Rajesh Shankar
Bangalore
Summary
Strategic Process Excellence & Customer Support Leader with 15 years of experience driving digital transformation, customer experience enhancements, and operational efficiency. Proven success in Gen AI and RPA implementation, Lean Six Sigma methodologies, and stakeholder alignment to reduce cost, improve service metrics, and transform customer operations. Expert at improving KPIs like Cost per Interaction (CPI), First Contact Resolution (FCR), C-SAT, and Average Handling Time (AHT). Adept in deploying Chatbots, Smart IVRs, and NLP automation to increase self-service adoption and reduce support dependency.
Overview
6
6
years of professional experience
Work History
Sr. Manager – Quality & Process Excellence
Jupiter Money
Banglaore
09.2023 - Current
- Reduced repeat rate from 12% to 4% via root cause analytics and VOC mapping
- Improved resolution time by 40% using process mining and automation
- Scaled email automation from 10% to 36%; reduced in-app support from 25% to 8%
- Rolled out enterprise-wide digital learning modules and redesigned audit frameworks
- Introduced real-time dashboarding for SL, FCR, AHT, and Repeat
- Digital Learning module implementation
- Knowledgebase design and development accessible across Organization
- Quality audits enrichment by using tools such as FMEA, RCA, Pareto principles which helped to improve insights for operations, business, tech and product
- Revamping CAPA, ZT in compliance with HR and Legal
- Implemented and developed operational standards, policies and procedures.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
Manager – Quality & Process Excellence
Navi Technology
Banglaore
12.2021 - 09.2023
- Cut AHT from 8 min to 4 min via RPA and NLP workflows
- Improved chat-bot / IVR containment rates and reduced contact load by 2x
- Implemented knowledge base and audit tools (FMEA, RCA, Pareto) across org
- Delivered PAN India rollout of e-learning and SLA-driven QA tracking
- Process Training | Soft skill training | System training.
- NHT to OJT: Throughput | First Pass | Learning curve management.
- TNI: Coverage | Pre Post analysis | Categorization.
- PKT | SKT | Learning accelerated program management.
- Built ADDIE-based learning journeys.
Manager - Training & Quality
Bewakoof
Banglaore
04.2021 - 12.2021
- Process Training | Soft skill training | System training.
- NHT to OJT: Throughput | First Pass | Learning curve management
- TNI: Coverage | Pre Post analysis | Categorization.
- PKT | SKT | Learning accelerated program management.
- Built ADDIE-based learning journeys.
- Kirkpatrick 360 feedback to iterate on impact-based content evolution.
- Enhanced employee performance by developing and implementing comprehensive training programs.
Manager – Operation Training
Bounce
Banglaore
02.2019 - 03.2021
- Process Training | Soft skill training | System training.
- NHT to OJT: Throughput | First Pass | Learning curve management.
- TNI: Coverage | Pre Post analysis | Categorization.
- PKT | SKT | Learning accelerated program management.
- Built ADDIE-based learning journeys.
- Kirkpatrick 360 feedback to iterate on impact-based content evolution.
Education
Bachelor of Commerce -
PG – DSML - undefined
Six Sigma Black Belt -
Skills
Lean Six Sigma (DMAC SPOC FMEA)
- Process Mining
- Process Transformation
AI - Automation
RPA & NLP
Chatbots to Conversational QA
- IVR Design
- Predictive Analytics
- KPI Dashboards
- Data Storytelling
- CX Metrics
SLA AHT FCR CSAT
- Cost per Interaction Reduction
- Digital Learning Design
ADDIE & Kirkpatrick
SOPs & Knowledge Base Development
Coaching & Mentoring
SMART STAR
- VOC Management
- Escalation Management
- Stakeholder Collaboration
- Quality Governance
CAPA & CAP & ZTP
Accomplishments
- Mentored and coached three waves of Process Excellence (PE) team members promoted through IJP, using SMART goals and STAR methodology.
- Improved team productivity by 25% through agile practices, time-tracking tools, and structured performance rituals.
- Designed interactive SOPs and training dashboards that directly aligned learning initiatives to key operational KPIs like AHT, QA score, and FCR.
- Increased bot containment from 45% to 78% and IVR containment from 20% to 40% by implementing AI/NLP-powered workflows.
- Reduced support email volume from 60% to 8% through proactive customer engagement and self-service enablement.
- Decreased Average Handle Time (AHT) from 8 minutes to 3 minutes using RPA tools and intelligent process redesign.
- Improved 90th percentile response time from 8 minutes to 10 seconds by deploying dynamic IVR flows and smart routing logic.
- Identified and resolved escalation delays using FMEA and process mining, enhancing first-time resolution and operational efficiency.
- Achieved a 66% reduction in repeat contacts (from 12% to 4%) through clustering and regression-based root cause analysis.
- Improved First Contact Resolution (FCR) by 36% by refining journeys based on interaction insights.
- Increased Customer Satisfaction (CSAT) from 70% to 85% (a 21% improvement) by addressing dissatisfaction drivers and refining feedback loops.
Previous Roles
- Manager Training, Aegis Pvt Ltd, 11/17, 09/18
- Manager Training, IGS Pvt Ltd, 02/17, 11/17
- Trainer, Myntra Pvt Ltd, 12/13, 02/17
- Lead Trainer, United Health Group, 12/12, 12/13
- Associate Manager Training, IGS Pvt Ltd, 08/08, 12/12
Timeline
Sr. Manager – Quality & Process Excellence
Jupiter Money
09.2023 - Current
Manager – Quality & Process Excellence
Navi Technology
12.2021 - 09.2023
Manager - Training & Quality
Bewakoof
04.2021 - 12.2021
Manager – Operation Training
Bounce
02.2019 - 03.2021