Shailesh Dev

Shailesh Dev has a diverse work experience spanning several companies and roles.

- From November 2020 to the present, Shailesh worked as a Manager User Experience at GlobalStep. In this role, they headed the India Customer Service & Player Support Team, coordinated internal resources and third parties/vendors for project execution, ensured timely and within budget project delivery, and assisted in project scope definition and technical feasibility assessment.

- Prior to their role at GlobalStep, from January to October 2020, Shailesh was a Manager Customer Service at TraceLink. Here, they set up the Initial Response Team, oversaw the day-to-day activities of technical teams, improved knowledge management and customer-centric support, coordinated improvement programs for global support processes, managed operations risks, ensured performance metrics and service levels were met, and participated in stakeholder groups to enhance delivery efficiency.

- From 2017 to 2020, Shailesh worked as a Customer Service Manager at GlobalStep.

- In 2016, Shailesh was an Operations Team Manager at Capita India. Shailesh managed a team of 75 to 100 FTEs, drove performance to meet targets, ensured smooth daily operations, handled escalations, managed key business metrics like SLA's and CSAT, and conducted thorough analysis of SLA misses.

- From 2014 to 2016, Shailesh worked as a Process Analyst at Tata Consultancy Services.

- In 2013, Shailesh served as a Senior Consultant at Icertis.

- From 2010 to 2012, Shailesh held multiple roles at Infosys BPO, including Team Lead / Process Specialist and Broadband Customer Service Team Leader. In these roles, they managed day-to-day operations, handled real-time workflow management for voice, data, and chat operations, resolved customer escalations, provided coaching and feedback to executives, ensured performance parameters were met, and managed customer complaints and escalations.

- From 2007 to 2008, Shailesh worked as a Process Executive at Infosys BPO.

Shailesh Dev began their education in 1998 at Sri Sathya Sai Vidya Peeth, where they obtained their 10th CBSE degree in 2002. Shailesh then pursued a Bachelor of Commerce degree at Savitribai Phule Pune University from 2002 to 2007. After completing their undergraduate studies, Shailesh enrolled in NIIT from 2010 to 2012, where they obtained a GNIIT degree in Software Engineering with a focus on computers.

In addition to their formal education, Shailesh has obtained several certifications. In December 2020, they completed the "Building Rapport with Customers" certification from LinkedIn. In November 2018, they obtained a Scrum Master certification from SCRUMstudy - Accreditation Body for Scrum and Agile. In August 2018, they earned a Scrum Fundamentals certification from the same institution. Lastly, in December 2013, Shailesh became a Salesforce.com Certified Administrator (WI14) after completing the certification program offered by salesforce.com.