Hari Nair
@harinair2
I lead high-volume customer experience and KYC operations, improving SLAs, turnaround time, and service quality.
IndiaWhat I'm looking for
I've led customer experience and operations across Ola Electric, LinkedIn, Kuwait Airways, and global BPO environments, managing high-volume support, KYC compliance, escalations, and service delivery.
At Ola Electric, I directed nationwide FAME 2 Subsidy KYC operations for a 130-member team, reducing turnaround time by approximately 20% while sustaining 98%+ SLA compliance.
At LinkedIn, I supported its 300M+ user base across email, chat, and phone, maintained top CSAT scores, surfaced product issues, and was promoted from GlobalLogic's pilot team to direct payroll within five months.
My international experience includes senior customer service and safety work with Kuwait Airways, supported by FAA Aircraft Dispatcher certification. I'm focused on bringing practical CX strategy, operational discipline, and stakeholder partnership to senior leadership roles.
Experience
Work history, roles, and key accomplishments
Freelance Consultant (Interiors)
Freelance
Apr 2023 - Present (3 years 5 months)
Sourced and scoped residential interior projects, consulted with homeowners, and liaised with manufacturing partners to execute projects end-to-end.
Assistant Manager – KYC Operations & Customer Experience
Ola Electric
Jan 2022 - Apr 2023 (1 year 3 months)
Directed nationwide KYC operations for the FAME 2 Subsidy program, overseeing a 130-member team. Reduced process turnaround by ~20% and maintained 98%+ SLA compliance through structured QA protocols and real-time monitoring.
Cabin Crew – Senior Customer Service & Safety
Kuwait Airways
Sep 2017 - Sep 2020 (3 years)
Managed flight operations and safety protocols, delivered premium passenger experience, and resolved complex escalations in real time.
Resolved member queries across LinkedIn's 300M+ user base via email, chat, and phone, maintaining top CSAT scores. Collaborated with product teams to improve workflows and escalate bugs.
Selected for LinkedIn's inaugural pilot batch in Bengaluru, delivering exceptional customer support. Earned promotion to LinkedIn direct payroll within 5 months as the highest performer.
Worked with customers on defaulted home loans, providing revised quotes and restructured payment plans to help avoid foreclosure. Resolved complex inquiries on loan modifications and payment options.
Handled payment-failure renewal calls, new policy quotes, and EFT/refund queries for RAC Insurance. Reduced call wait times and exceeded SLA targets through efficient escalation management.
Education
Degrees, certifications, and relevant coursework
Institute of Flight Operations & Dispatch
FAA Aircraft Dispatcher Certification, Aircraft Dispatch
2016 -
FAA Aircraft Dispatcher Certification covering flight plans, weight and balance, weather charts, and ATC coordination.
Indian Institute of Management and Engineering, Kurnool
Bachelor of Business Management, Finance and Accounting
2004 - 2007
Bachelor of Business Management with a focus on Finance and Accounting.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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