NILESH CHANDRAKANTH LANGHI
Operations Manager
Thane
Summary
Strategic Business Management and Customer Experience professional with 12 years of international experience in Inside Sales Operations. Spearheaded high-performing teams and executed B2B strategies for SaaS product scaling. Collaborated with executives to align operational workflows with corporate goals and engaged stakeholders across diverse regions. Focused on optimizing project delivery and driving digital transformation initiatives.
Overview
12
12
years of professional experience
Work History
Inside Sales Manager / Team Leader
TECH MAHINDRA BUSINESS SERVICES
01.2024 - 07.2026
- Team Leadership & Project Delivery: Directly managed and mentored an elite team of 6 Inside Sales professionals, executing strict performance metrics to deliver high-value enterprise sales support and internal cross-functional alignment.
- International Hunting Strategy: Led strategic B2B outbound hunting campaigns targeting C-level executives (Directors and above), opening key accounts, and securing highly qualified corporate meetings for onsite Vice Presidents.
- Bid Management & Portal Sourcing: Managed analytical screenings for RFPs, RFIs, RFQs, and PINs across multiple portals to capture and qualify high-potential commercial pipelines, overseeing 80+ RFP responses in a fiscal year to secure a multi-million pipeline.
- Global Market Coverage: Directed outreach and portfolio management across diverse global regions, including UK, Europe, Singapore, Australia, South Africa, and India, driving market penetration and account growth.
- Global Market Coverage: Commanded complex outreach and portfolio management across diversified global geographies, including the UK, Europe, Singapore, Australia, South Africa, and India.
- Performance Monitoring: Implemented lead-qualification audits, CRM data tracking, and follow-up structures to ensure service-level alignment and enhance real-time operational reporting.
Inside Sales Manager / Project Lead
AAPPORT SOFTWARE SOLUTIONS PRIVATE LIMITED
12.2021 - 12.2023
- Collaborated with CEO and Co-Founder to architect growth frameworks, manage internal projects, and translate corporate vision into measurable operational strategies.
- SaaS Project Leadership (DoubleTick & QuickSell): Appointed as the Project Leader to command the scaling and market execution of DoubleTick (WhatsApp Business API solution) and QuickSell (SaaS platform).
- Rapid Team Scaling: Successfully built, mentored, and scaled the project operations team from an initial setup of 4 FTE to 50 FTE, optimizing resource utilization to meet surging market demands.
- Managed end-to-end customer experience (CX) and support workflows, collaborating with Marketing Team to refine organic lead-generation strategies and enhance product positioning.
- Developed detailed internal documentation, status tracking protocols, and revenue projections for executive review.
Senior Representative / Resident Expert (Team Lead Track)
CREDENCE RESOURCE MANAGEMENT
09.2018 - 10.2021
- Collaborated with major international healthcare clients (AMR, Emcare, Radiology) to ensure compliance with FDCPA and HIPAA frameworks, enhancing client trust and operational integrity.
- Managed team of 12 associates in specialized Resident Expert track, achieving consistent monthly target compliance.
- Streamlined daily operations by generating EOD performance metrics, creating internal reports, and directing sunrise briefs to align team on operational deliverables.
Customer Relation Advisor / Senior CSE
TECH MAHINDRA BUSINESS SERVICES
05.2016 - 09.2018
- Collaborated with quality assurance and operations managers to enhance Net Promoter Scores (NPS) and achieve quality analysis targets.
- Recognized as top performer for consecutive quarters and globally acknowledged through corporate "Give a Smile, Get a Smile" campaign.
- Provided strategic guidance to clients on technology solutions and business processes
- Analyzed client requirements to tailor service offerings, ensuring alignment with operational goals
- Led cross-functional teams to implement process improvements, enhancing overall service delivery
Customer Service Representative
BANCTEC TPS INDIA PVT. LTD.
05.2014 - 04.2016
- Managed inbound and outbound collections strategies across US portfolios, ensuring compliance with regulatory standards.
- Facilitated training on new industrial compliance standards and objection-handling strategies, enhancing team readiness and effectiveness.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed customer accounts, ensuring accurate information and timely updates.
- Trained new team members on company protocols and customer service best practices.
Education
Bachelor of Commerce (B.Com) -
IDOL - Mumbai University
Mumbai05-2026
Skills
- Sales Operations & Inside Sales Strategy: B2B sales management
- Sales team leadership
- Account management
- Lead generation
- Competitive Analysis
- Operations & Project Management: Service delivery management
- Team Leadership & People Management: Team scaling
- Business planning
- Customer service management
Timeline
Inside Sales Manager / Team Leader
TECH MAHINDRA BUSINESS SERVICES
01.2024 - 07.2026
Inside Sales Manager / Project Lead
AAPPORT SOFTWARE SOLUTIONS PRIVATE LIMITED
12.2021 - 12.2023
Senior Representative / Resident Expert (Team Lead Track)
CREDENCE RESOURCE MANAGEMENT
09.2018 - 10.2021
Customer Relation Advisor / Senior CSE
TECH MAHINDRA BUSINESS SERVICES
05.2016 - 09.2018
Customer Service Representative
BANCTEC TPS INDIA PVT. LTD.
05.2014 - 04.2016
Bachelor of Commerce (B.Com) -
IDOL - Mumbai University