SGSarthak Gedam
@sarthakgedam
Operations Specialist improving SLA-driven support with Zendesk and data-driven KPI focus.
IndiaWhat I'm looking for
I’m an Operations Specialist with 2.6 years of experience in high-volume, SLA-driven environments, handling 80–100 tickets/day while sustaining 92% CSAT. I’m known for escalation handling, booking workflows, and cross-functional coordination that keeps service reliable under pressure.
At Zendesk-based operations, I manage customer workflows end-to-end—tracking booking status, flagging anomalies, and using KPI and QA discipline to maintain performance. I’ve consistently delivered as a top performer with zero PIPs across all roles, including ranking top 10 in a 50+ member team.
I actively seek immediate opportunities in Operations / Product Support roles where I can continue optimizing processes, reducing recurring errors through proactive monitoring, and partnering with product and suppliers to resolve complex system-level issues.
Experience
Work history, roles, and key accomplishments
HEManaged 80–100 customer tickets/day across manual bookings and API-based workflows, maintaining 92% CSAT. Handled high-priority escalations with strict SLA adherence and improved resolution efficiency by monitoring recurring booking errors.
AMHandled 80+ daily cases across registry, claims investigation, and account operations via chat and email, maintaining 89% CSAT. Met productivity, quality, and adherence KPIs and adapted to new SOPs within 48–72 hours during process transitions.
Process Associate
IGT Solutions
Feb 2023 - May 2023 (3 months)
Processed travel operational queries including bookings, payment issues, and itinerary changes via email and inbound calls in a high-volume, SLA-driven environment. Achieved top-performer status in training and sustained quality and productivity KPIs in production.
Education
Degrees, certifications, and relevant coursework
CCCollege of Engineering Pune (COEP)
Post Graduate Diploma in Product Design, Product Design
2024 - 2025
Post Graduate Diploma in Product Design at COEP from September 2024 to November 2025.
SUSavitribai Phule Pune University
Bachelor of Engineering, Automobile Engineering
2019 - 2023
B.E. in Automobile Engineering at Savitribai Phule Pune University from August 2019 to July 2023.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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