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tanmay rane

@tanmayrane

Global customer support and operations professional with 12+ years of experience across SaaS, travel, and high-volume service environments.

India

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What I'm looking for

I’m seeking a global customer support or CX role where I can contribute either hands-on or through operations and quality leadership, aligned with the scope and maturity of the team.

I’m a global support and operations professional with over 12 years of experience across BPM, captive, and remote-first environments. My work has focused on delivering consistent, high-quality customer support while building the processes, documentation, and performance frameworks that allow teams to scale smoothly. I’ve supported both technical and service-heavy products across SaaS (Google Cloud), airlines and travel (Virgin Australia, British Airways, Virgin Atlantic), telecom, e-commerce, and financial services.

Over the years, I’ve progressed from hands-on support roles into operational and team leadership, managing escalations, SLAs, training, and day-to-day service delivery for teams of up to 30 FTEs. I’ve been closely involved in piloting and stabilising newly transitioned processes—creating SOPs, defining BAU benchmarks, and improving accuracy, TAT, and customer experience through practical, on-ground execution.

In addition to corporate roles, I’ve also managed a short-term rental business, which strengthened my understanding of customer communication, operations, pricing, and vendor coordination in a fast-moving, service-driven environment. I’m comfortable working independently in global setups, adapting quickly to new products, and contributing in hands-on roles where clarity, reliability, and ownership matter more than titles.

Experience

Work history, roles, and key accomplishments

Current

Hospitality Operations Manager

Current

Independent Airbnb Venture

Apr 2023 - Present (2 years 8 months)

Managed end-to-end Airbnb operations including OTA channel management, pricing, guest experience, vendor coordination and financials to maintain boutique-hotel-level service standards and improve guest satisfaction.

Operations Management Revenue Management Guest Experience Facilities Management Pricing Strategy Vendor Management Escalation Management

Team Lead/ Process Specialist

Cognizant Pvt. Ltd.

Sep 2021 - Mar 2023 (1 year 6 months)

Led day-to-day operations and quality governance for Google Cloud Support, managing process audits, on-the-job training, and shift-level execution. Handled escalations, performed root-cause analysis, and implemented corrective actions to improve accuracy, turnaround time, and overall process stability.

Quality Assurance Root Cause Analysis Google Cloud Stakeholder Management Process Optimization Knowledge Management Training Operational Excellence Team Management Team Leadership Reporting Client Relationship Management Stakeholder Engagement

Team leader

WNS Global Services

Mar 2016 - Aug 2021 (5 years 5 months)

Led daily support operations for Virgin Australia Airlines, managing a team of 20–30 FTEs. Owned SLA adherence, queue management, process compliance, stakeholder communication, and operational reporting, while providing structured coaching and feedback to improve service quality and consistency.

Audit SLA Continuous Improvement Reporting Stakeholder Management Salesforce FCR CSAT NPS Team Management Team Leadership

Senior Associate - Operations

First Source Limited

May 2014 - Mar 2016 (1 year 10 months)

Managed daily case queues and prioritized workload, providing real-time floor support and resolving agent queries. Contributed to process improvement initiatives and updated Standard Operating Procedures (SOPs).

Operations Management Prioritization Process Improvement SOP Development Team Coordination Performance Analysis Customer Service Reporting

Associate - Operations

WNS Global Services

Oct 2012 - Jul 2013 (9 months)

Supported daily operational tasks and ensured adherence to service delivery standards. Assisted in managing case queues and provided basic support to team members.

Support Operations Service Delivery Data Entry Team Collaboration Process Adherence Customer Support Communication Problem Solving Email Support GDS (TravelGate)Sabre

Customer Service Executive

Eureka Outsourcing Solutions Pvt. Ltd.

Feb 2012 - Jul 2012 (5 months)

Handled customer inquiries and resolved issues efficiently, ensuring high levels of customer satisfaction. Maintained accurate records of interactions and followed up on unresolved cases.

Customer Service Customer Satisfaction Communication Skills Data Management Problem Solving CRM Software Empathy

Current

3D Generalist and Designer

Current

Thatzit! Pvt. Ltd.

Mar 2010 - Dec 2011 (1 year 9 months)

Created 3D models and designs for various projects, contributing to visual content development. Utilized design software to produce high-quality graphical assets.

3D Modeling Graphic Design Design Software Animation Digital Art