Open to opportunities

harsh bhavsar

@harshbhavsar

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Results-driven operations and quality management professional with 10+ years experience.

India

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What I'm looking for

I am looking for a role that values continuous improvement, teamwork, and customer satisfaction.

I am a results-driven professional with over 10 years of experience in operations management, quality analysis, and customer service across diverse industries, including BPO and aviation. My career has been marked by a proven track record as a Deputy Manager in operations, where I excelled at streamlining processes, enhancing team performance, and driving efficiency. I possess a strong foundation in customer service, delivering exceptional support in high-pressure environments such as airline contact centers.

Throughout my career, I have managed end-to-end visa processing operations, ensuring adherence to strict service level agreements and compliance standards. I have led teams of 20 to 30 employees, implemented process enhancements that reduced turnaround time, and acted as the primary escalation point for complex customer issues. My commitment to continuous improvement and customer satisfaction has been a driving force in my professional journey, as I have consistently collaborated with cross-functional teams to enhance service delivery and customer experience.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Service Advisor

Current

Emirates Airline

Aug 2022 - Present (2 years 11 months)

Delivered exceptional customer support via voice and chat channels, handling inquiries related to bookings, flight changes, baggage, and loyalty programs. Resolved complex customer issues efficiently while maintaining Emirates' premium service standards and ensuring high customer satisfaction (CSAT) scores.

Customer Service Conflict Resolution Loyalty Programs Customer Satisfaction Live Chat Support

Quality Analyst

Teleperformance India PVT LTD

Jul 2020 - Aug 2022 (2 years 1 month)

Monitored and evaluated customer interactions across voice and non-voice channels to ensure adherence to quality standards, airline policies, and compliance requirements. Delivered actionable feedback to agents through coaching sessions, focusing on soft skills, process adherence, and customer experience improvement.

Quality Assurance Root Cause Analysis Data Analysis FCR Optimization Compliance Monitoring

Deputy Manager

VFS Global Service PVT LTD

May 2015 - Jul 2020 (5 years 2 months)

Managed end-to-end visa processing operations, ensuring adherence to strict service level agreements (SLAs) and compliance standards across multiple embassies. Led a team of 20 to 30 employees, overseeing performance, workflow distribution, and productivity improvements.

Operations Management Team Leadership Process Improvement SLA Management Stakeholder Management Workflow Management

Education

Degrees, certifications, and relevant coursework

KPB Hinduja College of Commerce

HSC (12th Grade), Commerce

Completed 12th grade with a focus on Commerce through the Maharashtra State Board. Gained foundational knowledge in business principles and related subjects.