Open to opportunities

Nisha Parekh

@nishaparekh

Message

I’m an operations leader specializing in scaling customer support with KPI excellence.

India

Message

What I'm looking for

I’m looking for a customer service operations role where I can lead high-volume teams, own SLA/CSAT performance, and use analytics plus continuous improvement to deliver measurable impact—backed by strong cross-functional collaboration and clear growth.

I’m a results-driven customer service operations leader with 10+ years of experience across customer support, banking, and e-commerce operations. I’m known for managing large teams, improving process efficiency, and driving performance against SLA, CSAT, productivity, and quality metrics.

In my current role as an SDS Team Manager (L4), I lead a frontline operations team focused on Shipping & Delivery Support, with people leadership tied directly to operational outcomes. I analyze operational data, ensure compliance with SLAs/SOPs, and run continuous improvement using Lean and Kaizen—while handling escalations to protect customer experience.

I’ve earned recognition including “Manager of the Quarter (Q2 2025)” and “Productivity & Quality Excellence Award (Peak 2025),” along with shrinkage and AHT improvements. Previously, I led end-to-end operations at ICICI Bank and built Power BI dashboards at SourceEdge, improving CSAT by 13% through service optimization initiatives.

Experience

Work history, roles, and key accomplishments

Team Manager (Shipping Support)

Amazon

Oct 2023 - Mar 2026 (2 years 5 months)

Led a 20–30 associate Shipping & Delivery Support team, driving SLA/CSAT/productivity and maintaining SOP and quality compliance through data-driven action plans. Recognized as Manager of the Quarter (Q2 2025) and received Productivity & Quality Excellence (Peak 2025), including shrinkage and AHT improvement.

SLA Management CSAT AHT Capacity Planning Quality Assurance Escalation Management

Operations Manager (MM II)

ICICI Bank

Oct 2018 - Jan 2020 (1 year 3 months)

Owned end-to-end banking operations across transaction processing, customer service, and compliance by monitoring KPIs such as TAT, SLA, error rates, and quality scores. Led and mentored operations teams, executed Lean initiatives to reduce operational errors, and ensured regulatory compliance and audit readiness.

Operations Management TAT Monitoring Team Leadership Regulatory Compliance Audit Readiness Quality Governance

Business & Operations Manager

Sourceedge Software Technologies

Jul 2017 - Jun 2018 (11 months)

Managed site operations for global clients (Microsoft Consulting Services - EMEA & APAC), coordinating stakeholder communication and service delivery. Built Power BI dashboards for business reviews and improved CSAT by 13% through service optimization and workforce planning/scaling.

Stakeholder Management Service Delivery Operations Power BI CSAT Workforce Planning Dashboarding Process Optimization Client Communication

Accountant & Operations Support

D.J. Parekh & Company

May 2016 - Jul 2017 (1 year 2 months)

Handled financial reporting, budgeting, and tax advisory while conducting financial analysis and supporting process improvements. Supported day-to-day business operations and administrative functions to enable smoother operational delivery.

Financial Reporting Budgeting Tax Advisory Financial Analysis Process Improvement Operations & Support Administrative Coordination

Team Leader (Customer Support)

Wells Fargo

Mar 2012 - Jan 2016 (3 years 10 months)

Led multichannel customer support operations (voice, chat, and email) with ownership of AHT, FCR, CSAT, and SLA performance targets. Coached and trained frontline teams, ensured compliance with banking regulations and quality standards, and aligned cross-functional stakeholders to meet operational goals.

Multichannel Support AHT FCR Coaching And Training Quality Assurance Regulatory Compliance Cross Functional Collaboration