Karishma K.
Global Director | Operations & CX Leader | Strategy, Transformation & Growth in Service Delivery
- Role
- Director Call Center Operations at iOL
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Karishma K.
Global Operations & Customer Experience Leader | Driving Service Excellence & GrowthI am a results-driven Director of Operations with 20+ years of international experience across travel-tech, aviation, telecom, and customer service outsourcing. Skilled in leading high-volume call centres and cross-functional teams, I specialize in scaling operations, improving customer satisfaction, and delivering sustainable business growth.Key highlights include:Cutting costs by 25% through process automation & vendor optimizationRaising SLA compliance from 82% to 98% with smarter workflowsBoosting CSAT by 30% via customer feedback loops & recovery protocolsDriving digital transformation (CRM integration, omnichannel support), reducing handling time by 40%Building strong leadership pipelines, lowering attrition by 35%Currently, as Director – Operations at Illusions Online, I lead global call centre performance, champion customer journeys, and align operations with long-term business strategy.I’m passionate about combining operational excellence with customer-centric innovation and always open to meaningful connections in CX, operations, and digital transformation.
Experience
Director Call Center Operations
Apr 2025 — Present
Education
Amity University
Master of Business Administration - MBA, Finance
Prabhu Dayal Public School
Medicine
Delhi University
Bachelor's degree, English Language and Literature, General
YMCA
Diploma of Education, Tourism and Travel Services Management
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