Abhishek P Chavan

About Abhishek P Chavan

As a seasoned leader with 19+ years of cross-industry experience in Operations Excellence and Business Analytics, I bring a rare blend of strategic vision and hands-on technical expertise. I’ve built and scaled global analytics functions, led transformative quality and performance programs, and driven measurable results across organizations like Capita, Avalara and Amazon. Whether designing mix-adjusted percentile frameworks for consultant performance or deploying statistical models to unlock process insights, I specialize in turning data into decisions that drive growth, efficiency, and customer delight. A certified Lean Six Sigma Black Belt, I lead with empathy, empower teams, and consistently deliver impact — from increasing customer satisfaction by 35 percentage points in six months to saving thousands of hours through intelligent automation. Over the last couple of years I’ve also been using GenAI extensively and have also built human in the loop AI Agents that optimize workflows and reduce errors Specialties: Certified Six Sigma Black Belt, Total Quality Management, Data Analysis, Project & Process Transition

Experience

1. Senior Manager - Analytics, Ai & Automation

   Avalara

   Apr 2024 — Present · Pune, IN

   As a Senior Manager in the GoLive function at Avalara, I lead strategic initiatives that drive efficiency, quality, and performance across a global team of 100+ implementation consultants. My work is focused on enabling consistent, data-driven excellence in the delivery of Indirect Tax, Returns, and Simplified Sales Tax onboarding services- Designed and implemented a performance evaluation framework using mix-adjusted percentiles across five key metrics (Implemented, Velocity, Quality, Gong Audit, and C-Sat)- Standardized measurement across 9 complexity queues to ensure fair and actionable insights into consultant performance- Championed initiatives to elevate customer satisfaction by spotlighting high-impact C-Sat feedback and consultant recognition- Collaborated cross-functionally to scale onboarding processes and optimize queue assignments, enhancing both speed and service quality.

Education

• ASD Topiwalla High School

  SSC

  1991 — 2003

• M L Dahanukar College of Commerce

  B.Com., Commerce

  2003 — 2006

• Firstsource Solutions Limited

  Black Belt Certified, Lean Six Sigma and TQM

  2008 — 2009

• Indian Institute of Management, Lucknow

  General Management, Management

  2011 — 2012

Skills

• Data Analysis
• Customer Self Service
• Change Management
• Text Analytics
• Management
• Continuous Improvement
• Six Sigma
• Customer Experience
• Transition Management
• Leadership
• Lean Manufacturing
• Operations Management
• Tqm
• Social Media
• Team Management
• Customer Insight
• Bpo
• Web Strategy
• Customer Relations
• Training
• Quality Management
• Call Centers
• Customer Satisfaction
• Black Belt
• Process Improvement
• Speech Analytics
• Service Delivery
• Process Excellence
• Contact Centers
• Operational Excellence