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Shashwat Chatterjee

@shashwatchatterjee

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Customer Operations Specialist with 7+ years of experience.

India

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What I'm looking for

I am looking for a role that fosters collaboration, values customer satisfaction, and offers opportunities for professional growth.

I am a Customer Operations and Escalation Specialist with over 7 years of experience in real-time case monitoring, SLA compliance, and enterprise support for global clients. My proven ability to lead support teams and ensure case hygiene has allowed me to identify operational gaps through root cause analysis and collaborate cross-functionally with various stakeholders to drive resolution. I pride myself on maintaining high service quality in high-pressure environments with a customer-first approach.

Currently, I serve as a Team Lead at Headout Inc., where I oversee a 35+ member team managing real-time case workflows across global markets. My role involves ensuring SLA adherence and support excellence, acting as a single point of contact for escalations, and proactively monitoring pipelines to identify and resolve issues. I have developed structured SOPs and implemented best practices that have resulted in over 99% booking accuracy, showcasing my commitment to operational excellence.

Throughout my career, I have managed daily support interactions, led teams in high-revenue retail environments, and contributed to significant efficiency projects. My educational background includes an MBA in Operations Management, which complements my hands-on experience in customer operations and retail management.

Experience

Work history, roles, and key accomplishments

Current

Team Lead - Customer & Demand/Reservation Fulfillment Operations

Current

Headout Inc.

Jan 2023 - Present (2 years 6 months)

Led a 35+ member team overseeing real-time case workflows across global markets, ensuring SLA adherence and support excellence. Functioned as a single point of contact for escalations, driving resolution with internal stakeholders and Customer Success Managers.

Real Time Case Monitoring SLA Escalation Management Root Cause Analysis Data Analysis SOP Development Case Hygiene Team Leadership

Senior Associate - Customer Operations

Headout Inc.

Jul 2022 - Present (3 years)

Managed 80+ daily support interactions with a 99% SLA compliance rate across enterprise customers. Collaborated with tech and business teams to resolve high-impact financial errors, ensuring transparency and audit readiness.

Customer Operations SLA Support Efficiency Problem Solving Cross Functional Collaboration

Associate - Customer Operations

Headout Inc.

Jun 2021 - Present (4 years 1 month)

Resolved 80+ daily tickets with high CSAT and first-time resolution focus. Flagged and initiated resolution for 20+ systemic gaps monthly, increasing process efficiency.

Customer Operations Ticket Resolution CSAT First Time Resolution Customer Support Problem Solving Communication Data Flagging

Retail Store Manager

VH Innerwear - Aditya Birla Fashion and Retail Ltd.

Sep 2019 - Present (5 years 10 months)

Managed operations and team performance of a high-revenue store ($10M+ annually), focusing on customer relationship building and team engagement. Oversaw cluster operations for 15 stores, leading staffing, team training, and performance reviews.

Retail Operations Team Management Customer Relationship Management Store Management Staffing Training Performance Reviews Logistics Coordination Sales Management

Retail Store Manager

Bata India Ltd.

Jun 2018 - Present (7 years 1 month)

Directed daily store operations, delivering $20M+ in revenue, and managing inventory, sales, and customer experience. Led customer feedback initiatives and improved retention and repeat business rates.

Retail Operations Inventory Management Sales Management Customer Experience Customer Feedback Retention Staff Supervision Training Revenue

Education

Degrees, certifications, and relevant coursework

NMIMS

MBA, Operations Management

Pursued a Master of Business Administration with a specialization in Operations Management. Focused on operational and supply chain practices and their impact on profitability.

IHM&CT

B.Sc., Hospitality & Hotel Administration

Completed a Bachelor of Science in Hospitality & Hotel Administration. Gained comprehensive knowledge in hospitality operations and management.

IGNOU-Noida

BHM, Tourism and Travel Management

Obtained a Bachelor of Hotel Management with a focus on Tourism and Travel Management. Studied various aspects of the tourism industry and its operational dynamics.