Abhishek Jain

Operations & Customer Service Manager | Team Leadership, Escalation Management, SLA Compliance, Quality Assurance, Process Improvement |11+ Years Leading Multicultural Teams Across USA & Australia | Open to Remote Roles · Bhopal, Madhya Pradesh, India

I am an Operations and Customer Service Manager with a deep-seated ambition to achieve mastery in creating highly organized and efficient customer-centric environments. My pragmatic approach, coupled with a determined focus on empowering teams and fostering autonomy, ensures I consistently deliver exceptional service and drive operational excellence.

Experience

Operations and Customer Service Manager

Deol Car & Truck Rentals · Dec 2023 – May 2026

Not yet confirmed

• Directed end-to-end customer service and operations for a fast-paced vehicle rental business, overseeing customer support, sales coordination, and administration functions.
• Redesigned the escalation management process and introduced new quality assurance checkpoints, reducing repeat escalations and strengthening client retention.
• Streamlined booking-to-delivery workflows in partnership with operations, sales, and administration teams, cutting turnaround time and removing cross-team bottlenecks.
• Delivered KPI and performance reporting for the department, tracking customer satisfaction, SLA adherence, and fleet utilization to guide leadership decisions.

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Team Lead

Netlink Software Pvt. Ltd. · Dec 2017 – Jun 2023

Not yet confirmed

• Resolved complex, high-priority customer escalations as Subject Matter Expert (SME), consistently meeting SLA targets.
• Mentored and coached a team of customer service executives, improving quality audit scores and reducing average handling time.
• Partnered with quality and training teams to update SOPs and coaching frameworks, driving measurable gains in customer satisfaction (CSAT) scores.
• Conducted quality audits and SLA compliance reviews, identifying process gaps and driving corrective action across the support floor.

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Senior Customer Support Executive and Quality Analyst

Netlink software pvt ltd · Sep 2014 – Jun 2023

Not yet confirmed

• Delivered high-volume email support for international customers as Senior Customer Support Executive and Quality Analyst, upholding SLA and service-standard compliance.
• Built strong customer relationships through proactive follow-up, guiding customers on product and service options and lifting satisfaction.
• Documented processes and reported on service metrics, supporting data-driven decisions across the support function.
• Escalated critical cases appropriately, ensuring timely resolution and minimizing customer impact.