ROHIT SRIVASTAVA
Noida
Summary
Over 22 years of experience in Product Support and Sales, driving customer satisfaction and revenue growth through strategic initiatives. Expertise in transforming support functions into revenue-generating assets, focusing on customer success and retention. Proven track record in establishing and scaling global contact centers, enhancing service quality and employee engagement. Committed to leveraging technology and analytics to optimize customer experiences and deliver measurable results in operational efficiency and revenue generation.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Director - Customer Support and Growth
ADOBE Systems India Private Limited
Noida
12.2021 - Current
- Led operations for four contact centers in India, supporting customers from more than 150 countries
- Collaborate and execute with regional leaders and global teams to set and adjust CX support and growth strategies over 1-3 years, keeping them aligned with what customers and the market really need
- Delivered strong results on key business goals—customer experience, retention, and sales—by driving smart initiatives that often went beyond expectations
- Streamlined specialized teams by bringing them together, cutting down customer handoffs and making it easier and faster to get issues solved
- Drive real-time sentiment tracking, usage, and adoption to help agents better understand how customers feel, allowing for more thoughtful and effective responses
- Experimenting with technology like AI to nurture digital-human partnerships to boost agent capabilities, letting people focus on what they do best while technology handles routine tasks
- Used AI-driven automation and predictive insights where it made sense to speed up work, reduce errors, and free up agents’ time for higher-value support
- Built multilingual teams using real time translation technologies like Geo fluency to provide consistent, high-quality help in multiple languages
- Led the full setup and launch of two contact centers in India and one Remotely in Korea
- Redesigned customer retention programs to increase loyalty and lower churn, fully supporting Adobe’s focus on long-term customer relationships
- Drove better productivity and retention in EMEA centers through hands-on coaching, clear performance tracking, and strong leadership support
Group Manager, CX Delivery
ADOBE Systems India Private Limited
08.2017 - 11.2021
- Negotiated contracts with vendors to optimize costs and services provided.
- Implemented process improvements to enhance vendor performance evaluations.
- Managed day-to-day communications with multiple vendors simultaneously.
- Performed periodic audits of vendors' activities to ensure contractual obligations were met.
- Conducted market research to identify potential new vendors.
- Implemented quality assurance measures to improve service delivery standards.
- Developed comprehensive customer support strategies to enhance service delivery.
- Implemented CRM tools to streamline sales processes and improve tracking systems.
- Collaborated with other departments such as marketing, operations and finance in order to ensure successful outcomes from sales initiatives.
Senior Manager, CX Delivery
ADOBE Systems India Private Limited
08.2015 - 07.2017
- Developed strategic initiatives to enhance operational efficiency and effectiveness.
- Implemented performance metrics to monitor team productivity and engagement.
- Facilitated training sessions to enhance staff skills and knowledge retention.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
Manager, CX Delivery
ADOBE Systems India Private Limited
10.2012 - 07.2015
- Developed training programs to enhance agent performance and service quality.
- Implemented quality assurance processes to monitor and improve customer interactions.
- Managed staff schedules to optimize coverage during peak service hours.
- Collaborated with teams to address customer feedback and resolve issues promptly.
- Conducted performance evaluations to guide employee development and training needs.
- Analyzed call center metrics to identify trends and improve operational strategies.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
Manager - Quality
iYogi Technical Services Private Limited
Gurgaon
12.2009 - 10.2012
- Managed transaction monitoring and continuous process improvement initiatives across multiple in-house and vendor sites in India, driving operational excellence and consistent quality delivery
- Led and mentored a team of 25 Quality Performance Specialists and 3 Assistant Managers, overseeing performance management for 400+ support specialists across captive and outsourced units
- Established robust quality assurance frameworks at various vendor locations, ensuring standardized processes and high service levels aligned with company goals
- Designed and implemented strategies that reduced chargebacks and refunds in sales programs, improving both profitability and customer satisfaction
- Spearheaded cross-functional projects resulting in over 15% improvement in critical KPIs such as customer retention, first contact resolution, and overall experience
- Introduced automated troubleshooting tools and remotely executable scripts, reducing average handling time (AHT) and enhancing resolution speed and customer satisfaction
- Developed and maintained a comprehensive vendor scorecard program, enabling data-driven performance reviews and continuous vendor capability improvement
- Collaborated with vendor leadership to implement corrective actions and training programs that aligned vendor teams with Adobe’s quality standards and customer-centric culture
- Drove process standardization across multiple sites, leading to improved workflow efficiency, reduced errors, and consistent customer experience
- Championed a culture of accountability and continuous learning within quality teams, resulting in increased team engagement, productivity, and service excellence
Senior Team Leader - Operations
Convergys India Services Private Limited
Gurgaon
01.2003 - 12.2009
- Started career as a Technical Support Officer specializing in Windows 98, quickly mastering troubleshooting and customer service fundamentals in a fast-paced environment
- Progressed to Technical Lead for Windows XP support, guiding a team through complex technical issues while maintaining high-quality service standards
- Promoted to Team Leader and subsequently Senior Team Leader, managing a team of 25+ quality and technical leads across multiple Microsoft support programs including Windows XP, Vista, Windows 7, and Outlook/Office
- Led readiness checks and provided critical on-site support during the Windows 7 launch in Cebu City, Philippines, ensuring seamless rollout and customer satisfaction during a high-pressure period
- Presented data-driven insights and improvement strategies directly to Microsoft executives, influencing enhancements in customer satisfaction, first contact resolution, and average handling time
- Collaborated with Microsoft stakeholders to design and implement an escalation callback management tool that significantly improved issue response time and customer experience
- Developed and standardized a comprehensive Transaction Monitoring Audit and Analysis Process, improving consistency and quality across all technical support functions
- Partnered closely with Program Management teams to innovate support workflows, proactively identifying opportunities to enhance both agent efficiency and customer outcomes
- Mentored and coached technical leads, fostering leadership skills and promoting a culture of accountability and continuous improvement within the support teams
- Consistently exceeded performance goals by driving operational excellence, improving team engagement, and delivering measurable improvements in key support metrics
Education
MBA - Full Time - Information Systems
Institute of Management Studies, Devi Ahilya University
Indore06-2002
B.Sc - Mathematics, Physics, and Computer Science
University of Lucknow
Lucknow05-1999
Skills
- Customer experience management
- Strategic sales initiatives
- AI integration
- Multilingual support
- Contact Center Vendor Management
- Process optimization
Certification
Leadership with AI (Indian School of Business, Hyderabad - 2024)
References
References available upon request.
Timeline
Director - Customer Support and Growth
ADOBE Systems India Private Limited
12.2021 - Current
Group Manager, CX Delivery
ADOBE Systems India Private Limited
08.2017 - 11.2021
Senior Manager, CX Delivery
ADOBE Systems India Private Limited
08.2015 - 07.2017
Manager, CX Delivery
ADOBE Systems India Private Limited
10.2012 - 07.2015
Manager - Quality
iYogi Technical Services Private Limited
12.2009 - 10.2012
Senior Team Leader - Operations
Convergys India Services Private Limited
01.2003 - 12.2009
MBA - Full Time - Information Systems
Institute of Management Studies, Devi Ahilya University
B.Sc - Mathematics, Physics, and Computer Science
University of Lucknow
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