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“Hi, I’m Santosh, an experienced Operations and Customer Service leader with a strong background in the insurance and BPO industry. Over the years, I have successfully led large cross-functional teams, managed critical client relationships, and consistently delivered operational excellence by achieving SLAs, improving productivity, and driving customer satisfaction.
I specialize in people management, stakeholder management, process improvement, and performance optimization. I have also worked on continuous improvement initiatives using tools like Excel, Power BI, and reporting analytics to enhance decision-making and operational efficiency.
One of my key strengths is building high-performing teams through coaching, mentoring, and creating a positive work culture. I enjoy solving operational challenges, streamlining processes, and ensuring both client and business expectations are exceeded.
Currently, I’m looking for an opportunity where I can leverage my leadership experience, strategic thinking, and operational expertise to contribute to organizational growth and long-term success.
Total 19 years have extensive experience in operations and customer service management within the insurance and BPO industry. Throughout my career, I have handled end-to-end operations, SLA management, stakeholder coordination, client management, and team leadership.
I have managed diversified teams of more than 100 employees, focusing on performance management, process improvement, productivity enhancement, and customer satisfaction. My experience also includes coaching and mentoring teams, handling escalations, workforce planning, reporting, and driving continuous improvement initiatives.
Additionally, I have worked with tools like Excel, Power BI, and reporting dashboards to analyze operational performance and support data-driven decision-making. My strength lies in leading teams effectively, improving operational efficiency, and delivering consistent business results in fast-paced environments.”
