Manager Operations and Service Delivery

Managed end-to-end business operations for high-volume Microsoft support programs, with accountability for operational governance, workforce utilization, productivity, delivery performance, SLA adherence, and customer experience. Directed 4-5 frontline Team Leaders and maintained oversight of 61-100 professionals.

Led AI-driven ticket auto-resolution initiatives that freed capacity equivalent to 15-25 agents and delivered estimated annualized workforce cost efficiency of more than INR 1 crore. Built Power BI and Excel KPI dashboards, partnered with Analytics, Quality, Workforce Management, and Engineering teams, and improved executive decision-making speed by 20-25%.

Sustained CSAT at 4.7/5, maintained SLA adherence above 90%, kept escalations below 2%, and maintained attrition below 5%. Standardized SOPs, strengthened governance controls, managed risks and milestones, and drove process improvements through operational data analysis.

Led daily operations for a specialist team of more than 20 members, with responsibility for queue management, SLA adherence, productivity, quality, and continuous process improvement.

Designed and delivered technical and process training that improved CSAT and productivity KPIs while reducing errors and rework. Conducted root cause analysis for escalations and repeat incidents, implemented corrective actions, and delivered performance reporting, trend analysis, and predictive insights to senior management.

Standardized SOP adherence and troubleshooting practices through end-to-end product, process, and technical support training, improving first-time resolution rates and operational stability.

Delivered structured technical training, coaching, and escalation support for new joiners and operational teams. Evaluated training effectiveness and provided targeted coaching to improve compliance and reduce escalation rates.

Supported business expansion by assisting with the setup of new training sites and scaling operational capacity during growth phases. Achieved an 85% training pass-through rate and helped new employees reach floor readiness faster.

Provided end-user technical support for hardware, software, and connectivity issues. Consistently met SLA and first-call resolution targets while maintaining high customer satisfaction.

Identified recurring technical issues and escalation patterns, recommended process improvements, and helped reduce repeat contacts. Delivered clear, professional troubleshooting support that established a foundation for advancement into training and team leadership roles.

Handled escalated customer issues through chat channels while maintaining quality, customer care, policy compliance, and confidentiality standards.

Supported Match.com users with profile accuracy, matchmaking preferences, profile creation, verification, optimization, and account-related queries. Resolved sensitive customer concerns with empathy, discretion, and adherence to platform guidelines.