Summary
Overview
Work History
Education
Skills
Accomplishments
Reference
Timeline
Generic
Vikram Shetty

Vikram Shetty

QA AND OPERATIONS MANAGER
Dubai

Summary

Dynamic professional with a strong foundation in leadership and decision-making, operational strategy, and customer service excellence. Demonstrates effective communication and quality assurance skills to drive organizational success. Committed to leveraging expertise to enhance business operations and achieve strategic goals.

Overview

13
13
years of professional experience
2019
2019
years of post-secondary education

Work History

QA and Operations Manager | 7 Years

InstaShop
Dubai
07.2018 - Current
  • Led customer support and operations teams to consistently exceed KPIs across delivery accuracy, service response time, and customer satisfaction. Implemented performance dashboards, root-cause analysis, and SOP improvements that enhanced overall service quality and reduced customer escalations.
  • Managed day-to-day delivery operations, including fleet coordination, shift scheduling, and dispatch planning, ensuring on-time order fulfillment and SLA compliance. Worked closely with logistics and warehouse teams to resolve last-mile delivery issues and improve turnaround time.
  • Oversaw inventory accuracy and order flow, collaborating with supply chain teams to reduce stock discrepancies, optimize inbound/outbound stock movement, and maintain real-time visibility over inventory systems to support fast-paced delivery operations.
  • Developed and enforced customer service and operational policies, mentoring team leaders and agents to boost productivity, reduce customer churn, and ensure smooth handling of high-volume support tickets via call center and digital channels.
  • Conducted end-to-end testing, collaborating closely with product and development teams to identify bugs, ensure a seamless user experience, and validate overall app performance across core functions such as order tracking, payments, and workflow execution.

Team Lead | 1 Year

Concentrix
Bangalore
06.2017 - 07.2018
  • Led a team of customer support agents in managing billing inquiries and technical issues for Etisalat home services, ensuring timely resolution of customer issues and achieving service level agreements (SLAs) to maintain high-quality support.
  • Coordinated with cross-functional teams to identify and implement process improvements, optimize workflows, and enhance team performance, resulting in improved customer satisfaction (CSAT) and reduced response times for billing and technical support queries.

Senior Process Executive | 2 Years

Infosys
Bangalore
04.2015 - 06.2017
  • Provided expert-level support for billing inquiries, troubleshooting complex issues, and ensuring accurate resolution of customer billing queries, contributing to improved customer satisfaction and reduced escalations.
  • Collaborated with cross-functional teams to analyze billing processes, identify recurring issues, and implement process improvements, resulting in streamlined workflows and enhanced efficiency in handling customer billing queries.

Senior Customer Support Officer | 3 Years

Mphasis
Mangalore
05.2012 - 04.2015
  • Delivered exceptional customer experience by efficiently resolving complex issues, while providing ongoing support to the team, mentoring staff, and offering solutions to enhance overall service quality and team performance.

Education

Bachelor of Science -

Govinda Dasa College
Mangalore University
04.2001 - 05.2012

SSLC -

Delhi Public School MRPL
Mangalore

Skills

  • KPI & Performance Metrics Management

  • MIcrosoft office suite (Excel, Word, PowerPoint)

  • QA and Software testing

  • Content Creation & Video Editing

  • Data Analysis and Reporting

  • Leadership and Decision making

  • Supply Chain and Inventory Management

  • KPI & Performance Metrics Management

Accomplishments

  • Valuable Player Award in June 2020 - InstaShop
  • Summit Award in February 2013 & May 2014 - Mphasis
  • Star of the Quarter in November 2013 & April 2014 - Mphasis
  • Spot Award in August 2015 - Infosys
  • Extra Miler Award in November 2016 - Infosys
  • Excel Award from Client for Enhancement in Process - Concentrix

Reference

References available upon request

Timeline

QA and Operations Manager | 7 Years

InstaShop
07.2018 - Current

Team Lead | 1 Year

Concentrix
06.2017 - 07.2018

Senior Process Executive | 2 Years

Infosys
04.2015 - 06.2017

Senior Customer Support Officer | 3 Years

Mphasis
05.2012 - 04.2015

Bachelor of Science -

Govinda Dasa College
04.2001 - 05.2012

SSLC -

Delhi Public School MRPL

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Vikram ShettyQA AND OPERATIONS MANAGER