Piyush Shukla

• A competent professional with 16 years of experience with the best set-ups in the telecom industry, expertise in managing the entire gamut of Customer Service Operations, Customer Experience & Expectation Management and Project Management
• Managed multiple Service Partners with set-ups at different geographies, framed work direction for these business units after assessment of capabilities.
• Managed to work in diverse sectors like Telecom, Ecommerce, Government Project, Automobile and BFSI etc.
• Managed diverse verticals like Operations, Training & Quality and consistently grown across the hierarchy by successfully delivered the business KPI’s.
• Conceptualizing and implemented short/long term strategies for maximizing profitability, optimizing cost & generating revenue for Customer Service Dept. with the organizational goal of Customer First.
• Managed projects to enhance usage and potential of IVR, Chat Bot and other Self-Help applications.
• Result-oriented professional with expertise in framing work direction & plan by capability development, setting up targets, SOP & SLA, maintaining CTQ (Critical to Quality)/CTP (Critical to Process) targets with the focus on Customer Experience (NPS) and cost reduction with business efficiency.
• Proficient in identifying training needs across levels roles and analyzing existing level of competencies; understanding training requirements and customizing learning projects for achieving the growth of the company.

• Lead Manager in Quality, Tech Mahindra Ltd., Noida, 12/20, present, Currently managing Qualitative Matrices of multiple accounts running from multiple location across India, These accounts are of various types in their nature of business-like E-commerce (food services, daily needs, electronics etc.), banking, Motors etc., Responsible for end-to-end setup of Quality and aligning Team on customer's demand, Being direct client facing for various requirements., Ensuring Project Compliance, ISO Certification, Hygiene Compliance and other, Being responsible for overall Quality structure from manpower to KPIs target achievement, Driving Quality performance along with customer experience as well as process compliance, Reviewing and Standardizing processes docs to run the business smoother, Preparing Top management level presentations and data points, Initiative at Pan India level for enhancing customer's experience, Ensuring intact manpower and low attrition rate to ensure Quality people with right quantity., Ensuring Process running towards profit and growing
• Manager in Quality, Tech Mahindra Ltd., Noida, 05/18, 12/20, Managed leading Telecom account Pan India running at 8 different locations serving 13 circles., Approx. 3000+ headcount, 8 AMs, 4 QTLs are reporting directly, Responsible for end to end setup of Quality and aligning Team on customer's demand, Being direct client facing for various requirements., Being responsible for overall Quality structure from manpower to KPIs target achievement, Driving Quality performance along with customer experience as well as process compliance, Reviewing and Standardizing processes docs to run the business smoother, Preparing Top management level presentations and data points, Initiative at Pan India level for enhancing customer's experience, Ensuring intact manpower and low attrition rate to ensure Quality people with right quantity., Ensuring Process running towards profit and growing
• Quality Manager, Aegis BPO, Noida, 04/16, 05/18, Handled a premium desk of leading telecom company for two prime circles of India at center level, Total Strength of Premium process - (8 QAs and 2 QTLs), Responsible for Quality KRAs like Repeat, TNPS, Knowledge awareness, Quality Service on each interaction, TNI, NHIP certification and, Analysis on KPIs dipped., Initiated Quality Approach Documents with all to fix the basics of a process, Responsible for Compliance of Quality basics (Calibration, Audit Compliance, Variance management etc.), Responsible for insight on Process level to make the service better for the customers, Presenting Quality in reviews with Internal or External clients, Best Practice Shared with other location on business calls, Drives Team Engagement & Learning Program (Excel Classes, Email etiquettes, Effective Feedback session, Analytical Skills classes e.g. 7 QC Tools, 5 Why Analysis & RCA etc
