Kshitiz George

Directed the operations of Assistance Centres across multiple languages and geographies.
Successfully oversaw Hospitals Operations, Enterprise Operations, and Sales and Dispatch (Road and Air Ambulance).
Spearheaded the achievement of world-class performance, focusing on KPI improvement and operational excellence.
Established robust SOPs, optimized processes, and implemented a comprehensive Quality and Training framework.

Progressed from Director of Operations to Assistant Vice President, showcasing consistent high performance.
Managed Student Concierge operations across 7 countries, ensuring global service excellence.
Led both Tech and Non-Tech verticals related to student support, from class-related tech issues to curriculum and certificates.
Initiated and built a concierge service from the ground up, establishing a model for world-class service delivery.
Achieved industry-leading KPIs, including a 99% answering rate, less than 1-second response time for chats, and a 70% NPS month on month.

Key Achievements:

Managed accounts for prominent organizations, including Reliance General Insurance, Kotak and HDFC Bank, Bajaj Appliances, Metropolis Diagnostics, and Flipkart.
Successfully delivered on client KPIs, showcasing a commitment to meeting and exceeding performance expectations.
Streamlined operational processes, achieving all KPI targets and reducing attrition levels to less than 8%, a notable accomplishment in the third-party BPO setting.
Improved engagement across teams and built strong relationships at all levels, contributing to enhanced performance outcomes.

• Attracted and retained new members through organizational rebranding and targeting marketing campaigns to specific audiences.
• Attended weekly meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies and decisions.
• Increased company growth through collaboration with sales and marketing departments.

• Joined First Source Solutions in 2011 as Manager Operations
• Managed West Region of Telemedia Business for Airtel Successfully and turned around business which was not doing well
• Within Year Streamlined KPI and Process of West Region and took over North Region as well
• Got Promoted Sr Manager in 2014 and moved to Indore which was not doing well
• Managed DTH business of Airtel and successfully streamlined
• Post successful stabilizing Indore centre moved to Jalandhar , which was problematic for FSL and was on verge of closure
• Identified root cause , and built strong relationship with Prepaid Leadership of Airtel by giving them confidence to turnaround business
• Promoted Deputy General Manager in 2016
• Successfully brought all People issues , Process and KPI's in control and started meeting Targets
• Altruist Technologies took over First Source Domestic business in 2018 , moved to Noida and got promoted as General manager
• Managed Vodafone , Samsung , Airtel and NSDL ( Govt Account )
• All these businesses were not doing well and clients were not having confidence
• Successfully built confidence in leadership and clients and started meeting KPI targets
• Got additional responsibility of managing Jaipur centre and later also took over Shimla and Parwanoo

• Joined RBPO as Sr Executive and was working with Maharashtra Circle for Reliance Inhouse Post Paid Business
• Based on good performance transferred to Billing escalation L2 Desk
• Became SME of Billing escalation desk and started taking additional responsibilities like training new agents , coordinating with process teams , working closely with team leaders and learning reports and other work
• Got Promoted team leader in Billing Escalation desk and was solely responsible for process improvement, Quality coordinator , Training
• Got Promoted AM and moved to Delhi Prepaid Circle
• Started taking additional responsibilities in absence of manager , use to attend reviews with HOD
• Managed multiple central desks and telecom circles