Prathamesh Bapat

Seasoned professional with over 15 years of experience spanning operations management, product management, and software testing, known for strong leadership, team collaboration, and a proven ability to drive results across cross-functional teams.

I bring over 14 years of diverse experience across operations management, customer support, product management, and software testing. At Zepto, I led large-scale customer support operations for both in-house and outsourced BPO teams, ensuring service excellence across voice, chat, and email while consistently meeting SLAs and KPIs such as CSAT, FRT, and AHT. I have hands-on expertise in BPO governance, workforce management, and real-time operations monitoring, and successfully managed and mentored teams of 100+ people, driving performance, compliance, and continuous improvement.

My time at HGS strengthened my skills in training, quality assurance, and employee engagement, where I was recognized for consistently achieving SLA targets and building strong teams. Earlier in my career at Justdial, I worked in product management and software testing, where I managed product lifecycles, forged strategic partnerships, and ensured quality delivery across platforms. I’m passionate about cross-functional collaboration, data-driven problem solving, and process optimization, with a proven track record of improving both operational efficiency and customer experience.

AEMS - Diploma in Electronics and Communication