Satish Kumar

Operations and service delivery professional with over 12 years of experience in the BPO and customer experience industry, specialising in team leadership, performance management, and process optimisation. I have led large teams across high-volume operations while ensuring consistent delivery on key performance indicators such as AHT, Quality, CSAT, and Productivity. Throughout my career, I have worked closely with cross-functional stakeholders and clients to improve operational efficiency, resolve escalations, and drive continuous improvement through structured RCA and CAPA initiatives. My experience includes managing end-to-end service delivery, leading governance calls, analysing operational data to identify performance gaps, and implementing actionable strategies that improve both customer experience and business outcomes. I am passionate about building scalable systems, improving operational workflows, and developing high-performing teams. My leadership approach focuses on accountability, data-driven decision-making, and coaching teams to consistently exceed performance expectations. Alongside my professional experience, I am also the Founder of ShoCial, a creator-led social commerce platform aimed at empowering influencers, sellers, and buyers through a video-first shopping experience. ShoCial focuses on enabling creators to monetise their influence while helping brands and sellers reach customers through authentic content-driven discovery. I am always interested in opportunities where I can contribute to building efficient operations, scaling teams, and driving meaningful business impact.