Summary
Overview
Work history
Education
Skills
Websites
Custom
Affiliations
Personal Information
Certification
Timeline
Generic
Karan Balmiki

Karan Balmiki

Dubai,UAE

Summary

Accomplished professional with expertise in contact centre operations, team leadership and development, and regulatory compliance.

Demonstrates strategic thinking and process innovation to drive automation and efficiency. Proven ability in effective communication, cross-functional collaboration, and stakeholder management.

Committed to employee training and development to foster teamwork and achieve Organizational goals.

Overview

16
16
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work history

Service Delivery - Operation / CX Experience

VIRGIN MOBILE
Dubai, UAE
03.2021 - 06.2025
  • Oversees and continuously enhances operations of contact center (in-house Level 2 escalation and Front-line support for Emirati customers)
  • Leading team responsible for managing high-priority escalations from customers, government entities, media, and other sources, ensuring prompt resolution and regulatory compliance.
  • Define and enforce SLA targets, quality assurance programs, and agent performance metrics.
  • Manage cross-functional projects focused on enhancing customer experience and service delivery, ensuring timely execution aligned with department and business requirements.
  • Collaborate across departments including Technical, Operations, Product, and Network teams to drive project outcomes, resolve bottlenecks, and meet customer satisfaction goals.
  • Successfully delivered customer-focused initiatives, balancing operational efficiency with stakeholder expectations through structured planning and agile coordination.
  • Drove strategic initiatives to optimize call center performance, including the implementation of new tools, process flows, and service models based on customer insights.
  • Spearheading MNP process within the business unit, ensuring seamless execution and adherence to country-specific regulations and customer protection rights.
  • Establish and lead Voice of Customer program, gathering insights from Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), customer disputes and identifying service gaps.
  • Ensuring full compliance with customer protection regulations enforced by UAE government and other relevant authorities.
  • Driving AI-driven automation initiatives, including AI-powered customer document validation and MNP process automation, enhancing accuracy and reducing manual intervention.
  • Implementing strategic process improvements to strengthen regulatory compliance, customer satisfaction, and operational excellence.
  • Leads, mentors, and grows team of customer team leads and contact centr agents.
  • Presents feedback trends and customer sentiment reports to senior leadership on regular basis.

Customer Relations Analyst

EITC -DU
Dubai
12.2018 - 02.2021
  • Ensured effective day-to-day operations of call centre, including HR management and employee engagement.
  • Assisted team in resolving customer queries & escalations, offering quality services specially to VVIP segment customers.
  • Met service levels thru effective scheduling of staff on call.
  • Managed reporting, time sheets and schedule adherence and billing related issues.
  • Conducted team meetings and reviewed team performance.
  • Validating and ensuring the correct action has been performed on the cross-networks transfer request.
  • Prepare monthly reports related to common rejection reasons, presenting.

Quality Analyst

DU,EITC
10.2016 - 12.2018
  • Performed call audits, gave feedback on areas of improvement.
  • Led soft skills sessions to enhance customer handling skills.
  • Verified compliance of process activities, took corrective measures in case of discrepancies.

Training Specialist (Process Training / Soft Skill Coach)

AEGIS PVT LTD
Kolkata
11.2014 - 10.2015
  • Carried out trainer responsibilities, trained employees, appraised performance of new hires, provided training on communication & soft skills.
  • Evaluated training outcome, shared the same with Ops teams.
  • Performed call listening sessions, evaluated performances of on-floor CSRs, and suggested refreshers training accordingly and ensured consistent improvement.
  • Utilized effective presentation skills, training and adult learning techniques to deliver effective training.
  • Being to Saudi Arabia for transition/training of the process.
  • Successfully completed the Client Training Program and T3.
  • Identified opportunities to upgrade quality standards within the process, established defined quality standards.
  • Verify compliance of process activities with the prescribed rules and regulation. Take corrective measures in case of discrepancies.

Lead Quality Analyst / Training Specialist (Process Training / Soft Skill Coach)

IBM GLOBAL SERVICES PVT LTD (CONCENTRIX)
Kolkata
09.2009 - 10.2014
  • Successfully completed the Client Quality Certification, also completed the Client/IBM (Concentrix) Training Program T3.
  • As Lead Quality Analyst, my role was to…
  • Evaluate call as per the parameters and publish weekly quality scores with MIS.
  • Take the certification mock calls of the team once the training was completed and certify the right candidate.
  • Conduct daily briefing to improve the quality scores and the CSAT rating for the process.
  • Publish Quality data and shared deck for business reviews.
  • Prepare monthly performance presentation of the work done in the given month and the plan of action for the next month.
  • Conducting monthly calibration with QAs and TLs.
  • As Training Specialists: Was responsible for process & product training, time slots & training calendar.
  • Imparted training based on individual needs of every employee and their level of understanding.
  • Post training, coordinated with Quality Dept for mock call sessions & certifications.
  • Performed call calibration sessions to identify areas of improvements and the need for refresher or soft skills trainings.

Education

Bachelor of Arts -

Rajasthan University
01.2012 - 12.2014

Skills

  • Contact Centre operations
  • Team Leadership and Development
  • Regulatory and Compliance
  • Process Innovation and Automation
  • Strategic Thinking
  • Teamwork
  • Effective Communication
  • Cross-Functional Collaboration
  • Stakeholder Management
  • Employee Training & Development

    • Key Achievements:

  • Successfully automated MNP process, increasing accuracy and reducing human involvement
  • Introduced AI-powered solutions for document validation, improving efficiency and compliance
  • Enhanced business unit’s adherence to customer protection regulations, ensuring regulatory readiness and customer trust

Custom

Affiliations

  • Cricket
  • Movie

Personal Information

Certification

Harvard Personal Development Program.

Timeline

Service Delivery - Operation / CX Experience

VIRGIN MOBILE
03.2021 - 06.2025

Customer Relations Analyst

EITC -DU
12.2018 - 02.2021

Quality Analyst

DU,EITC
10.2016 - 12.2018

Training Specialist (Process Training / Soft Skill Coach)

AEGIS PVT LTD
11.2014 - 10.2015

Bachelor of Arts -

Rajasthan University
01.2012 - 12.2014

Lead Quality Analyst / Training Specialist (Process Training / Soft Skill Coach)

IBM GLOBAL SERVICES PVT LTD (CONCENTRIX)
09.2009 - 10.2014

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Karan Balmiki