Rajeev Thampi

About Rajeev Thampi

Dedicated and experienced Operations Manager with a focus on service delivery excellence and customer satisfaction. Proven track record of 7 years of leading teams to optimize service performance and drive continuous improvement initiatives. Seeking to leverage my expertise in the service industry to contribute to the success of a dynamic organization. Some of my skills are below: 1. Customer Experience ManagementExpertise in managing the customer journey and ensuring satisfaction through optimized support processes.Ability to use customer feedback (e.g, NPS) to drive service improvements.2. Team Leadership and DevelopmentStrong leadership in managing, training, and mentoring teams to achieve performance goals.Encouraging a customer-first culture within teams, driving accountability and high service standards.3. Process Optimization and EfficiencyExperience in streamlining after-sales and customer support operations to enhance efficiency and reduce turnaround times.Use of metrics and data analysis to identify bottlenecks and areas for improvement.4. Strategic Planning and ExecutionAbility to align customer service operations with overall business goals, ensuring that all processes contribute to customer retention and satisfaction.Expertise in SMART goal-setting to ensure targeted and measurable improvements.5. Vendor and Partner ManagementManaging relationships with service providers, repair centers, and logistics partners to ensure service levels are maintained.Negotiation skills to secure favorable terms while maintaining quality standards.6. Quality AssuranceImplementing and monitoring quality control processes to ensure that customer issues are resolved effectively and within set SLAs (Service Level Agreements).Knowledge of warranty management and escalation processes.7. Budget ManagementExperience managing operational budgets, balancing cost control with service level requirements.Ensuring cost-effective solutions while maintaining a high level of customer service.8. Technology and CRM SystemsProficiency in using customer relationship management (CRM) systems to track customer issues, analyze trends, and forecast operational needs.Familiarity with automation tools that improve customer service efficiency.9. Data Analysis and ReportingAbility to interpret service metrics, customer feedback, and performance data to make informed decisions.Generating reports that provide insights into team performance and operational challenges.

Experience

1. Business Operations Manager

   Armada

   Oct 2025 — Present · Thiruvananthapuram, IN

   Managing hiring operations, campus partnerships, and hackathon initiatives at Armada, handling 2+ fresher hiring drives with 300+ candidates evaluated, achieving 40%+ conversion rates, onboarding 38 quality hires, and establishing partnerships with 20+ engineering colleges, driving strong student market penetration and building a scalable fresher talent pipeline- Leading Administrative Operations, streamlining day-to-day office processes including onboarding documentation, asset allocation, attendance tracking, and vendor coordination, reducing operational turnaround time by 20–25% and improving internal process efficiency and compliance to 95%+ accuracy- Driving Inclusivity, Diversity, and Participation initiatives across the office by organizing 10+ engagement programs, increasing cross-team participation by 30%+, improving collaboration, and positively impacting team morale and productivity, reflected through higher engagement scores

Education

• Christ University, Bangalore

  Master of Business Administration - MBA, Operations Management and Supervision

• Mar Baselios College of Engineering and Technology (Autonomous) | Thiruvananthapuram | Kerala

  Bachelor of Technology - BTech, Mechanical Engineering