Dennit Godly

Operations and Service Delivery Leader with 13+ years of experience managing Contact Center Operations, Customer Support, Helpdesk Operations, Workforce Management, and Service Delivery functions for international clients across the UK and US. Proven expertise in leading teams of 52 members including 3 Team Leads, driving SLA and KPI performance, managing customer escalations, improving service quality, optimizing workforce utilization, and delivering operational excellence.

Associate Manager at HTC Global Services (2026-04 – Present)

• Lead Helpdesk, Customer Support and Project Management operations comprising 52 team members, including 3 Team Leads, ensuring delivery excellence and operational efficiency.
• Drive operational performance through management of key business metrics, including CSAT, AHT, Quality Score, Productivity, Occupancy, Attrition, Shrinkage and SLA adherence.
• Maintain customer satisfaction scores above 92% through quality governance, coaching initiatives, and customer-focused service delivery.
• Lead workforce planning, staffing optimization, shift management, capacity planning, and resource utilization activities.
• Conduct regular performance reviews and leadership coaching sessions for Team Leads and team members to improve engagement, capability, and performance.
• Act as the primary escalation point for critical customer and operational issues, ensuring timely resolution and stakeholder satisfaction.
• Partner with senior leadership and cross-functional teams to drive operational improvements, service quality, and business outcomes.

Assistant Manager at Tata Communications Transformation Services (2022-12 – 2025-06)

• Managed end-to-end service delivery operations for global customers while ensuring achievement of business objectives and customer commitments.
• Led a team of 40+ employees including 3 Delivery Leads and Senior Executives across multiple operational functions.
• Owned SLA performance, customer satisfaction, quality standards, productivity metrics and service delivery outcomes.
• Managed workforce planning, staffing optimization, capacity management and operational reporting.
• Conducted weekly and monthly business reviews with stakeholders and leadership teams.
• Handled customer escalations and collaborated with cross-functional teams to ensure effective issue resolution.
• Developed operational dashboards and reports using Excel and reporting tools to support data-driven decision making.
• Led continuous improvement initiatives focused on operational efficiency, service quality and customer experience.

Process Expert at Maersk GSC (2017-08 – 2022-11)

• Managed customer operations while maintaining service level commitments and operational performance standards.
• Served as an escalation point of contact for critical operational issues and customer concerns.
• Drove process improvement initiatives and support workforce management activities.

Engineer - IMTS at Mindtree Ltd (2016-01 – 2017-06)

• Delivered customer support and service operations while ensuring SLA adherence and customer satisfaction.

Senior Analyst at HCL Technologies (2014-06 – 2015-12)

• Managed customer support operations while achieving quality, productivity and service level objectives.

Consultant at Sutherland Global Services (2013-06 – 2014-04)

• Delivered voice and email customer support services for UK customers.

MBA in Human Resource Management – University of Madras

B.E in Electronics & Communication Engineering – Vins Christian Women's College of Engineering