Looking for a job

Aman Doshi

@amandoshi

Message

I build scalable customer support and operations teams across Web3, e-commerce, and logistics.

India

Message

What I'm looking for

I'm seeking a forward-thinking organization where I can contribute strategic leadership, operational excellence, customer experience improvements, process design, and AI-driven support automation.

At Transak, I built customer support, operations, and liquidity functions from zero into multiple departments, establishing SOPs, training modules, and KPIs across Web3, DeFi, and blockchain.

I improved customer experience to a 4.3 Trustpilot score, reduced costs by 15%, shortened KYC/KYB onboarding by 20%, and lowered exchange fees by 30%. I also built AI agents to audit chat and email conversations and chatbots that handle 85% of contacts.

Across Blackbuck, Aegis, and Teleperformance, I led large support teams, improved SLA, CSAT, AHT, resolution rates, and retention through process design, coaching, reporting, and automation.

Experience

Work history, roles, and key accomplishments

Current

Director of Customer Support, Operations & Liquidity

Current

Transak

Dec 2020 - Present (5 years 9 months)

Built and scaled customer support, operations, and liquidity teams from zero, establishing SOPs, training modules, and KPIs. Achieved a 4.3 Trustpilot score and reduced costs by 15% through process improvements and competitive analysis.

Assistant Manager, Operations

Blackbuck

Apr 2019 - Dec 2020 (1 year 8 months)

Designed and implemented SOPs and training workflows, reducing AHT by 25% and increasing CSAT response rate by 30%. Led 3 teams of 45 FTEs across voice, chat, and issue resolution, achieving 95% SLA compliance.

Operations Management Process Design SOP Development Team Leadership SLA Compliance CSAT IVR Systems Reporting OCR App Issue Resolution

Team Leader, Operations

Aegis

Sep 2018 - Apr 2019 (7 months)

Drove customer satisfaction KPIs for a leading e-commerce platform, improving CSAT scores by 15% through executive training. Conducted weekly one-on-one meetings using SMART methodology, ensuring 90% target achievement across teams.

Customer Satisfaction CSAT Team Leadership KPI SMART Methodology Client Calibration Business Reviews Process Improvement

Assistant Manager, Customer Support

Teleperformance

Jul 2016 - Jul 2018 (2 years)

Led a team of 40 associates and 7 SMEs, achieving 98% client SLA adherence and reducing DSAT by 20% through targeted coaching. Oversaw rostering, shrinkage management, and escalation handling.

Customer Support Team Leadership SLA Adherence DSAT Reduction Coaching Rostering Shrinkage And Attrition Management Escalation Handling Business Reviews RCA

Process Associate Trainee

Cyfuture

Apr 2016 - Jul 2016 (3 months)

Managed 500 daily outbound calls across global markets, generating 120% of sales lead targets. Pitched company products and overachieved daily KPIs in a high-volume, multi-shift environment.

Outbound Calls Sales Lead KPI Achievement Communication Skills