Operations and customer support, treated as the same discipline
SOPs, procurement, field execution and escalations — coordinated so work keeps moving and people stay unblocked.
Operations work has covered 6–7 business functions, a 12-member team, government-backed EdTech programmes, GeM tender compliance, vendor coordination and field execution across 28+ villages and a 300 km pipeline. Customer support work at Amazon and Knoah covered five queues across voice, chat and email. Both come down to the same thing: understand the escalation, then fix the system that produced it.
What it produced
Numbers taken directly from the roles below.
Standardised SOPs and project controls over 6 months at Edwiser.
Streamlined vendor coordination and procurement, within 2 months.
Infrastructure field sites, over a 3-month period.
97–99.8% CSAT at Knoah Solutions across voice, chat and email queues.
The roles behind it
Each of these is documented in full on the experience page.
- May 2025 – Jul 2026
Operations & Systems Lead
Edwiser Innovation Hub Pvt Ltd
SOPs, institutional documentation, procurement, GeM tender compliance, escalation paths and project controls.
- Jun 2018 – Jul 2021
Engineer
The Indian Hume Pipe Co. Ltd.
Water-supply infrastructure execution across 28+ villages with a 24+ member workforce.
- Jul 2016 – Apr 2017
Customer Support Associate (L2)
Amazon
Complex order-management queries and escalations across North American and Indian markets.
The approach
The same sequence, whatever the environment.
Write the SOP the room actually needs
Documentation is the deliverable that makes coordination survivable — 300+ troubleshooting and resolution paths were documented in support alone.
Make throughput visible
KPI visibility, tracked corrective actions and digitised records replace status meetings with something checkable.
Treat escalations as inputs
Around five field issues a month were converted into tracked corrective actions, cutting delays by 85%.
Coordinate vendors like part of the team
Procurement, material movement and site verification are scheduled together, not sequentially.
- Cross-functional Operations
- Program Coordination
- SOP Development
- Field Operations
- Procurement
- Vendor Management
- Logistics Management
- Governance & Compliance
- Multi-channel Support
- Escalation Management
- CSAT Ownership
- Knowledge Base Documentation
- Zendesk
Related parts of the site
The detail behind this theme lives across these pages.
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