Manish Gandhi

About Manish Gandhi

Seasoned DPE with 7+ years of leadership in heading complex Travel & Fintech accounts 22+ years of expertise in International CRM, ITES, CX & Call Centre Industry 7 years in P&L management, optimizing revenue to exceed budget targets Global Operations Leader with 3.5 years of experience managing multi-geo teams Proved track record in Customer Service, Technical Support, COMO and Sales processes Extensive Experience in Delivery Management for a leading Global Travel Portal (7+ years), Telecom (6+ years) and BFSI (7+years) Strong proficiency in developing, implementing, and governing operational controls across Delivery, Sales, Contracts, Client metrics, and capacity planning

Experience

1. Delivery Project Executive (Sr Service Delivery Manager)

   Concentrix

   Jul 2017 — Present · Pune, IN

   Currently i am accountable for customer relationship management, service delivery and solutions, along with leadership responsibilities over a capable workforce and profit & loss (P&L) management. My key responsibilities include identifying value-added opportunities aligned with customer needs, generating growth deals within customer accounts, analyzing our capabilities compared to competitors, and driving strategic sales initiatives. It also involves engaging with customer leadership globally for impactful relationships.Career level as DPE SR SERVICE DELIVERY MANAGERJan 2021 - Present MANAGER IIJan 2018 – Dec 2020 DELIVERY MANAGER OPERATIONSJun 2017 – Dec 2017Currently managing operations for one of the world\'s largest travel sites, a US-based company specializing in online travel agencies, comparison shopping websites, and mobile apps. Oversight of 2 Lines of Business (LOBs): Customer Care, Sales, and Technical Seller Support, across multiple communication channels (chat, inbound calls, and emails).Key responsibilities include: Meeting budgetary targets and maximizing revenue efficiencies. Achieving critical and non-critical Key Performance Indicators (KPIs) and maintaining hygiene metrics. Being accountable for Client Voice of the Customer (VOC), Employee Satisfaction (ESAT), and employee retention. Managing risk and ensuring 100% compliance with business regulations. Conducting performance reviews with team members, stakeholders, and clients. Ensuring departmental efficiency aligns with client and company standards. Implementing action plans for Quality/Process improvement (BQs) through identified techniques. Resolving escalated customer complaints. Proactively addressing client needs, objectives, and challenges. Maintaining appropriate staff ratios. Continuously monitoring processes for improvement and enhancing customer satisfaction.

Education

• Delhi College Of Arts and Commerce

  B.com ( H ), commerce

  1998 — 2003