Shailesh Dev
About Shailesh Dev
Shailesh Dev is a Customer Service Manager with extensive experience in the BPO sector, currently working at Globalstep in Dallas, Texas. He has held various roles in operations and process management across multiple companies, including Infosys Bpo and Tata Consultancy Services, and possesses certifications in Scrum Master and Salesforce administration.
Current Role at GlobalStep
Shailesh Dev serves as the Customer Service Manager at GlobalStep, a position he has held since 2017. In this role, he oversees customer service operations, ensuring high standards of service delivery. His responsibilities include managing customer interactions, optimizing workflows, and implementing strategies to enhance customer satisfaction. His extensive background in the BPO sector contributes to his effectiveness in this role.
Previous Experience in BPO Sector
Before joining GlobalStep, Shailesh Dev accumulated significant experience in the BPO sector. He worked at Infosys Bpo in various capacities, including Process Executive, Senior Process Executive, and Team Lead from 2007 to 2012. He also held the position of Operations Team Manager at Capita India for seven months in 2016. His roles involved managing teams, improving processes, and enhancing customer service quality.
Educational Background
Shailesh Dev studied at the Department of Technology, Savitribai Phule Pune University, where he earned a Bachelor of Commerce degree from 2002 to 2007. His education in commerce provided a foundation for his career in business analytics and operations management, equipping him with essential skills for his roles in the BPO industry.
Certifications and Skills
Shailesh Dev holds several professional certifications, including Certified Scrum Master and Salesforce.com Certified Administrator. These certifications reflect his expertise in agile project management methodologies and customer relationship management. He is proficient in business analytics and operations management, with a focus on business planning and workflow management, enhancing his effectiveness in customer service roles.
Experience in Transition Management
Shailesh Dev has extensive experience in transition management, particularly within the BPO operations context. His background includes strategic transformations and process re-engineering, enabling organizations to adapt to changing market demands. This experience is critical in his current role, where he applies these skills to improve service delivery and operational efficiency.