Nishith Kumar Mandan

About Nishith Kumar Mandan

IIM Calcutta Alumni | Transformational Business Leader | Contact Center & Service Delivery Expert | Supply Chain & Operations SpecialistFor over 25 years, I’ve built my career around one core belief: great businesses grow when customers and employees thrive together.From leading Service Parts Operations across Asia Pacific to managing Service Delivery in EMEA and driving customer success as Country Sales & Service Center Manager, I’ve navigated diverse global landscapes — USA, Europe, and Asia — steering organizations through transitions, building offshore capabilities, and unlocking new business opportunities.Along the way, I’ve:• Delivered customer experience transformations that turned challenges into growth stories.• Designed organizations and operating models that improved efficiency and resilience.• Championed Six Sigma and process excellence, accelerating performance across functions.• Inspired teams through employee engagement and leadership coaching, creating cultures where people rise to their full potential.An alumnus of IIM Calcutta’s Senior Management Program, I combine strategic vision with operational discipline, equally comfortable in the boardroom setting direction and on the floor ensuring execution.Today, I am passionate about tackling complex business challenges — whether it’s optimizing supply chains, transforming contact centers, or driving large-scale change management programs. My goal: to create sustainable growth and lasting impact for customers, employees, and stakeholders.Let’s connect at n••••••••@gmail.com if you’re looking for a leader who can blend strategy, execution, and people leadership to deliver transformative success.

Experience

1. Service Delivery and Contact Center Manager

   安捷伦

   Aug 2010 — Present

   Lead national Service Contact Center strategy for Life Sciences division, driving $54M+annual business impact through service revenue acceleration, customer retention, andoperational transformation.• Own end-to-end customer success and omni-channel support delivery, managing 55direct and 450 indirect workforces across service scheduling, technical triage, remotediagnostics, and escalation management.• Designed and executed India Omni-Channel CX model (Voice, Email, Chat, C4C),improving First Response SLAs by 32% and increasing self-service adoption by 41%.• Built Contact Center performance engine using KPI-led governance (AHT, FCR, CSAT,NPS), reducing customer wait time by 37% and increasing case resolution by 28%.• Led transformation roadmap for service operations with process automation, servicedeflection and Lean Six Sigma—achieving $4M in annual productivity savings.• Scaled vendor strategy across 3 partners handling monthly service requests, withmeasurable gains in service elasticity, cost control, and CX continuity.• Drive Customer Success motion by embedding proactive engagement, churn prevention,and upsell signal tracking—contributing to 7-year service revenue growth to $52M andTrade business doubling to $5.4M.• Build leadership capability through team coaching and transformation readiness-recognized with Leadership Award for Change Management and 94% Favorability Score

Education

• Management Education Research Institute (MERI), New Delhi

  Post Graduate Diploma in Management -PGDM, Marketing

• Indian Institute of Management, Calcutta

  Senior Management Program, Business Administration and Management, General

  2014 — 2015

• Dr. Harisingh Gaur Vishwavidyalaya, Sagar

  Bachelor of Science, Statistics Mathematics and Physics