Rohan Bhusari

A persuasive and influential C-level executive with nearly 13 years of robust and diverse experience in Strategic Client Success Management, Customer Experience, Digital Customer Service, Business Transformation and Automation, Call Centre Operations, Escalations Management, Business Excellence, Compliance, Vendor Management, Service Delivery, Policies, and Financial Oversight across the BPO and NBFC industries.

• Combined customer-focused mindset with career long record of promotion, stakeholder satisfaction, team building and strategic insight, poised for next level of success in Senior Management Role
• Operations Specialist with expertise in Operations Management, Process Excellence, Service Branch Management – PAN India and People Management
• People Leader, successfully leading and managing teams of Inbound & Outbound Contact Center's, Back Office, Complaint, Escalation Management, E- mails, Chat Bot, App/Web, in cross-cultural environment towards growth and success in the organization
• Designed strategic transition plans and implemented a target operating model that leveraged new business enablement, reduced costs and streamlined operations to ensure competitiveness in a global market
• Extensive experience in working on RPA (Robotic Process Automation), ML (Machine Learning) and BOT in Bajaj Finserv
• Strong experience working with recording platforms (NICE/Verint/VOIP) & CRM for data management, Inbound, Outbound (Customer Service & Technical Support), Outbound selling & B2B projects (Finance/Telecom/BPO Processes)
• Exceptionally organized who orchestrated leadership skills in Call Centre Planning, Designing, Setup, Commissioning, Transition, Capacity Upgradation & Augmentation
• Proven track record in managing escalations, thereby ensuring highest levels of customer satisfaction through problem-solving skills and First Time Right Approach
• Well-organized with a record of utilizing sound understanding of the levers and drivers for churn and things that can be changed and presented to customers as a means to save them, which also makes commercial sense to a business
• Value added to the company by incorporating dynamic scenarios to assist customers and eradicate need for agent
• Participated in and recognized for Salesforce CRM migration from V1 to V2
• Client-centric approach with expertise in addressing client priorities and resolving issues within prescribed timeframes, resulting in client delight and high compliance scores
• Showcased excellence in managing major contact center indices like customer experience index, issue resolution, service level, occupancy, average handle time, achieving high closure % of complaints and reduction of turnaround time for customer complaint

• Resolved product issue through consumer testing.
• Supervised team of 100+ staff members.
• Collaborated with team of 50 in the development of Loan cancellation (LIFE Project).
• Used Microsoft Excel to develop Limit increase auto calculating spreadsheets.