Amit Chaudhary

Renewals Support Specialist

CTI

Jul 2025 - Feb 2026 (8 months)

• Directed the end-to-end renewal lifecycle for 100+ enterprise accounts, overseeing a $4m+ ARR portfolio with an 84% renewal rate. • Directed renewal pipeline and forecasting within Salesforce (SFDC) to track customer intent and assess renewal likelihood. • Generated and validated renewal quotes utilizing CPQ tools, ensuring pricing accuracy, SKU alignment, and contract compliance. • Recognized churn risks and implemented structured escalation playbooks to safeguard revenue and enhance retention.

Operations Analyst - SLA & Process Management

Eversana

Jun 2024 - Jun 2025 (1 year 1 month)

• Supervised high-volume operations claims with unwavering SLA adherence and perfect compliance standards. • Maximized processing efficiency by 12% through effective workflow improvements and process standardization. • Directed exception management and escalations, ensuring adherence to compliance and operational guidelines. • Engaged with multiple teams to resolve discrepancies and streamline process efficiency.

Senior Customer Operations Consultant

Etraveli Group

Sep 2022 - Apr 2024 (1 year 8 months)

• Supervised 35-40 daily escalation cases while achieving 87%+ CSAT and SLA fulfillment. • Handled escalations tied to booking refunds and payment disputes, maintaining customer satisfaction. • Sustained revenue retention by actively addressing cancellations and optimizing customer experience. • Coordinated with cross-functional teams to advance service delivery and refine operational workflows.

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Project & Operations Coordinator

Honeywell International

Nov 2021 - May 2022 (7 months)

• Managed 30+ clients through email communication and support, ensuring timely issue resolution and high client satisfaction. • Streamlined contract lifecycle management (CLM) by performing accurate pricing validation, maintaining detailed documentation, and ensuring precise billing alignment. • Coordinated contract documentation while ensuring compliance with internal policies and operational protocols.

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Quality Analyst

Indigo Airlines

Dec 2018 - Sep 2021 (2 years 10 months)

• Conducted process audits and developed SOPs to elevate service quality and ensure compliance. • Identified improvement areas via data analysis, and implemented process enhancements. • Continuous improvement initiatives drive operational efficiency enhancements. • Pinpointed opportunities for enhancement for agents through a comprehensive evaluation of recorded calls. • Minimized average handling time by coaching agents on effective communication techniques and problem-solving strategies. • Conducted root cause analyses for recurring issues identified during the QA process, resulting in more efficient problem-solving methods within the organization. • Facilitated regular calibration sessions with HOD's and supervisors to maintain consisten

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