Arun Kekte — Operations Associate

I’m a 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 & 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗟𝗲𝗮𝗱𝗲𝗿 with over 𝟭𝟱 𝘆𝗲𝗮𝗿𝘀 𝗼𝗳 𝗽𝗿𝗼𝘃𝗲𝗻 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 driving 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗲𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲, 𝗽𝗿𝗼𝗰𝗲𝘀𝘀 𝗼𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻, 𝗮𝗻𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 across the 𝗴𝗮𝗺𝗶𝗻𝗴 𝗮𝗻𝗱 𝘁𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 𝗶𝗻𝗱𝘂𝘀𝘁𝗿𝗶𝗲𝘀. I specialize in 𝘀𝗰𝗮𝗹𝗶𝗻𝗴 𝗵𝗶𝗴𝗵-𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝗶𝗻𝗴 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀, 𝘀𝘁𝗿𝗲𝗻𝗴𝘁𝗵𝗲𝗻𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗹𝗼𝘆𝗮𝗹𝘁𝘆, 𝗮𝗻𝗱 𝗹𝗲𝘃𝗲𝗿𝗮𝗴𝗶𝗻𝗴 𝗱𝗮𝘁𝗮 𝗮𝗻𝗱 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻 to deliver measurable business impact. My leadership style blends 𝗽𝗲𝗼𝗽𝗹𝗲-𝗳𝗶𝗿𝘀𝘁 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 with a 𝗽𝗿𝗼𝗰𝗲𝘀𝘀 𝗲𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲 𝗺𝗶𝗻𝗱𝘀𝗲𝘁, ensuring both customer satisfaction and operational efficiency. At 𝗚𝗮𝗺𝗲𝘀𝟮𝟰𝘅𝟳, I lead 𝗺𝘂𝗹𝘁𝗶-𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 — spanning 𝗘𝗺𝗮𝗶𝗹, 𝗩𝗼𝗶𝗰𝗲, 𝗮𝗻𝗱 𝗖𝗵𝗮𝘁 — managing 𝟮𝟬+ 𝗶𝗻-𝗵𝗼𝘂𝘀𝗲 and 𝟭𝟬𝟬+ 𝗼𝘂𝘁𝘀𝗼𝘂𝗿𝗰𝗲𝗱 𝗮𝗴𝗲𝗻𝘁𝘀. Through workflow redesign, automation, and performance dashboards, I’ve helped achieve: • 𝟵𝟴% 𝗦𝗟𝗔 𝗮𝗱𝗵𝗲𝗿𝗲𝗻𝗰𝗲 across all channels • 𝟮𝟬% 𝗶𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁 𝗶𝗻 𝗖𝗦𝗔𝗧 𝗮𝗻𝗱 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 • Noticeable gains in team engagement, productivity, and service quality My philosophy is simple: 𝗱𝗲𝘃𝗲𝗹𝗼𝗽 𝗽𝗲𝗼𝗽𝗹𝗲, 𝗻𝗼𝘁 𝗷𝘂𝘀𝘁 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝘀. I take pride in mentoring emerging leaders, improving engagement, and fostering a culture of accountability, innovation, and continuous improvement. I’m passionate about using 𝗱𝗮𝘁𝗮, 𝘁𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆, 𝗮𝗻𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀 to design 𝗵𝘂𝗺𝗮𝗻-𝗰𝗲𝗻𝘁𝗲𝗿𝗲𝗱 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀 that scale. Every customer interaction, to me, is an opportunity to build trust and strengthen the brand relationship. 💼 𝗢𝗽𝗲𝗻 𝘁𝗼 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗿𝗼𝗹𝗲𝘀 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲, 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲, 𝗼𝗿 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗘𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀. 🚀 𝗔𝘃𝗮𝗶𝗹𝗮𝗯𝗹𝗲 𝘁𝗼 𝗷𝗼𝗶𝗻 𝗶𝗺𝗺𝗲𝗱𝗶𝗮𝘁𝗲𝗹𝘆 to help organizations enhance service delivery, retention, and operational performance. 🤝 Always open to connecting with 𝗖𝗫 𝗹𝗲𝗮𝗱𝗲𝗿𝘀, 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗵𝗲𝗮𝗱𝘀, 𝗮𝗻𝗱 𝗿𝗲𝗰𝗿𝘂𝗶𝘁𝗲𝗿𝘀 who share a passion for building exceptional customer experiences.

Stackforce AI infers this person is a Customer Experience Leader in the Gaming and Technology industry.

