Dynamic senior executive leader with a proven track record of driving strategic initiatives and achieving impactful results. Expertise in fostering team collaboration and navigating complex organizational challenges to enhance overall performance. Proficient in strategic planning, financial management, and operations oversight, consistently delivering value at all levels of the organization. Recognized for reliability, adaptability, and a steadfast results-oriented approach that propels teams toward success.
Hi, I’m
Arpit Bhargav
Mumbai,MH
Summary
Overview
21
years of professional experience
2
Languages
Work History
Yes Bank Limited
Senior Vice President
12.2021 - Current
Job overview
- Owned the end-to-end technology strategy, infrastructure, and operations for the bank's omnichannel contact center, and dealing room's treasury technical operations.
- Implemented and optimized core systems (Recording Platform, ACD, IVR) to enhance customer experience and agent efficiency.
- Drove automation and AI initiatives (chatbots, RPA) that reduced operational costs and improved self-service adoption.
- Utilized analytics and reporting tools to monitor KPIs, forecast demand, and provide strategic business insights.
- Guaranteed strict adherence to all RBI regulations, data security standards (PCI-DSS), and privacy laws (IRDA).
- Managed vendor contracts, technology budgets, and led a team of 10 technical professionals.
- Restructured departments for increased efficiency, optimizing resource allocation and improving communication between teams.
Alphex Technologies
Director – Customer Experience
03.2021 - 12.2021
Job overview
- Develop and execute a strategic plan to achieve sales targets and expand our customer base.
- Partner with customers to understand their business needs and objectives.
- End-to-end contact center planning, which includes consulting, product finalization, IPT, WFM, REC, VoF, and automation.
- Effectively communicate the value proposition through proposals and presentations.
- Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering a great end-to-end customer experience across stages, channels, and touchpoints in the customer journey.
- Enabling a two-way stream with customer-facing teams through collecting feedback from customer-facing teams to derive meaningful insights for improvements, and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding, and sales teams to align with the larger CX strategy.
Exato Technologies Pvt. Ltd.
GM - CX
08.2020 - 09.2020
Job overview
- Manage skills & learning activities of the team.
- Take care of career development. Building skills on different technologies.
- Creating new opportunities – south & north.
- Manage P&L for Business Unit.
Exato Technologies Pvt. Ltd.
Practice Head – Contact Center
08.2016 - 08.2020
Job overview
- Heading Business unit for Contact Center & IPT Business.
- Defining targets.
- Lead all meeting on technical aspects and commercials.
- Handle customer escalations.
- Manage productivity of all resources.
- Managing the team for support & Project.
- Closely involved with all teams to ensure customer experience.
- Manage & generating leads with sales team.
Nice Systems
APPLICATION EXPERT – ADVANCED SUPPORT
12.2008 - 06.2016
Job overview
- Preparing documents on advanced applications such as NDK, NICE Bridge, SOD.
- Working as team member of Advanced Support Group (ASG) for applications, for APAC and EMEA regions.
- Provide L4 support\Trainings\Consultation to Field engineers\ Tier 2 and IHD teams.
- Solution Testing - Part of team which is responsible for testing and provide feedback on new products\version.
- Responsibility includes consultation and work with R&D for product related issues.
- Reviewing Project Plan from Technical Project Manager\Project Manager & work with them in order to finalize the final POA.
- Solution Architecture - Takes complete responsibility of the Solution Architecture part and provide suggestions\Documents as per requirement
- A Consultant - I also do the role of a consultant during the early phases of the solution, when it needs to gather requirements and work with the sales team to put together a document in return to a Request for Proposal (RFP) from the customer.
- Management - Highlighting Issues\Concerns with higher support\ management team in order to get quick response.
- Pre-Launch Product Team - Being a member of Pre-launch team (Alpha) we do test for all upcoming products and share our feedback with development teams.
Convergys Info Management Pvt. Ltd.
ASSOCIATE – PROGRAMING\ANALYSIS
12.2006 - 12.2008
Job overview
- Responsible for Implementations of Nice Voice recording solution.
- To Handle a team of six coordinators for Administration and Support for NICE.
- To Handle world-wide 60+ clients of Convergys by giving support of Different Call Logging Systems like NICE, E-Talk.
Futuresoft India Pvt. Ltd.
TEAM LEAD
01.2005 - 11.2006
Job overview
- Acting as an interface between the Operations and the Technology team and serving the interests of both the parties in the most efficient manner. It includes interaction with the clients and explaining them the functions and plans carried out in the Technology department to execute the operational targets.
- Monitoring and scheduling all the activities and events happening at the client and server level and ensuring that all the resources are used in the most optimum way possible also forms a part of the job.
Education
Rajasthan University
B. Tech from Electronics
01.2004
University Overview
Skills
Solution Sell
Timeline
Senior Vice President
Yes Bank Limited
12.2021 - Current
Director – Customer Experience
Alphex Technologies
03.2021 - 12.2021
GM - CX
Exato Technologies Pvt. Ltd.
08.2020 - 09.2020
Practice Head – Contact Center
Exato Technologies Pvt. Ltd.
08.2016 - 08.2020
APPLICATION EXPERT – ADVANCED SUPPORT
Nice Systems
12.2008 - 06.2016
ASSOCIATE – PROGRAMING\ANALYSIS
Convergys Info Management Pvt. Ltd.
12.2006 - 12.2008
TEAM LEAD
Futuresoft India Pvt. Ltd.
01.2005 - 11.2006
Rajasthan University
B. Tech from Electronics
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