Behzad Magra

Leading Global and LATAM Program Support & Admissions teams across India and LATAM, driving operational efficiencies & learner experience through cost optimization, automation & process improvements.

• Spearheaded ISO 9001 certification, developing SOPs, SIPOCs, and risk matrices; liaised with external auditors.

• Delivered key automation wins: reduced assignment extension requests by 15% ($25K/year), cut certificate reissue volumes by 5% ($4K), and streamlined email workflows ($10K).

• Scaled 24/7 chat support to handle 3K+ monthly queries, achieving >98% CSAT.

• In FY25, drove $414,942 in revenue through monetizing deferments ($110,804) and retention of refund cases ($304,138); introduced extension fee projected to add $340,000 in FY26.

• Implemented AI Bot, deflecting 34% of learner queries and reducing tickets per learner by 8%, improving efficiency.

• Boosted customer satisfaction: LATAM C-SAT rose from 89.9% to 93.53%, Global C-SAT from 95.76% to 96.56% through proactive initiatives and addressing customer pain points.

• Managed 200+ FTEs and 12 team leads across email and chat

care teams, achieving key KRAs for West Zone operations.

• Developed and scaled chatbot functionality, reducing chat inflow

by 65% with 95% query accuracy.

• Streamlined service request workflows (e.g., eSIM, retention,

onboarding), improving process efficiency by 20%.

• Oversaw operations transition for Aegis, Concentric, and Wipro,

scaling headcount by 500+ across three cities.

• Recognized for reducing process bottlenecks and enhancing

customer experience through automation.

• Led 80 associates and 5 team leads across automation, research,

and manual attribution queues, improving allocation efficiency by
15%.

• Implemented process improvements, reducing manual errors by10% through workflow automation.

• Progressed from Quality Analyst to Group Leader, managing

corporate customer care operations.

• Piloted Proactive Service Recovery (PSR) project, adding billable

FTEs and reducing DoT complaints by 25%.

• Improved CSAT by 10% through continuous improvement initiatives..

Received Wipro BPO Excellence Award (Q4 2013/14) for

outstanding performance and process innovation.