Open to opportunities

Mudassir Solkar

@mudassirsolkar

Message

Customer Operations & Customer Success leader driving revenue, retention, and SLA excellence.

United Arab Emirates

Message

What I'm looking for

I’m looking to lead customer operations and customer success end-to-end—driving SLA/KPI performance, churn reduction, and revenue growth through strong teams, scalable playbooks, and data-informed execution.

I’m a Customer Operations & Customer Success leader with 10+ years of experience building and optimizing large-scale teams and service delivery. I’ve led 200+ member global customer success teams across US, UK, GCC, and APAC, while managing 10,000+ customer accounts monthly.

I combine operational excellence—workforce/capacity planning, SLA/KPI/CSAT management, SOP development, escalation handling, and quality assurance—with commercial impact in retention and revenue growth. In my most recent role, I delivered 95% SLA compliance, improved CSAT by 20%, reduced onboarding ramp-up time by 15%, and consistently achieved sales targets through consultative selling, upselling/cross-selling, and churn reduction.

Experience

Work history, roles, and key accomplishments

Relationship Manager (CS)

WhiteHat Jr.

Oct 2020 - Mar 2025 (4 years 5 months)

Led and mentored a 200+ member customer success team across US, UK, Australia, Canada, and GCC, supporting 10,000+ customers monthly. Drove 95% SLA compliance through SOP/workflow improvements and improved CSAT by 20% via QA frameworks and coaching, while managing workforce capacity planning and churn reduction.

Relationship Manager (Customer Success)

WhiteHat Jr. (BYJU'S)

Oct 2020 - Mar 2025 (4 years 5 months)

Led and mentored a 200+ member customer success team supporting 10,000+ customers monthly across multiple regions. Achieved 95% SLA compliance and improved CSAT by 20% through SOP/workflow optimization, QA frameworks, and workforce planning.

Customer Service & Account Associate

Altius Customer Services

Nov 2016 - Jan 2020 (3 years 2 months)

Managed operations between operations and finance to streamline workflows and improve partner experience, achieving 95% partner satisfaction for payment and billing support. Prospected, pitched, and onboarded 200+ hotel owners, meeting acquisition targets and growing account revenue by 20% through upselling and cross-selling.

Customer Service & Sales Representative

Sharaf DG

Mar 2014 - Feb 2016 (1 year 11 months)

Provided customer service to 500+ customers weekly while maintaining 95% First Contact Resolution (FCR). Consistently achieved 100% monthly sales targets through consultative selling and accurate customer needs analysis.

Record keeping Sales Reporting CRM Salesforce Zendesk Zoho TalkDesk Avaya Slack Microsoft Teams Operational Reporting Customer Service First Contact Resolutions Consultative Selling Sales Target Achievement Needs Analysis Customer Relationship Management

Customer Relations Officer

Hinduja Global Solutions

Jun 2012 - Feb 2013 (8 months)

Managed 3,000+ customer accounts in a high-volume telecom contact center environment, achieving a 90% technical issue resolution rate and reducing repeat contacts. Resolved escalation cases within SLAs with 100% timely closure and sustained customer confidence.