• Assistant Manager in Quality, Aegis BPO, Lucknow, unknown, unknown, Handled a premium desk of leading telecom company for 2 circles of India at center level, Total Strength of Premium process - (3 QAs and 1 Business QA), Responsible for Quality Matrices like - Call Quality, CSAT, Repeat, NPS and Other compliances, Initiated Quality Approach Documents with all to fix the basics of a process, Launched a Repeat Project Called - 'PUNCH' in just 1 month tenure and successful Repeat reduced by 56% to 38% on current month, Regular Drive on Call Quality and customer experience (Both circle improved in Quality & CSAT by 7%-8%)
• Assistant Manager in Quality, Aegis BPO, Gurgaon, unknown, unknown, Handled 3 circles airtel Postpaid and Pan India Circles of Airtel Money (Inbound+inbound Sales+Email+Outbound) from Gurgaon location, Handled 8 Qas including both circles along with 1 Airtel MIS Resource, Responsible for Quality Matrices like - Call Quality, Repeat, NPS and Process compliance, Launched Repeat Project - Repeat Marshal and seen efficacy of 6% on overall Repeat, Prepared QAD (Quality Approach Document) for everyone's understanding on Quality standard, Presenting Quality in reviews with Internal or External clients, Drives Team Engagement & Learning Programs, Drives Team Engagement & Learning Program (Excel Classes, Email etiquettes, Effective Feedback session, Analytical Skills classes e.g. 7 QC Tools, 5 Why Analysis & RCA etc
• Assistant Manager in Training & Quality, Cogent E Services Private Limited, Bareilly, 04/13, 05/14, Took care of the process of about 850 agents providing Customer Service for a leading domestic telecom client., Responsible for all delivering for client, shareholder and people metrics i.e. Positive verification, Training content delivery for Verification Process and Mobility, Call Quality, CSAT, NSS, Repeat etc., Worked closely with the client to coordinate for all new communication and its dissemination., Prepared National Live SOP's for TV in Mobility and DTH business., Responsible for all the Review and Reports Internal/External., Responsible for Task allocation for all the Quality Analyst and Training and to keep a close check of timeliness., Responsible for Special projects (Improvement of ACHT, CSAT, Repeat and C.Q), Active participation in recruitment to ensure quality hiring., Managing and generating Bottom Quartile of the process and post training Efficacy., Responsible for calibration with cross domain along with Client, Responsible for all kind of process highlights and issues, Responsible for Client confirmation on product update with current population of floor, Key Role in driving all Airtel Projects (Project Concord, Zenith, Nesting, Last Mile etc), Preparing Monthly and Quarterly Business Report for All LOBs., Responsible for floor Audit as per CSRs Category, Responsible for all kind of refreshers as per Internal and external requirements, Responsible for Dipstick on daily updates., Responsible for end to end to interaction with client., Responsible for Review and Reports
• Team Leader in Quality, Aegis BPO, Lucknow, 03/09, 04/13, Managed the process of about 1500 agents providing Customer Service for a leading domestic telecom client., Responsible for all delivering for client, shareholder and people metrics i.e. Call Quality, CSAT, NSS, Repeat etc., Work closely with the client to coordinate for all new communication and its dissemination., Responsible for all the Review and Reports Internal/External., Responsible for Task allocation for all the Quality Analyst and to keep a check of timeliness., Responsible for Special projects (Improvement of ACHT,CSAT and C.Q), Active participation in recruitment to ensure quality hiring., Managing and generating Bottom Quartile of the process and post training Efficacy also generated, Responsible for ACHT of the process through AHT Baseline., Responsible for calibration with cross domain along with Client, Responsible for all kind of process highlights and issue, Responsible for Client confirmation on product update with current population of floor, Key Role in driving all Airtel Projects (Project Concord, Zenith, Nesting etc), Preparing Monthly and Quarterly Business Report for All LOBs.
• Executive(Operations), MPHASIS an EDS Company, Noida, 12/06, 11/08, Customer Service issue resolution., Generation of monthly reports, Provide customer service with the human interface., Other duties as assigned to meet business needs.

• Date of Birth: 12/18/84
• Gender: Male
• Nationality: Indian

Lean Six Sigma Black Belt