Open to opportunities

Davesh Purohit

@daveshpurohit

Customer Success & Operations specialist improving enterprise CSAT through quality, compliance, and process improvement.

India

Message

What I'm looking for

I’m looking for an enterprise-ready customer success/operations role where I can drive quality, compliance, and process improvement—while mentoring teams and resolving complex issues to protect CSAT and strengthen stakeholder trust.

I’m a customer success and operations professional with 11+ years in international BPO environments, where I’ve owned quality audits, compliance monitoring, fraud prevention, and process improvement. I’m known for strengthening operational accuracy, reducing service errors, and improving customer experience through root-cause analysis and clear, actionable coaching for frontline teams.

In enterprise client support roles, I’ve served as a bridge between global customers and internal teams to resolve complex voice and non-voice (chat/process) issues while maintaining high CSAT. I also bring go-to-market execution experience—planning Meta and LinkedIn campaigns, building client relationships, and managing CRM/ticketing workflows to drive measurable outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Relationship Manager

Current

The Hiring Company

Oct 2024 - Present (1 year 8 months)

Onboarded 10+ corporate clients for hiring and payroll services and built partnerships with 20+ colleges to expand the recruitment talent pipeline. Planned Meta Ads and optimized LinkedIn presence to generate 200+ qualified leads (25% lower CPL) and increase engagement by 40%, while also leading recruitment operations and training 6 interns/executives.

Client Relationship Management Account Management Meta Ads Recruitment Operations

Customer Operations Specialist

VOIS

May 2019 - Jul 2024 (5 years 2 months)

Supported international enterprise customers across Vodafone One Business and mobility services in an SLA-driven voice and non-voice (chat/process) environment. Ensured service activation and enterprise request accuracy and compliance, acting as a bridge between global clients and internal teams to maintain high CSAT.

SLA Management Compliance Monitoring Activation Technical Troubleshooting

Analyst - Quality and Fraud Prevention

Teleperformance Pvt. Ltd.

Feb 2016 - May 2019 (3 years 3 months)

Led quality assurance and compliance audits to improve operational accuracy and reduce service errors, while identifying fraud risks and implementing preventive controls. Conducted chat and interaction audits, mentored advisors to improve quality scores, and resolved client escalations through root-cause-driven workflow optimization.

Quality Audits Compliance Monitoring Fraud Prevention Escalation Handling Process Improvement

Technical Support Executive

Teleperformance Pvt. Ltd.

Mar 2014 - Jan 2016 (1 year 10 months)

Delivered technical support for software installation, troubleshooting, and security updates for international customers using blended voice and chat processes. Cross-sold and retained customers while maintaining service quality and compliance, and progressed to outbound voice support based on performance and communication.

Technical Troubleshooting Voice support Service quality Compliance Blended Support Operations Customer Retention

Marketing Executive

Zivene Design and Development

Oct 2012 - Jun 2013 (8 months)

Managed marketing and promotion for Zivene’s strategic business units (Q-Studio and GAME) to strengthen brand presence with targeted users and markets. Conducted market research and executed integrated campaigns (online, media, and social) plus BTL activities to boost engagement and generate leads.

Market Research Integrated Marketing Campaigns Lead Generation Social Media Marketing BTL Event Management Content Creation SEO Copywriting

Unit Manager

Apollo Munich Health Insurance Co.

Apr 2012 - Sep 2012 (5 months)

Recruited and onboarded IRDA-licensed insurance agents and delivered training to improve product knowledge, compliance awareness, and sales performance. Motivated and guided advisors to achieve business objectives and launched engagement initiatives including the “Rung Munch” competition and “Shagun Contest.”

Training Development Sales Enablement Performance Management Customer Engagement

Management Trainee (Summer Intern)

Navneet Toptech (eSenseLearning Pvt.Ltd.)

Apr 2011 - Jun 2011 (2 months)

Supported the launch of value-added edtech services through market research, concept validation, and survey-based analysis of user feedback. Assisted with marketing strategy, pricing models, and sales proposal documentation, including implementing CRM and customer service process improvements to enhance post-sales support.

Market Research Survey Analysis Sales Process Improvement Sales Proposals Marketing Strategy Pricing Models

Education

Degrees, certifications, and relevant coursework

Unitedworld School of Business

Post Graduate Program in Management, Management (Marketing)

2010 - 2012

Grade: CGPA 5.61/9.0

Post Graduate Program in Management with a major in Marketing and a minor in International Business (IB) from Unitedworld School of Business. CGPA reported as 5.61/9.0.