Open to opportunities

abhi solanki

@abhilashsolanki

Message

Customer Success and Service Delivery leader with 12+ years driving retention and fast resolutions.

India

Message

What I'm looking for

I’m looking for a full-time remote Customer Success role where I can own retention and SLA/TAT outcomes, resolve escalations fast, and build trust through data-driven, proactive communication and reliable service delivery.

I’m a Customer Success & Service Delivery Leader with 12+ years of experience across Telecommunications and Education, managing large-scale customer operations remotely and on-ground. I’m known for proactive problem-solving, data-driven decisions, and strong written communication—built to deliver reliable service in remote-first environments.

I’ve led customer-facing teams of up to 45+ members and managed service delivery for 2,00,000+ customers while maintaining 90%+ resolution within 4 hours. From SLA/TAT ownership and escalation resolution (L2/L3) to vendor and partner-led service delivery, I focus on customer retention, expansion support, process improvement, and KPI-driven operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Operations & Service Delivery Manager

Current

Ingenious Mind - Education Institute

Apr 2023 - Present (3 years 3 months)

Serves as primary customer success contact for school leadership and leads day-to-day service delivery operations focused on customer experience, issue resolution, and retention. Coordinates with internal teams and partners to meet institutional SLAs and improve reporting/escalation workflows.

Customer Success Service Delivery Operations Stakeholder Management SLA Management TAT SLA Ownership Issue Resolution Customer Retention Partner Coordination

FTTH Manager / Area Service Executive

Reliance Jio & Dish Infra

Led end-to-end Jio Fiber (FTTH) rollout including planning, execution, and service readiness. Designed and optimized GPON networks using ArcGIS, AutoCAD, and Ericsson tools, and prepared territories for service readiness under aggressive timelines.

FTTH Rollout Service Readiness GPON Network Design Optimization ArcGIS Autocad Ericsson Tools Network Engineering

Field Support Engineer

Sify Technologies Ltd.

Provided Tier-2 support for enterprise MPLS and lease-line customers while maintaining high service availability. Planned and deployed new network sites and handled service escalations for critical accounts.

Tier 2 Support MPLS Lease Line Support Customer Escalation

Assistant Manager – Service Operations

Airtel & Tata Sky (Tata Play)

Managed city-wide customer service operations for Vadodara for 2,00,000+ active subscribers, leading teams and ensuring SLA performance. Served as final escalation authority for complex customer/corporate issues and supported retention and service expansion via partner onboarding.

service operations management Multi Site Operations Customer Service Escalation Handling Team Leadership Customer Retention KPI Tracking

Junior Network Engineer

R.K. Infratel Ltd.

Contributed to the Surat Safe City project involving CCTV infrastructure. Designed and monitored high-density Wi-Fi zones for international exhibitions and supported installation, testing, and maintenance of network infrastructure.

CCTV Infrastructure Wi Fi Network Planning Monitoring Network Testing Maintenance RF Access Network Deployment Support