Vinay Ghodke
Dubai,UAE
Summary
Customer Care & Client Services Manager with 15+ years of experience leading customer support, service operations, and client engagement teams across GCC & India. Proven expertise in managing multi-location service delivery, handling high-volume client escalations, improving customer satisfaction, and ensuring SLA and service quality compliance. Strong background in process improvement, stakeholder coordination, and team leadership within fast-paced service environments.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work history
Regional Manager – Customer Operations
DM Consultants
Dubai
09.2023 - 11.2025
- Led customer service and client operations across 11 locations in GCC & India, ensuring consistent service quality, SOP adherence, and customer experience standards.
- Managed end-to-end client service delivery, including escalations, complaints resolution, and service recovery for high-value clients.
- Monitored daily service KPIs, turnaround times (TAT), and quality metrics to ensure SLA compliance across branches.
- Worked closely with Quality Assurance teams to audit client interactions, improve communication standards, and reduce service gaps.
- Partnered with Sales, HR, and Admin teams to align customer experience processes with business objectives.
- Designed operational frameworks to improve team productivity, service consistency, and customer retention.
Asst Branch Manager - Sales & Operations
WWICS Global
Dubai
09.2022 - 08.2023
- Assisted in staff training programmes for better skill development.
- Conducted weekly meetings to discuss branch performance and targets.
- Coordinated with other branches for unified business approach.
- Collaborated with team to enhance customer service experience.
Regional Manager – Client Services & Operations
Giant Migration
Dubai
03.2021 - 09.2022
- Managed client service operations across Dubai, Abu Dhabi, Qatar, Kuwait, and India, leading a 20-member cross-functional support team.
- Acted as the escalation point for complex customer concerns, ensuring timely resolution and maintaining long-term client relationships.
- Conducted regular service quality reviews, client feedback analysis, and corrective action planning.
- Improved client engagement processes by standardizing follow-ups, service updates, and communication protocols.
- Mentored managers and team leads to strengthen service leadership and customer-handling capabilities.
Branch Manager – Customer Service Operations
DM Consultants
Abu Dhabi & Muscat
01.2019 - 12.2020
- Set up and led customer service operations for a newly launched branch in Muscat, Oman.
- Managed service delivery teams, customer onboarding, and end-to-end client lifecycle management.
- Handled escalated client cases, ensuring resolution within defined timelines and company policies.
- Recruited, trained, and coached customer-facing staff to improve service quality and professionalism.
- Ensured compliance with internal service standards and ethical client-handling practices.
Manager – Technical Support Operations
Tech Mahindra
Bangalore & Hyderabad, India
06.2010 - 04.2013
- Led technical support operations for US telecom clients including Verizon, AT&T, and Spectrum.
- Managed frontline support teams handling high-volume customer queries and technical escalations.
- Ensured adherence to SLAs, quality benchmarks, and customer satisfaction standards.
- Coached agents on communication skills, problem resolution, and customer empathy.
Education
Associate's degree - Commerce
Bangalore University
India 04.1997 - 04.1999
Skills
- Customer Experience (CX) Management
- Client Services Operations
- Escalation & Complaint Management
- SLA / TAT Monitoring
- Service Quality & Compliance
- Customer Retention & Satisfaction
- Process Improvement & SOPs
- Stakeholder Management
- Team Leadership & Coaching
- Operations Reporting & Analysis
Languages
English
Fluent
Hindi
Upper intermediate
Marathi
Fluent
Kannada
Fluent
Timeline
Regional Manager – Customer Operations
DM Consultants
09.2023 - 11.2025
Asst Branch Manager - Sales & Operations
WWICS Global
09.2022 - 08.2023
Regional Manager – Client Services & Operations
Giant Migration
03.2021 - 09.2022
Branch Manager – Customer Service Operations
DM Consultants
01.2019 - 12.2020
Manager – Technical Support Operations
Tech Mahindra
06.2010 - 04.2013
Associate's degree - Commerce
Bangalore University
04.1997 - 04.1999