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bharath krishnan

@bharathkrishnan

Operations & Business Intelligence Manager driving MIS automation, analytics, and KPI governance for measurable business impact.

India

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What I'm looking for

I’m looking for a role where I can lead operations with business intelligence—own MIS automation, KPI governance, and workforce planning, drive process transformation, and partner cross-functionally to improve CSAT, shrinkage, and profitability.

I’m an Operations & Business Intelligence leader with 8+ years of experience delivering data-driven operational excellence across BFSI and EdTech. I focus on MIS architecture & automation, actionable analytics, and KPI governance that improve performance, profitability, and customer experience.

At Teleperformance, I lead program management and business intelligence for a high-volume US mortgage operation supporting 100+ FTE. I’ve reduced operational shrinkage from 40% to <12% in 4 months, improved CSAT from 4.0 to 4.35 in 3 months, and cut monthly attrition from 23% to <6%, including months with 0% attrition—while also managing account P&L and delivering ~5% month-over-month Gross Margin and EBITDA growth.

Previously at Think and Learn (BYJU’S), I managed MIS reporting and analytics infrastructure and served as Salesforce platform admin to ensure data integrity for operational teams. I leveraged Snowflake and advanced SQL for reporting and dashboards, used Python (Pandas, NumPy, Matplotlib) for deeper insights, and automated dashboards and reporting pipelines with SQL, Python, and Advanced Excel—significantly reducing manual effort and improving turnaround time.

I started in customer and user experience leadership roles, where I managed escalations end-to-end, built quality rubrics, and conducted Root Cause Analysis (RCA) to drive systemic corrective actions. As a Lean Six Sigma Green Belt, I bring continuous improvement, quality rigor, and cross-functional collaboration to every program—from UAT testing in tools and CRM upgrades to process transformation that sustains long-term results.

Experience

Work history, roles, and key accomplishments

Current

Operations & Business Intelligence Manager

Current

Teleperformance Global Services

Apr 2024 - Present (2 years 2 months)

Led program management and BI for a high-volume US mortgage operations account, governing SLA/CSAT and KPIs across a 100+ FTE workforce. Reduced shrinkage from 40% to <12% in 4 months, improved CSAT from 4.0 to 4.35, lowered attrition from 23% to <6%, and delivered ~5% month-over-month growth in Gross Margin and EBITDA.

Program Management KPIs Lean Six Sigma Operational Analytics SQL Snowflake Workforce Management SLA Management CSAT P&L management

Assistant Manager – MIS & Operations

Think and Learn Pvt. Ltd. (BYJU'S)

Feb 2022 - Apr 2024 (2 years 2 months)

Managed MIS reporting and analytics infrastructure, enabling data-driven operational decisions across large customer operations teams. Administered Salesforce, built Snowflake/SQL and Python analytics, automated dashboards/reporting, and developed workforce forecasting models to improve scheduling accuracy and reduce over/understaffing.

Salesforce Administration SQL Snowflake NumPy Matplotlib Dashboard Development Report Automation Workforce Planning Forecast Modelling

Assistant Manager – User Experience

Think and Learn Pvt. Ltd. (BYJU'S)

Jun 2020 - Jan 2022 (1 year 7 months)

Managed high-priority customer escalations through end-to-end service resolution workflows and ensured timely, satisfactory case closures. Designed quality rubrics, executed root-cause analysis on recurring escalations, and drove quality coaching and UAT cycles in collaboration with product and tech teams to improve interaction quality and CSAT.

Customer Escalation Management Quality Analysis Root Cause Analysis CSAT UAT Testing Service Quality Coaching

Team Lead – User Experience

Think and Learn Pvt. Ltd. (BYJU'S)

Jan 2020 - May 2020 (4 months)

Supervised customer support specialists to maintain SLA compliance and consistent service delivery across customer touchpoints. Conducted quality audits, performed RCA on escalations and quality dips, coached teams on corrective action plans, and tracked KPIs using advanced Excel and internal CRM tools.

Team Leadership SLA Quality Auditing Performance Management KPI Tracking

Student Success Specialist

Think and Learn Pvt. Ltd. (BYJU'S)

Aug 2018 - Dec 2019 (1 year 4 months)

Managed student engagement and academic support programs, monitoring performance to support measurable improvements in outcomes and retention. Documented student interaction quality and participated in peer quality reviews to maintain consistency in advisory standards.

Student Engagement Academic Support Performance Monitoring Retention Management Peer Review