Dhawal Thumar

Leading end-to-end transformation of global customer support operations, leveraging AI, automation, and process optimization to drive efficiency and customer experience improvements. - Led end-to-end transformation of Nomad eSIM’s customer support operations, improving efficiency, scalability, and customer experience. - Reduced Average Handling Time from 40+ minutes to under 10 minutes within 2 months through CRM migration (Zendesk → Intercom) and workflow redesigns. - Improved CSAT from 84% to 95%+ by implementing structured training, quality frameworks, and performance management systems. - Enabled 70%+ query resolution through AI-driven automation by training and optimizing support models Built and scaled a multi-channel global support infrastructure, supporting rapid business growth. - Led transition of BPO operations from Philippines to India, significantly reducing operational costs. Led large cross-functional teams at Amazon. - Established incident management and continuous improvement mechanisms across support operations Recruited, trained, and mentored high-performing teams while driving cross-functional alignment with product, engineering, and operations. - Led efforts to make Nomad eSIM SOC-II and ISO standards compliant.

Owned the chaos of large-scale support operations and turned it into structured, measurable performance. Led operations through a layer of 7+ Team Managers and 150+ frontline agents, with influence across a 7,000+ agent network. - Drove 10% reduction in Average Handling Time (AHT) through data-driven interventions, cross-site alignment, and operational rigor across the network for 7000+ support agents. - Designed and implemented performance management frameworks for 4,000+ work-from-home agents, improving productivity and accountability. - Reduced productivity loss due to power/connectivity disruptions from 2.7% to 0.8% by partnering with vendors and logistics teams to deploy infrastructure solutions. - Maintained 95%+ policy adherence, highest across Concessions Abuse Prevention teams. - Identified and mitigated negative service trends through proactive deep-dives and cross-functional collaboration. - Partnered with HR, QA, and Workforce teams to improve agent experience, engagement, and retention at scale. - Led Day-to-day support operations ensuring top not customer experience.

Trusted with the critical problems in the company and solved them fast. - Scaled the team from 12+ escalation agents to a high performing team of 100+ escalation agents across various regions. - Led CXO-level escalations across India, EU, and Middle East marketplaces, handling high-impact customer and last-mile delivery issues escalated to VP, SVP, and Director leadership. - Reduced resolution time from 4 days to 2 days by implementing a single-threaded escalation ownership model Improved customer communication efficiency by reducing email exchanges from 8+ to fewer than 4 per case Reduced escalation volumes by 35% by mentoring teams to absorb and resolve non-critical escalations. - Drove proactive outreach mechanisms (including voice channels) to accelerate issue resolution and improve customer experience. - Identified systemic operational gaps and partnered with cross-functional teams (logistics, operations, product) to implement long-term fixes. - Delivered structured executive summaries and insights to senior leadership, enabling faster decision-making and issue resolution.

Turned customer escalations into actionable signals that improved system-wide service delivery. Build a high-performing Escalation team from 15+ to 150+ escalation agents across EU and IN regions. - Led end-to-end handling of escalated customer issues, ensuring accurate expectation setting, resolution, and customer recovery. - Analyzed 100% of escalated cases for root cause patterns, converting insights into actionable improvements for service delivery teams. - Built feedback loops between frontline operations and leadership to ensure the customer’s voice influenced process decisions. - Standardized escalation handling practices to improve consistency, resolution quality, and turnaround time. - Partnered with cross-functional teams to address recurring failure points and prevent repeat escalations.

Built high-performing teams by combining strong culture, clear expectations, and operational discipline. - Led a team of customer service associates, setting clear performance expectations and driving accountability across key operational metrics. - Improved team performance by identifying gaps and implementing targeted coaching, calibration, and process refreshers. - Built a strong team culture focused on ownership, customer obsession, and continuous improvement. - Identified recurring customer-impacting issues and implemented process-level fixes to improve service delivery. - Translated organizational goals into actionable team-level objectives, ensuring alignment with broader customer experience strategy. - Acted as a bridge between frontline teams and leadership, ensuring the voice of both customers and agents was reflected in decision-making.

Ran real-time support operations while improving quality and consistency of customer experience. - Audited customer interactions to ensure quality standards, compliance, and consistent customer experience delivery. - Provided continuous, structured feedback to customer service associates, improving performance and resolution quality. - Managed real-time queue operations, dynamically adjusting agent availability, breaks, and staffing based on live customer demand. - Ensured smooth rollout of process updates by training and aligning teams on changes to improve operational efficiency. - Acted as the first line of operational control, balancing service levels, agent productivity, and customer wait times.

Resolved customer issues at scale while contributing to early process improvements and team initiatives. - Handled customer inquiries end-to-end, ensuring timely and accurate resolution while maintaining high service standards. - Escalated complex issues to appropriate teams, enabling faster resolution and minimizing customer impact. - Provided cross-locale support (India & North America), adapting to different processes and customer expectations. - Took ownership of employee engagement initiatives, contributing to team morale and workplace culture. - Partnered with team leads and managers to support deep-dives and process improvement initiatives, identifying opportunities to enhance service delivery.

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