GAURAV JAGGI

• Achieved 35% workforce optimization and 30% cost reduction through enterprise-wide transformation by implementing RPA, OCR, and AI solutions, streamlining service delivery, and strengthening compliance.

Increased Net Promoter Score (NPS) by 75% within six months by leveraging sentiment analysis and predictive modeling, leading a customer-centric transformation to improve service delivery.

Reduced manual oversight by 60% by designing and executing a self-governing operations model, incorporating automated controls, and risk management strategies to enhance compliance.

Revitalized underperforming divisions through strategic leadership and organizational restructuring, directing financial performance improvements, and supporting P&L objectives to drive transformation.

Minimized adverse effects on projects and business operations by proactively identifying risks and collaborating with founder-level stakeholders to strengthen risk management and compliance frameworks.

• Transitioned over 200 FTEs from Mexico and the USA to Manila, reducing manpower costs by over 50% while increasing quality by over 10% through the use of predictive analysis to determine the reasons why customers are calling, with an accuracy of over 98%, using Gen AI models integrated with telephony.

Automated the entire call quality measurement processes outsourced to a third party, which included call cosmetics, in 12 months, thereby saving the organization a fee of over 1.2 million USD in a year by using LLMs without internet connectivity, thereby eliminating risks even before they emerged.

• Led process excellence initiatives, enabling CMMI Level 5 and ISO 9001 certifications through rigorous process standardization.
• Drove a culture of continuous improvement, maintaining a 100% CSAT score across four consecutive cycles, through feedback-led enhancements.
• Managed the successful transition of over 850 FTEs across two countries, with zero SLA breaches, and launched three BCP hubs for operational resilience.

• Managed a $28M portfolio, delivering a 45% gross margin through strategic service design and SLA governance.
• Won back-to-back Client Partner Awards for designing RPA-led innovations that generated over $15M in client value.
• Ensured 100% go-live accuracy for seamless strategic transitions, and led operations aligned with Escrow and KYC regulatory standards.
• Managed multiple projects simultaneously while maintaining focus on meeting key milestones.
• Developed and executed annual business plans, resulting in consistent revenue growth.
• Participated in planning process to achieve corporate objectives.

• Strengthened process quality by embedding compliance checklists post-transition, significantly minimizing risk exposure.
• Generated over $1M in incremental revenue by strategically targeting under-leveraged products.

• Led a high-performance team of 50+ to generate over £6M in revenue from 30,000+ policies.
• Maintained CSAT above 90% consistently through quality coaching, call reviews, and real-time NPS tracking.

• Fast-tracked to a leadership role in 18 months, managing delivery, client communication, and compliance checks.
• Strengthened SLA adherence by implementing structured reporting and exception tracking frameworks.