Looking for a job

Harshal Karambelkar

@harshalkarambelkar

I lead multi-market BPO and customer experience operations that improve productivity, accuracy, and customer satisfaction.

India

Message

What I'm looking for

I'm looking to lead customer experience or BPO operations where I can scale multi-LOB delivery, strengthen SLA and KPI performance, develop teams, and use data-driven process improvement to deliver measurable customer and business outcomes.

At iEnergizer, I lead Air India Express customer happiness and revenue operations for 180+ associates across four lines of business, governing SLAs, workforce planning, quality, recruitment, and 24x7 coverage. Previously at MediaRadar, I improved productivity by 53%, sustained 99%+ accuracy across three international markets, and built real-time Azure reporting for senior leadership.

I've launched SaaS support operations from zero at Teleperformance, raised DoorDash CSAT from 90% to 98% at TaskUs, and generated $1M in annualized savings through trade reconciliation leadership. Across 18+ years, I’ve combined operational discipline, coaching, compliance, vendor management, and data-driven reporting to build reliable customer and business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

iEnergizer

Feb 2026 - Present (6 months)

Head Customer Happiness and Revenue Center operations for Air India Express, managing 180+ associates across four lines of business. Own SLA/KPI governance, workforce discipline, and 24x7 manpower planning.

Workforce Planning Capacity Planning Customer Experience Call Center Management Performance Coaching Quality Assurance Talent Acquisition Data Analysis

Freelance Operations Analyst & Report Creator

Independent Consultant – Operations & Reporting

Jan 2025 - Feb 2026 (1 year 1 month)

Delivered 50+ executive-ready operations and performance reports across fintech, retail, and media clients with a 95%+ on-time rate. Achieved 4.8+ client ratings and 60% repeat engagement through structured, zero-defect delivery frameworks.

Excel Power BI Google Sheets Reporting Dashboarding Data Analysis

Operations Manager

MediaRadar AdIntel Pvt. Ltd.

Nov 2021 - Nov 2024 (3 years)

Owned client contract reviews and renewals, drove 53% productivity improvement and sustained 99%+ accuracy across a 160+ member team. Partnered with U.S.-based leadership and deployed Azure-based cloud reporting tools.

Contract Management Vendor Management Productivity Improvement Accuracy Azure Power BI Cross functional Leadership Data Analysis

Team Leader – Operations / Associate Operations Manager

TaskUs India Pvt. Ltd.

Jan 2021 - Nov 2021 (10 months)

Elevated DoorDash CSAT from 90% to 98%, leading an 18-member team across three continents with full multi-channel SLA adherence. Maintained attrition below 7% and shrinkage at 5% through targeted coaching and scheduling.

CSAT SLA Coaching Scheduling Escalation Management

Credit Officer

Derby Group

Dec 2018 - Nov 2020 (1 year 11 months)

Took on an international BFSI assignment to broaden regulatory and financial-services compliance expertise. Accelerated debt recovery by 34% across RAK Bank and Etisalat portfolios and elevated right-party contact rate from 43% to 62%.

Debt Recovery Negotiation Regulatory Compliance Financial Services BFSI

Team Lead – Operations

Teleperformance

Nov 2016 - Oct 2018 (1 year 11 months)

Spearheaded end-to-end launch of a new SaaS technical support process, building SOPs, workflows, and operational baselines from zero. Achieved 97.80% CSAT against a 93% target and 87% FCR SLA, directing a 25-member Ingram Micro technical support team.

Launch Process SOP Development vendor negotiation Staffing CSAT FCR Root Cause Analysis

Team Lead – Operations

Aegis

Feb 2015 - Nov 2016 (1 year 9 months)

Led operations team, focusing on performance management and process improvement.

Operations Specialist

Global Infotech India Pvt. Ltd.

Apr 2010 - Nov 2014 (4 years 7 months)

Managed operations processes and supported business functions.

Process Developer

Genpact India Pvt. Ltd.

Sep 2008 - Oct 2009 (1 year 1 month)

Developed and optimized business processes.

Trade Reconciliation Lead

First Clearance LLC

Dec 2008 - Jun 2009 (6 months)

Generated $1M in annualized savings by leading Shares & Equities Reconciliation, eliminating penalties and chargebacks. Established reconciliation procedures subsequently adopted as industry-standard practices across Wall Street operations.

Trade Reconciliation Process Improvement