer Success,Tech Ai first Tools Specialist, Salesforce CRM Freshworks ServiceNow Account Manager with operations Workflow| Open to overseas opportunities

About

DIRECTOR OF OPERATIONS | CUSTOMER OPERATIONS | SERVICE DELIVERY | OPERATIONAL EXCELLENCE | Advocate Practitioner Operations executive with 7+ years of progressive leadership experience transforming customer operations across SaaS, technology, hospitality, and contact center environments. Known for building high-performing teams, modernizing operations, leading enterprise-wide change initiatives, and improving customer experience through data-driven leadership. CAREER HIGHLIGHTS •Partnered cross-functionally with Operations, Product, Development, Customer Success, and Support teams to drive a 54-point improvement in Net Promoter Score (from -60 to -6), representing a 90% increase in customer satisfaction. • Led remote global support organization of 20+. • Managed organizations of 50+ employees. • Implemented AI-ready enterprise ticketing platform. • Built KPI dashboards, scorecards, and coaching programs. • Centralized reservations and PBX operations. • Executive partnership across Product, Development, Sales, HR, Finance, and Operations. EXECUTIVE COMPETENCIES Operations Leadership • Operational Excellence • Strategic Planning • Customer Operations • Service Delivery • Continuous Improvement • KPI Development • Performance Management • Customer Success • Workforce Planning • AI Strategy • Automation • Project Management • Budget Management TECHNOLOGY Zendesk • TeamSupport • Jira • 8x8 Microsoft 365 • Google Workspace • Excel • PowerPoint ChatGPT • Claude AI • Cursor • GitHub

Location

Greater Delhi Area

AI stack

claude code

cursor

gemini

notebooklm

notion

perplexity

Work experience

Senior Operations Manager at OneXtel, Feb 2026 - May 2026 · 4 mos, APAC

Senior Enterprise Account Manager at Onecom, Aug 2025 - Jan 2026 · 6 mos, Remote, End-to-End Delivery: Coordinated full lifecycle delivery of products and services, including telephony solutions, data connectivity, and hosted systems for diverse client domains. Stakeholder & Client Management: Served as the primary point of contact for clients, leading kick-offs, regular update calls, and cross-functional meetings to ensure high customer satisfaction and alignment with requirements. SLA & Timeline Management: Tracked project progress against agreed Service Level Agreements (SLAs), proactively following up with suppliers, carriers, and internal teams to prevent bottlenecks and ensure on-time execution. Process & Order Management: Managed order processing, approvals, and seamless customer onboarding in strict accordance with defined operational frameworks. Data Integrity & Reporting: Maintained precise project records in CRM tools (Salesforce) and delivered comprehensive weekly status reports to internal and external stakeholders. Technical & Managerial Support: Assisted Project Delivery Managers with complex documentation, administrative reporting, and basic hardware/service configuration setup when needed.

Assistant Manager Technical Support at Sinch, Apr 2024 - Oct 2024 · 7 mos, APAC, Maintain customer relationship by responding to inquiries, documenting actions. Prepares for customer inquiries by studying products, services, and customer service processes. Responds to customer inquiries by understanding inquiry, reviewing previous inquiries and responses, gathering, and researching information, assembling, and forwarding information, verifying customer's understanding of information and answer. Records customer inquiries by documenting inquiry and response in customers' accounts. Familiarity with customer support tools, such as Zendesk, JIRA, or Salesforce Ability to work in a fast-paced environment and handle multiple priorities simultaneously Improves quality service by recommending improved processes, identifying new product and service applications. Accomplishes customer service and organization mission by completing related results as needed.

Enterprise Senior Associate at One97 Communications Limited, Oct 2023 - Feb 2024 · 5 mos, Noida, • Analyzed large-scale datasets (50K–100K+ records) using advanced SQL queries, data validation, and trend analysis to uncover actionable insights that improved operational efficiency and business decision-making. • Designed and maintained interactive Power BI dashboards leveraging DAX, data modeling, and KPI tracking, reducing manual reporting efforts by 30–40% while enabling real-time performance visibility for stakeholders. • Automated recurring business reports using Excel (Power Query, Pivot Tables, Advanced Formulas) and Power Automate workflows, streamlining processes and saving significant manual effort across teams. • Partnered with business stakeholders to translate complex business requirements into scalable data solutions, bridging communication between technical and non-technical teams and driving data-driven decision-making. • Managed enterprise B2B accounts in a fast-paced, high-volume environment, providing application support, coordinating account operations, resolving service issues, and ensuring adherence to enterprise service delivery standards and client expectations.

Senior customer support associate at Tech Mahindra, Aug 2021 - Jun 2023 · 1 y 10 mo, Noida

Education

Bachelor's degree, Mass Communication/Media Studies, sharda university