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Harsh Pathak

@harshpathak2

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Operations Team Lead at TTEC, improving US healthcare service delivery with 98%+ SLA adherence.

India

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At TTEC, I direct service delivery operations for a 24/7 US healthcare voice process, maintaining 98%+ SLA adherence and regulatory compliance.

I build Power BI dashboards and Excel reporting models to track operational trends and share data insights with senior leadership. I also monitor service levels, NPS, AHT, shrinkage, and attrition.

At Tech Mahindra, I supervised a team of 20+ associates handling B2B telecom operations for AT&T. I restructured staffing schedules and queue assignments, and the team consistently surpassed contractual CSAT and NPS benchmarks.

Earlier, I managed order delivery and provisioning for B2B enterprise accounts and resolved Tier-2 client escalations. At eClerx Services, I worked on Comcast service diagnostics and the Avoidable Truck Roll initiative; at Visionaire Infotech, I provided technical troubleshooting and managed inbound sales inquiries.

Experience

Work history, roles, and key accomplishments

Current

Operations Team Lead

Current

TTEC

Sep 2025 - Present (1 year 2 months)

Direct end-to-end service delivery operations for a 24/7 US healthcare voice process, maintaining 98%+ SLA adherence and regulatory compliance. Monitor and optimize KPIs including NPS, SL, AHT, shrinkage, and attrition, and build Power BI dashboards for data-driven insights.

Power BI Excel SLA Management KPI Monitoring NPS AHT Shrinkage Control Attrition Management Coaching Quality Audits Process Improvement Stakeholder Management

Operations Team Lead

Tech Mahindra

Nov 2018 - Aug 2025 (6 years 9 months)

Supervised and mentored a team of 20+ service delivery associates handling complex B2B telecom operations for AT&T. Restructured staffing schedules and workload distribution to boost productivity, and maintained attrition and shrinkage within thresholds while surpassing CSAT and NPS benchmarks.

Team Leadership Staffing Scheduling CSAT NPS Attrition Management Shrinkage Control Quality Assurance Calibration Process Compliance

Operations Analyst

eClerx Services

Jan 2017 - Oct 2018 (1 year 9 months)

Performed deep-dive remote diagnostic analysis to resolve complex internet and cable service issues for Comcast subscribers. Spearheaded the Avoidable Truck Roll (ATR) initiative, diagnosing and solving hardware/line faults remotely to prevent unnecessary field dispatches and lower costs.

Remote Diagnostics Troubleshooting ATR Cost Reduction Comcast Internet services Cable Services

Technical Sales Executive

Visionaire Infotech

Nov 2014 - Aug 2016 (1 year 9 months)

Provided remote technical diagnostics and software/hardware troubleshooting for U.S. consumer devices. Managed inbound sales inquiries, consistently exceeding monthly revenue and conversion targets.

Technical Support Troubleshooting Sales Revenue Growth Conversion Rate Optimization

Senior Associate / Service Delivery Lead

Tech Mahindra

Nov 2018 - Present (8 years)

Managed end-to-end order delivery and provisioning lifecycles for B2B enterprise telecom/internet accounts, resolving technical and logistics blockers. Resolved Tier-2 client escalations across phone, email, and live chat while maintaining top-tier quality scores.

Salesforce ServiceNow Smartchat Order Management Provisioning Escalation Management client support Quality Assurance