Satish Kumar
@satishkumar8
Operations leader driving customer support, process excellence, and team productivity.
IndiaWhat I'm looking for
I am an operations leader with extensive experience managing customer support and technical operations across e-commerce and software support environments, having led teams of up to 170 agents and driven measurable productivity gains. I consistently implement process improvements, coordinate cross-functional initiatives, and deliver higher service quality for clients such as Flipkart, PhonePe and Autodesk.
I excel at coaching teams, troubleshooting technical issues, and setting governance that improves metrics and performance; notable achievements include improving partner team performance by 15% and increasing team efficiency through process changes. I seek to bring disciplined operational management, strategic planning, and a focus on customer satisfaction to a high-impact role.
Experience
Work history, roles, and key accomplishments
Team Manager - Operations
Gigmo Solutions Pvt Ltd
Jan 2025 - Sep 2025 (8 months)
Managed Autodesk technical support operations, implemented process improvements, oversaw daily team activities and boosted productivity through strategic initiatives.
Deputy Manager - Operations
Transcom India
Jul 2023 - Nov 2024 (1 year 4 months)
Led daily operations and process excellence for PhonePe G PINCODE, driving continuous improvement initiatives and managing team performance to enhance productivity and service quality.
Assistant Manager - Operations
Transcom India
May 2023 - Jul 2023 (2 months)
Led a large e-commerce operations team to improve productivity and customer satisfaction, managing 150 agents and 3 team leads across three LOBs and presenting performance improvements to the client.
Vendor Team Lead
Jeeves Consumer Services Pvt. Ltd.
Feb 2021 - May 2023 (2 years 3 months)
Managed 170 vendor agents for Flipkart operations, conducted governance checks and partner reviews, and improved overall team performance by 15% through targeted guidance.
Senior Technical Support Associate
Jeeves Consumer Services Pvt. Ltd.
Feb 2018 - Feb 2021 (3 years)
Supported service technicians with technical queries across channels and led a team of 85 to complete three major LOBs while implementing process improvements that increased efficiency by 10%.
Technical Support Associate (L2) - Case Controller
Convergys India Pvt. Ltd.
Jun 2016 - Dec 2017 (1 year 6 months)
Provided L2 technical support for Dell customers, escalated complex cases and was promoted to Case Controller within eight months while managing inquiries via phone, email, and chat.
Technical Support Associate
Crown Solutions India Pvt. Ltd.
May 2014 - Apr 2016 (1 year 11 months)
Provided technical support for HP systems including password resets, access requests and VPN configurations, and developed technical documentation to improve service delivery.
Education
Degrees, certifications, and relevant coursework
Intellectual Institute of Management and Technology
Bachelor of Business Administration, Business Administration
2013 - 2016
Completed a Bachelor of Business Administration from June 2013 to July 2016 focusing on business and management fundamentals.
IIJT Infotech
Diploma, Hardware and Networking
2011 - 2012
Completed a Diploma in Hardware & Networking from April 2011 to September 2012 covering hardware maintenance and network fundamentals.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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