Rohini Sadasivan
Mohali
Summary
Strategic operations executive with 20+ years of global leadership experience scaling high-performance Customer Experience and Vendor Management ecosystems for Fortune 500 enterprises including Amazon and Dell. Proven track record of owning multimillion-dollar P&Ls, leading organizations of 2,600+ FTE, and driving operational excellence across distributed, multi-site environments.
Expert in service delivery governance, workforce strategy, cost optimization, and AI-led operational transformation, consistently improving SLAs, reducing attrition and shrinkage, and enhancing EBITDA impact through data-driven decision-making. Strong cross-functional leader partnering with Product, Engineering, Finance, WFM, HR, and external vendors to align execution with business strategy.
Certified Lean Six Sigma practitioner with deep expertise in process optimization, automation adoption, capacity planning, BCP, and large-scale outsourcing strategy, transforming cost centers into scalable, performance-driven value engines.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Sr. Manager, Operations
TaskUs India Pvt. Ltd.
12.2024 - Current
- Owned end-to-end service delivery, P&L governance, and SLA performance for a scaled CX portfolio; drove +20pp DWR improvement (52% → 72%) between Jan–May 2025, exceeding the client target of 71%, through data-driven performance management, executive business reviews, and KPI governance frameworks.
- Improved EBITDA impact and cost optimization by reducing operational leakage—cutting Attrition from 11% to
- Led large-scale business expansion, onboarding and stabilizing +400 FTE into the phone queue while protecting SLAs, optimizing cost per FTE, and aligning cross-functional stakeholders across Operations, WFM, HR, Quality, and Client Leadership.
- Partnered with Quality and Client stakeholders to elevate Quality Scores and compliance metrics by redesigning governance mechanisms for update cascades and tool adoption; spearheaded phased automation transition to Observe.AI, driving operational transformation, change management, and productivity gains.
- Institutionalized performance governance and succession depth by shifting the operating model toward structured strategic planning—embedding Training Roadmaps, Refreshers, redesigned Nesting Goals, Internal Development Plans, fair R&R frameworks, and work-life balance initiatives to strengthen leadership pipeline and organizational resilience.
- Spearheaded frontline capability transformation through launch of Comm Bay and Res Bay performance labs and conducted weekly “Back to Basics” leadership forums for TLs and OMs, enhancing managerial effectiveness, accountability, and execution discipline across the span of control.
Associate Vendor Manager, India Customer Service
Amazon India Pvt. Ltd.
10.2022 - 06.2024
- Managed the Amazon outsourced network, operations with 2600+ employees across 4 locations, cultivating operational excellence and enhancing the overall governance across customer experience, training and commercial delivery.
- Launched and executed multiple high impact projects across the Global Outsourcing business, reducing invalid concession rates to
- Delivered strong governance and inspection frameworks across third party vendor commercials, customer experience outcomes and business planning cycles.
- Supported the overall commercial compliance initiatives by working with the GO team to develop, compile and distribute standardized procedures in accordance to Amazon policies, procedures and philosophy.
- Spearheaded the successful launch of a 300+ headcount site for a key vendor partner, overseeing end-to-end planning, execution, and integration. Delivered a fully operational site that achieved performance targets within the first quarter, aligning with Amazon’s high operational standards.
- Network captain for Great Indian Festival Sale (Diwali Sale Event) for 2023, supported 10MN+ customers with team size of 15K employees spread across 16 locations.
- Exceeded the people, quality and productivity metrics. Leverage diverse data sources to monitor existing metrics, develop and propose new metrics and generate innovative ways to analyze, evaluate and measure vendor performance.
- Collaborated with Analytics Teams on generation of reports & dashboards to aid better insights and analytics.
Sr. Manager, Operations
24-7 Intouch
01.2022 - 05.2022
- Led end-to-end service delivery for three portfolios across multi-site India operations, overseeing 800+ FTE (8 OMs, 40 TLs) and partnering with APAC global stakeholders to standardize operating models, strengthen governance rhythms, and align execution to the OCP strategic roadmap.
- Architected a rapid CX performance turnaround, increasing Net Promoter Score (NPS) from 36% to 53% within 60 days by implementing Lean-driven process redesign, KPI governance frameworks, and structured performance accountability across management layers.
