Open to opportunities

Nandita Rao Gummadi

@nanditaraogummadi

Operations and Service Delivery Leader with 20+ years scaling customer success, workforce planning, and operational excellence.

India

Message

What I'm looking for

I want to lead country-wide operations and service delivery, scaling teams and KPI-driven processes that elevate CSAT, retention, and client satisfaction, with opportunities to drive change management, talent development, and measurable operational excellence.

Strategic and results-oriented Operations and Service Delivery Leader with 20+ years of experience driving business operations, customer success, workforce management, recruitment, training, and client relationship management across Insurance, BPO, Virtual Assistant Services, Banking, Travel, and Customer Support industries. I’m recognized for strong leadership, customer-centric decision making, change management, conflict resolution, and building high-performing teams in multicultural environments.

In my recent role as Country Manager, I spearheaded overall operations, established and scaled India operations, and led end-to-end service excellence with KPI-driven performance management, process migration, knowledge transition, and workflow optimization. I’ve also strengthened client relationships and revenue growth through account management, while consistently improving customer satisfaction via continuous coaching and operational improvements. I bring deep quality and regulatory expertise as well, including GxP compliance, documentation control, deviation/OOS investigation, CAPA management, and audit readiness.

Experience

Work history, roles, and key accomplishments

Country Manager

PanamaPro India Pvt. Ltd.

Sep 2022 - Feb 2025 (2 years 5 months)

Spearheaded overall operations for Agency VA in India, including office setup, recruitment, onboarding, and workforce development. Managed client relationships with international stakeholders and drove KPI-based service excellence initiatives and process migrations.

Operations Management Service Delivery Customer Success KPIs Recruitment Onboarding Workforce Planning Process Migration Stakeholder Management Workflow Optimization

Manager – Operations & Service Delivery

Edesk

Apr 2018 - May 2020 (2 years 1 month)

Managed service delivery operations for insurance brokers/agencies and e-commerce clients. Led recruitment, onboarding, workforce planning, and KPI-driven workflow improvements while serving as a primary client and global support contact.

Service Delivery Management Customer Support Operations KPI Management Recruitment Onboarding Workforce Planning Client Relationship Management Account Management

Head – Operations & Public Relations

Srivin Info Solutions / Incredible Travels

Dec 2012 - Apr 2018 (5 years 4 months)

Led Australian inbound travel operations and customer service functions, including airline reservations and team performance management. Acquired corporate clients and managed business accounts while mentoring teams and supporting organizational goal achievement.

Operations Management Customer Service Performance Management Training & Coaching Workforce Planning Corporate Client Acquisition Stakeholder Engagement

Manager – Training & Placement

Clear Technologies

Nov 2011 - Nov 2012 (1 year)

Managed training and placement activities, supporting learner progression and matching outcomes to organizational needs. Coordinated training execution and related operational processes within the organization.

Training Management Placement Coordination Process Support Team Leadership Performance Tracking Program Delivery

Training Manager / Process Expert

HBME RCC Cards

Mar 2008 - Aug 2011 (3 years 5 months)

Provided training and served as a process expert, supporting consistent operational delivery for RCC cards-related work. Helped standardize training and process execution to improve team effectiveness.

Training Development Process Standardization Coaching Performance Support Change Enablement

Trainer / Subject Matter Expert

HSBC

Mar 2007 - Mar 2008 (1 year)

Worked as a trainer and subject matter expert for US collections, supporting knowledge transfer and consistent execution. Delivered enablement for team members to improve collection operations.

Subject Matter Expertise Training Delivery Coaching Knowledge transfer

Customer Service Executive

HSBC

Dec 2005 - Mar 2007 (1 year 3 months)

Provided customer service support within HSBC HBIB, handling customer inquiries and service requests. Supported day-to-day service operations to maintain customer experience.

Customer Service Service Delivery Client Communication Operational Support Problem Solving Service quality Record keeping Escalation Handling

Relations & Business Development Executive

Image Advertisers & Designers

Feb 2005 - Nov 2005 (9 months)

Managed client relations and supported business development activities for an advertising/design organization. Assisted with client engagement to support ongoing business opportunities.

Business Development Client Relations Account Support Relationship Management Sales Coordination Communication Lead Opportunity Support

Assistant Manager (Lab)

Seven Hills Hospitals

Jun 2003 - Jul 2004 (1 year 1 month)

Supported laboratory operations as an assistant manager, helping coordinate daily execution activities. Contributed to smooth lab workflow and operational support.

Process Coordination Operational Management Team Support Workflow Management

Telemarketing Executive

Welcome Group Grand Bay

Apr 2003 - May 2003 (1 month)

Executed telemarketing activities to support outreach and customer contact efforts. Assisted with lead generation and follow-up within the organization.

Telemarketing Lead Generation Customer Outreach Sales Support