Sidharth Panigrahi
@sidharthpanigrahi
I improve customer operations, resolve escalations, and coach teams to deliver faster, higher-quality support.
IndiaWhat I'm looking for
I've improved customer operations at Swiggy, Amazon, and Cosmo Music by reducing response times, resolving complex escalations, and strengthening service quality across high-volume B2B and B2C channels.
At Swiggy, I accelerated First Milestone Response time from 51 to 13 minutes and reduced unhappy customer scores from 67% to 26%. I also coach Captains, manage peak-hour load for 1,000+ daily tickets, and partner with Product and Operations teams on CX improvements.
Previously, I led support teams at Cosmo Music and Amazon, improving CSAT, reducing AHT, cutting repeat contacts, and delivering SLA-compliant seller support through root-cause analysis, training, and workflow optimization.
Experience
Work history, roles, and key accomplishments
Assistant Manager – CX & Operations
Swiggy
Jul 2025 - Present (1 year 2 months)
Accelerated First Milestone Response time from 51 to 13 minutes, delivering 74% efficiency gains through workflow optimization and real-time queue prioritization. Championed CX quality initiatives reducing Unhappy customer scores from 67% to 26%, and boosted upselling revenue to $27,000/month.
Education
Degrees, certifications, and relevant coursework
ICFAI Business School
Master of Business Administration, Marketing and Operations
2019 - 2021
Pursued an MBA with a focus on Marketing and Operations, gaining skills in strategic management and operational efficiency.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Sidharth?
You can contact Sidharth and 90k+ other talented remote workers on Himalayas.
Message SidharthGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