- Transformed real-time operations and capacity planning models, reducing customer queue wait times from 25–30 seconds to 8 seconds, optimizing workforce utilization, SLA adherence, and cost-to-serve through data-led demand forecasting and execution rigor.
- Embedded scalable operational excellence mechanisms, eliminating non-value-added activities and strengthening cross-functional collaboration across Recruitment, Training, WFM, and Global Leadership to drive sustainable performance outcomes
Manager, Operations
Sitel
12.2020 - 01.2022
- Led cross-border Chat Line of Business (LOB) operations across India and the Philippines, overseeing 250+ FTE (Associates, TLs, SMEs) and driving SLA governance, workforce strategy, and service delivery performance in a distributed operating model.
- Spearheaded large-scale workforce expansion, successfully ramping 400 FTE within 5 months in a fully remote environment, architecting end-to-end hiring, onboarding, training, and capacity planning frameworks to meet aggressive client growth targets.
- Owned KPI performance and client deliverables, implementing structured performance management systems, coaching frameworks, and capability development programs that improved NPS by 10% month-on-month, strengthening customer experience and retention outcomes.
- Partnered with Recruitment, Training, WFM, and Client Leadership to align operational execution with commercial objectives, ensuring scalable processes, quality compliance, and sustainable performance stabilization during rapid growth.
Team Manager, Premium Support for Partners and In-House
DELL Technologies
09.2011 - 10.2020
- Awarded Bronze Award for achieving 90% Customer Experience (CX) target while reducing Quick Call Rate (QCR) from 25% to 16% (Q1 FY’19) through structured performance governance and quality optimization.
- Drove high employee engagement, securing consistent placement in the Champion’s Quadrant (Tell Dell Global Survey), achieving a peak score of 99%.
- Enabled internal talent mobility, facilitating 8 vertical movements (FY’19) and 5 (FY’20) through structured coaching and career development planning.
- Accumulated 9 years of leadership experience in Technical & Premium Support environments, strengthening service delivery and operational discipline.
Asst. Manager II, Technical Support
WIPRO Limited
10.2004 - 09.2011
- Led three teams (60 Technical Support Executives) supporting a high-volume UK ISP, consistently exceeding SLAs and business objectives through performance management and service governance.
- Spearheaded multiple client pilot programs, strengthening partner relationships and contributing to portfolio expansion.
- Delivered technical support for Dell US Consumers, achieving zero transfer rate through first-call resolution of complex hardware, software, and networking issues.
- Built 7 years of technical leadership and service delivery experience across enterprise support environments.
Education
High School Diploma -
Notre Dame Academy
Patna, India03-2002
BA (Honors) - English
Shobhit University
01-2013
MBA - Marketing Management
Amity Univeristy
New Delhi, India12-2026
Skills
- Operational Excellence & Transformation: Lean Six Sigma Green Belt Process Re-engineering Service Delivery Governance Data-Driven Decision Making Performance Benchmarking AI & Automation Enablement ITIL Foundation
- Global Operations & Workforce Leadership: Multisite Operations Leadership Global Vendor Management & Outsourcing Workforce Strategy & Capacity Planning SLA / KPI Governance Risk Management & BCP Cross-Functional Executive Leadership
- Financial Management & Strategic Planning: P&L Ownership Cost Optimization & EBITDA Impact Financial Forecasting & Budgeting Revenue Leakage Reduction Commercial & Contractual Compliance
- Customer Experience & Program Leadership: Customer Experience (CX) Transformation NPS Improvement Program & Portfolio Management Stakeholder Management Change Management
Certification
- Certified Lean Six Sigma Green Belt
- Certified ITIL Foundation v3 (2015)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Advanced (C1)
Tamil
Elementary (A2)
Timeline
Sr. Manager, Operations
TaskUs India Pvt. Ltd.
12.2024 - Current
Associate Vendor Manager, India Customer Service
Amazon India Pvt. Ltd.
10.2022 - 06.2024
Sr. Manager, Operations
24-7 Intouch
01.2022 - 05.2022
Manager, Operations
Sitel
12.2020 - 01.2022
Team Manager, Premium Support for Partners and In-House
DELL Technologies
09.2011 - 10.2020
Asst. Manager II, Technical Support
WIPRO Limited
10.2004 - 09.2011
BA (Honors) - English
Shobhit University
High School Diploma -
Notre Dame Academy
MBA - Marketing Management
Amity Univeristy