harsh bhavsar
@harshbhavsar
Results-driven operations and quality management professional with 10+ years experience.
IndiaWhat I'm looking for
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
Relationship Manager
Pozitive Energy
Jun 2025 - Present (1 year)
Manage partnerships with UK brokers to onboard SME energy clients, owning the end-to-end process from validation to account activation. Act as the primary liaison across internal teams to ensure compliance and resolve issues, while tracking partner performance to drive revenue growth.
Senior Customer Service Advisor
Emirates Airline
Aug 2022 - May 2025 (2 years 9 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.
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.
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.
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.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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