Bhavish Raj
Bengaluru
Summary
Results-oriented Customer Experience and Operations Leader with 22 years of experience in contact center management and process transformation. Expert in driving improvements in KPIs through data analysis and team leadership, managing teams of over 150. Focused on stakeholder engagement, automation strategies, and continuous improvement to exceed organizational goals.
Overview
22
22
years of professional experience
Work History
Manager, Analyst
PayPal Customer Solutions
01.2020 - Current
- Lead analytics and customer experience strategy initiatives
- Drove insights from large datasets, identifying performance gaps and areas for improvement
- Delivered dashboards and reports, facilitating informed decision-making for leadership
- Partner with product, QA, and operations teams to implement process improvements
- Ensured delivery of SLAs and KPIs across customer support channels, maintaining service standards
Senior Manager & Various Roles
iEnergizer Inc.
Noida
01.2004 - 01.2020
- Oversaw operations for large customer support teams, ensuring alignment with organizational goals
- Directed hiring, training, and performance management initiatives to build a high-performing team
- Improved operational KPIs through continuous improvement strategies
- Facilitated client communication and conducted business reviews to strengthen relationships and drive satisfaction
- Conducted audits and ensured compliance with process standards
Education
MBA - Marketing
ICFAI
01-2015
BSc - Physics
IGNOU
01-2011
Skills
- Project Management
- Data analytics
- Process improvement
- SLA management
- Customer experience
- Quality assurance
- Stakeholder engagement
- Team leadership
- CRM tools (Salesforce, LivePerson, RightNow)
- Analytics tools (Tableau, MicroStrategy, Looker)
- Operations management
Accomplishments
- Improved CSAT by ~12% through targeted quality and training interventions
- Reduced AHT by ~15% via process optimization and workflow redesign
- Led operations of 150+ advisors and 10+ team leaders
- Implemented analytics-driven performance tracking improving productivity by ~18%
- Represented organization in international business review (USA)
- Turned around underperforming talent by leading structured PIP interventions, resulting in 90% successful recovery and sustained performance gains.
Timeline
Manager, Analyst
PayPal Customer Solutions
01.2020 - Current
Senior Manager & Various Roles
iEnergizer Inc.
01.2004 - 01.2020
MBA - Marketing
ICFAI
BSc - Physics
IGNOU