Kohitij Naidu

Operations Management and Service Delivery professional with nearly 20 years of experience across FinTech, BPO and Telecommunications, specializing in end-to-end global customer operations, customer experience, contact centre operations, business intelligence and operational governance. Demonstrated expertise in service delivery, SLA governance, quality assurance, escalation management, business process optimization and continuous improvement, ensuring operational efficiency and customer-centric service delivery. Experienced in leading multi-level teams through performance management, coaching, capability development, workforce planning, forecasting, scheduling capacity planning, staffing models, shrinkage management and resource optimization to strengthen productivity and execution.

Strong business intelligence and reporting capabilities with expertise in executive dashboards, KPI governance, performance analytics, MIS reporting and data-driven decision-making utilizing NEXIDIA, Tableau & Looker to monitor performance and support business decisions. Adept at collaborating with global stakeholders across the UK, USA, Canada, and Australia, driving cross-functional governance, strategic planning, operational alignment, and enterprise-wide performance improvement.

Business Intelligence Analyst at PayPal (2024-11 – 2026-06)

• Evaluated NEXIDIA-generated data to identify operational optimization opportunities and support innovation initiatives aligned with global quality and customer experience strategies.
• Engaged with global Subject Matter Experts (SMEs) to uncover actionable insights that advanced process improvements and enhanced customer journey outcomes.
• Developed executive dashboards and reporting frameworks, delivering visibility into departmental KPIs and enabling data-driven decision-making.
• Presented stakeholder updates, executive readouts, training sessions, and C-suite briefings, communicating project progress, business impact, and emerging risks.
• Worked closely with operational, quality, and leadership teams to convert analytical insights into measurable business outcomes and process improvements.
• Supported PayPal's blended Chat & E-Mail operations, handling 100K+ customer interactions per month.
• Managed 3 Team Leaders and an indirect team of approximately 50 customer service professionals supporting global customer operations.
• Successfully assumed full ownership of the reporting and analytics function within months of joining the role when the primary subject matter expert was required to take an urgent two-week leave.
• Maintained a zero-backlog environment with no pending tickets, escalations, or stakeholder complaints throughout the period.
• Successfully managed & closed 3 critical JIRA initiatives while continuing to meet all reporting and operational commitments.

Supervisor - Customer Solutions at PayPal (2020-03 – 2024-11)

• Sustained Schedule Adherence above 95% through workforce management practices, accountability frameworks, and proactive performance monitoring.
• Conducted cross-functional operational governance meetings with Operations Managers across global delivery locations, aligning service objectives, performance priorities, and issue resolution.
• Managed blended chat and email support operations across North America market, coordinating frontline teams to deliver consistent service quality and operational efficiency.
• Served as the North America market (Bangalore Hub) representative on the MECS Committee, contributing to cross-functional initiatives, governance frameworks, and operational policy decisions.
• Achieved consistent performance across NPS, Customer Contacts Per Hour (CCPH), Key Driver Indicators (KDI), and Schedule Adherence through structured coaching, quality audits, and continuous feedback.
• Presented weekly operational reviews to senior leadership, communicating performance trends, business risks, and strategic improvement recommendations.

Team Leader – Contact Centre Operations at Concentrix (2015-04 – 2020-03)

• Directed customer service operations supporting landline and mobile services for the Optus Australia market, ensuring achievement of service delivery and operational targets.
• Oversaw 3 back-office teams comprising 45 agents, with accountability for SLA compliance, quality, attrition, and absenteeism.
• Developed and delivered coaching and capability development programs to address skill gaps and improve team performance.
• Resolved client and customer escalations through structured resolution frameworks, strengthening service quality and customer satisfaction.

Team Leader – Multi-Market Technical Operations at Lester Infoservices (2013-02 – 2015-04)

• Managed 24×7 Annual Maintenance Contract (AMC) operations across the UK, US, and Australia, coordinating Sales, Customer Service, and Technical Support teams to ensure seamless service delivery.
• Handled a dual role as Team Leader and Quality Analyst, supporting operational audits, performance evaluations, agent feedback, and management reporting.

Team Leader – VoIP & Broadband Operations at Sutherland Global Services (2011-07 – 2013-02)

• Managed customer support operations for VoIP, TV, and Broadband services for the AT&T US market, ensuring achievement of SLA, AHT, and service quality targets.
• Improved ConnecTech cross-sell conversion rates from 1% to 3–4% by developing structured sales frameworks and providing real-time coaching on product positioning and customer engagement.

Team Leader at Convergys India Services (2006-01 – 2011-07)

Accelerated Career Growth: Agent → MBA Admin → Quality Analyst → Team Leader

M.Sc. in Oceanography – University of Mumbai (2005-03)