Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Ashish Aggarwal

Client Manager

Summary

Experienced Operations and Client Servicing Leader with a strategic and impact-driven approach. Skilled in managing global and domestic markets, including the US, UK, and India. Specializes in Telecom, E-commerce, Food Tech, and Insurance industries. Proven track record in driving transformation initiatives, improving customer satisfaction (CSAT, NPS), and implementing AI/automation for process enhancement. Capable of managing multi-client, multi-LOB environments and aligning cross-functional teams for scalable results. Certified in management with expertise in stakeholder engagement, process optimization, and technology integration.

Overview

14
14
years of professional experience
5
5
Certifications

Work History

Lead-Portfolio Management

CAPGEMINI
11.2021 - Current
  • Balanced long-term strategic goals with short-term operational demands by translating business strategy into actionable project deliverables.
  • Led end-to-end change management initiatives, influencing stakeholders and optimizing processes to drive continuous improvement.
  • Oversaw collaborative workstreams, ensuring governance through scheduling, risk management, and issue resolution.
  • Prioritized customer satisfaction using post-project NPS tracking and aligning deliverables to global brand and consumer lifecycle.
  • Conducted customer service audits and introduced AI-based ticket routing, reducing resolution time by 30%.
  • Integrated Microsoft PPM with SAP and LeanIX to streamline project delivery and resource governance.
  • Delivered flexible service models with transparent cost structures and adaptable scopes.
  • Implemented phased rollout of new PM system with workshops and feedback loops, boosting team productivity by 30%.
  • Evaluated process automation tools by defining KPIs, tracking outcomes, and creating feedback mechanisms.

Lead-Process Assurance

WEBHELP
08.2017 - 10.2021
  • Led cross-functional teams across 27 sites in UK, US, ZA, and India, managing Quality Frameworks and Customer Experience delivery.
  • Collaborated with client stakeholders (Planning, Insight, Ops) to align performance metrics with customer satisfaction goals (NPS, CSAT, FCR).
  • Managed Quality and Customer Experience services for clients across Telecom (Vodafone), Retail (Adidas, ASDA), Airline (EasyJet), and Logistics (Yodel).
  • Drove alignment between onshore and offshore teams and handled client escalations and risk management.
  • Supported automation initiatives for quality and feedback analysis to improve issue detection and resolution rates.

Team Leader

S.C. HORIZONS CONS. PVT. LTD.
09.2014 - 08.2017
  • Led quality assurance processes, root cause analysis, and statistical review for trend identification.
  • Delivered training across Workflow, Enrollment, and Claims to ensure HIPAA compliance and accuracy.
  • Played a key role in designing and launching 'DentBill' software – from ideation to testing, helping secure 30+ clients.
  • Supported basic automation by implementing workflow-based task routing and ticket validation systems.

Associate Analyst

INSUREPRO
10.2012 - 03.2014
  • Conducted detailed client data analysis and processed US workers compensation applications.
  • Supported underwriting by evaluating financial metrics and preparing loss projections and executive summaries.
  • Enhanced customer engagement through accurate financial reporting and tailored loss analysis, improving client retention.

Associate Operations

DXC TECHNOLOGY
05.2011 - 07.2012
  • Analyzed accounting systems for Auto and Home P&C insurance to identify settlement discrepancies.
  • Managed premium processing via LIDS and Citrix for Lloyd's of London, collaborating with brokers like Marsh, AON, Willis.
  • Certified in CII (P&C Insurance); leveraged UK insurance expertise to support underwriter operations.

Education

PGCBM -

XLRI Jamshedpur

Bachelor of Commerce - undefined

University of Delhi

Skills

  • Customer support systems

  • Quality assurance tools

  • Supplier relationship management

  • Utilization of NPS, FCR, and CSAT metrics in project execution

  • CRM & Operations Tools: Microsoft PPM, SAP, LeanIX, Jira, ServiceNow, Salesforce (Basic), Citrix, LIDS

  • Analytics & Automation: AI/ML ticket routing tools, Workflow Automation Suites

  • Platforms: Contact Centre Systems, QA Tools, Vendor Management Systems

  • Certification: Enable 20 (People leadership, client servicing and Innovation), Lean Six Sigma Yellow Belt, Scrum master (1st level), Project Management, SAP

Websites

Certification

Enable 2.0 (People leadership, client servicing and Innovation)

Timeline

Lead-Portfolio Management

CAPGEMINI
11.2021 - Current

Lead-Process Assurance

WEBHELP
08.2017 - 10.2021

Team Leader

S.C. HORIZONS CONS. PVT. LTD.
09.2014 - 08.2017

Associate Analyst

INSUREPRO
10.2012 - 03.2014

Associate Operations

DXC TECHNOLOGY
05.2011 - 07.2012

Bachelor of Commerce - undefined

University of Delhi

PGCBM -

XLRI Jamshedpur

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Ashish AggarwalClient Manager