Location: Mumbai, Maharashtra, India

Experience: 16 yrs 7 mos

Skills

Customer Experience
Operations Management
Customer Relationship Management
Customer Service
Leadership

Career Highlights

Achieved 98% SLA adherence across support channels.
Improved CSAT by 20% through structured feedback mechanisms.
Mentored emerging leaders, fostering a culture of accountability.

Work Experience

Games24x7

Deputy Manager - Customer Experience (3 yrs 11 mos)

Customer Service Team Lead (11 mos)

Senior Process Specialist (11 mos)

Process Specialist (11 mos)

Process Associate (2 yrs 3 mos)

Concentrix

Senior Technical Support & Inside Sales Associate (7 yrs 8 mos)

Education

PGDM at Welingkar Institute of Management

Bachelor of Commerce - BCom at University of Mumbai

Arun Kekte

Operations Associate

Mumbai, Maharashtra, India16 yrs 7 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Achieved 98% SLA adherence across support channels.
Improved CSAT by 20% through structured feedback mechanisms.
Mentored emerging leaders, fostering a culture of accountability.

Stackforce AI infers this person is a Customer Experience Leader in the Gaming and Technology industry.

Contact

arun.kekte@kalpataru.com LinkedIn

Skills

Core Skills

Customer ExperienceOperations ManagementCustomer Relationship ManagementCustomer ServiceLeadership

Other Skills

Analytical SkillsBusiness Process ImprovementBusiness Process Outsourcing (BPO)Career Development CoachingCoachingCommunicationContact CentersCustomer Relationship Management (CRM)Customer SatisfactionCustomer Satisfaction (CSAT)Customer SupportDashboard BuilderData AnalysisData-Driven InsightsInternational Sales

About

Experience

Games24x7

5 roles

Deputy Manager - Customer Experience

Promoted

Apr 2022 – Present · 3 yrs 11 mos

Achieved 98% SLA adherence by streamlining day-to-day customer support operations across email, voice, and chat channels, which enhanced response efficiency, reduced backlog incidents, and improved overall customer satisfaction scores.
Reduced average resolution time by 15% by redesigning workflows and introducing automation tools, which saved over 200 agent hours per month and improved overall operational efficiency.
Improved team performance and customer satisfaction metrics by developing and monitoring KPIs for quality and efficiency, which enabled data-driven decisions that drove continuous process improvements and enhanced service consistency.
Boosted team productivity and service consistency by leading a hybrid workforce of 20+ in-house and 100+ outsourced agents, which fostered accountability, sustained high performance across rotational shifts, and ensured seamless customer support delivery.
Improved agent quality scores by 18% by creating structured training modules and implementing continuous feedback loops, which enhanced coaching effectiveness and elevated overall service delivery standards.
Achieved 95%+ escalation resolution within SLA by implementing structured escalation management and prioritization frameworks, which ensured consistent service delivery and customer satisfaction even during peak load periods.
Reduced repeat customer complaints by 12% by partnering with Product and Tech teams to identify and eliminate recurring pain points, which strengthened root-cause resolution and enhanced overall customer experience.
Increased CSAT by 20% by implementing a structured feedback mechanism and centralized knowledge system, which improved first-contact resolution by 10% and empowered agents with faster, more accurate responses.

Customer ExperienceProblem SolvingCommunicationSolution-orientedTeam ManagementKey Performance Indicators+7

Customer Service Team Lead

Promoted

Apr 2021 – Mar 2022 · 11 mos

Customer Relationship Management (CRM)People ManagementCustomer Satisfaction (CSAT)Customer Relationship Management

Senior Process Specialist

Apr 2020 – Mar 2021 · 11 mos

Process Specialist

Promoted

Apr 2019 – Mar 2020 · 11 mos

Customer Relationship Management (CRM)Service-Level Agreements (SLA)Customer Relationship Management

Process Associate

Dec 2016 – Mar 2019 · 2 yrs 3 mos

Concentrix

Senior Technical Support & Inside Sales Associate

Apr 2009 – Dec 2016 · 7 yrs 8 mos · Mumbai, Maharashtra, India

Delivered technical support across global accounts (HP, Dell, TomTom, Windows 10) while ensuring SLA and quality compliance.
Coached team members, reducing escalation calls by 25% through proactive issue resolution and feedback sessions.
Authored knowledge assets and troubleshooting guides that decreased handling time by 10% and improved first-time fix rates.
Contributed to team performance improvements, exceeding client targets for three consecutive quarters.

LeadershipTime ManagementTeam ManagementCustomer SatisfactionCustomer ServiceCoaching+1