RAJESH SHRIVASTAVA

Oversaw six global delivery centers, ensuring P&L accountability and strategic planning.

• Achieved care margin uplift from 30% to 70% through effective management.
• Increased revenue per call by 300% and conversion rate by 1100 BP%.
• Boosted tNPS to over 70 while reducing repeat incidents by 600 basis points.
• Reduced average hold time by three minutes, raising SLA to over 90%.
• Eradicated non-value-added activities, fostering a customer-first culture.

• Launched profitable food venture with initial investment of less than $2,000.
• Achieved profitability within six months through lean operational strategies.
• Focused on customer-first approach to enhance satisfaction and retention.

Scaled operations to over 500 FTEs across multiple geographies.

Transformed underperforming partner site into a reliable delivery engine.

• Implemented process improvements to streamline operations and reduce delays.
• Developed operational strategies to optimize productivity across all teams.

Established and scaled offshore delivery operations, achieving over 800 FTEs.

Generated annual savings exceeding €1.7M through automation and lean re-engineering.

Established US Part D vertical, achieving 100% CMS and HIPAA compliance.

Enhanced efficiency by 20% year-over-year through analytics and targeted training.

• Achieved highest ramp for Citibank by managing 200+ FTEs in global delivery.
  Led team to secure #1 global CSAT ranking for three months.
  Ensured lowest attrition across all lines of business through effective leadership.

• Recognized with HCL O2 Award from 2006 to 2008 and received multiple BT accolades.
  Managed training, coaching, quality assurance, and operations for BT processes.
  Achieved best-in-class customer satisfaction and attrition rates through motivation and career development strategies.

• Launched Club Mahindra operations in Kolkata, generating INR 10M revenue in Year 1.
  Promoted to Telemarketing in-charge within 9 months, overseeing national communications.