Tanmay Rane

Customer Operations Leader with 12+ years of experience operating in high-complexity, escalation-driven support environments across SaaS, aviation, and eCommerce. Known for stabilizing operations during critical phases, including pilot transitions, high-impact escalations, and BAU scale-ups, by combining strong quality governance with hands-on operational leadership. Proven ability to lead 30–40 FTE teams, drive SLA recovery, and resolve workflow and service breakdowns across global support programs.

Operates at the intersection of customer experience, process optimization, and real-time decision-making in fast-paced environments.

Hospitality Operations Manager at Independent Airbnb Venture (2023-04 – 2025-11)

Managed end-to-end short-term rental operations across multiple OTAs, overseeing channel management, dynamic pricing, guest lifecycle experience, facilities coordination, and vendor partnerships. Owned revenue performance, review reputation, and turnaround efficiency, operating at boutique hotel–level service standards with strong emphasis on consistency, compliance, and guest satisfaction. Operated in a high-variability service environment requiring real-time decision-making, demand forecasting, and consistent service recovery to maintain guest satisfaction and revenue performance.

Quality & Customer Operations Lead – Google Cloud Platform (Official Title: Process Specialist) at Cognizant Technology Solutions (2021-09 – 2023-03)

Led shift operations within a high-volume, escalation-driven SaaS support environment, managing complex learner and enterprise workflows. Supported B2B and B2C users by resolving technical issues, resolving platform blockers, and coordinating escalations with engineering teams. Owned end-to-end case lifecycles to ensure seamless course progression.

Contributed to pilot rollouts, establishing feedback loops and stabilizing processes into scalable BAU operations. Recognized as a key operational anchor during high-impact issue scenarios, balancing technical troubleshooting with customer-critical service recovery.

Team Lead - Operations and Quality – Virgin Australia Airlines at WNS Global Services (2016-03 – 2021-08)

Progressed into an agile operations and quality leadership role within a high-pressure airline support environment, managing real-time disruptions and service recovery scenarios. Governed real-time floor support, workload allocation, and performance tracking. Handled high-impact escalations, regulatory, and ombudsman (ACA) matters—often acting as the offshore equivalent of onshore (BNE) escalation support.

Played a key role in client interactions, continuous improvement, and pilot process implementation, delivering consistent SLA performance and setting operational benchmarks.

Senior Associate – Operations (LivePerson and EE Mobile & Home Broadband – UK) at First Source Limited (2014-05 – 2016-03)

Handled B2C chat support for new connections, website navigation, and technical troubleshooting. Delivered end-to-end e-commerce and user experience support with live chat expertise, upselling strategies, and real-time assistance.

Associate – Operations (British Airways) at WNS Global Services (2012-10 – 2013-07)

Specialized in customer relations through email support for pre- and post-travel concerns. Managed elite customer queues with professional correspondence and resolution ownership.

Customer Service Executive – (Tata Mutual Funds) at Eureka Outsourcing Solutions Pvt. Ltd. (2012-02 – 2012-07)

Handled inbound customer calls, resolving daily queries and offering product assistance related to Tata Mutual Funds.

Bachelor of Commerce in Management – University of Mumbai

Diploma in 3D Animation & VFX – MAAC