ROHIT SRIVASTAVA
IT Services
Noida,UP
Summary
22 Years experience in Customer Experience, Product Technical Support, Customer Retention, and Service with sales.
Have setup 2 contact centers in India for Adobe from scratch and scaled to 300+ heads in 6-9 months.
Consistent delivery on expected outcomes and goals on key business KPIs - CSAT, AHT, Transfers, SL, Abandon, Retention Rate, Gross New ARR, Migration ARR, and Cancellation ARR.
Handled 4-5 contact centers with 1500+ Heads across Consumer and SMB - Technical and Customer Support.
Current Span of 500+ specialized on Consumer Product support for creative products with service with sales approach.
Headed the Quality function in previous organization for 5 centers.
Key driver role in designing Bot experience, new chat and voice tool migration, designing of AI based agent assist tools, roll out of real time sentiment analysis.
Over 5 years, moved customer retention from 15% to 45% across Consumer and SMB segments.
Generate $15Million in Gross New ARR through Service with sales.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Director, Customer Experience And Product Support
ADOBE Systems India Private Limited
Noida, Uttar Pradesh
12.2021 - Current
- Led operations for four contact centers in India, supporting customers from more than 150 countries
- Led large teams driving customer experience, product technical support, customer retention, and service, with sales across the consumer and B2B segments.
- Generate $15 million in annual gross new ARR through service with sales.
- 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, Product And Technical Support
ADOBE Systems India Private Limited
Noida, Uttar Pradesh
08.2017 - 11.2021
- Led teams across multiple locations, driving customer experience, product technical support, and customer retention across consumer and business segments.
- Collaboration with Product and Tools Engineering teams to drive product and tools enhancements, with periodic sprints, and track progress via Jira.
- 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, Product And Technical Support
ADOBE Systems India Private Limited
Noida, Uttar Pradesh
08.2015 - 07.2017
- Delivery across multiple locations for Customer Support, Customer Retention, and Product Support.
- Collaboration with Engineering to drive product and tool enhancements, with periodic sprints, and track progress via Jira.
- 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, Product And Technical Support
ADOBE Systems India Private Limited
Noida, Uttar Pradesh
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
- Product Support
- Technical Support
- Service with Sales
- 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 Experience And Product Support
ADOBE Systems India Private Limited
12.2021 - Current
Group Manager, Product And Technical Support
ADOBE Systems India Private Limited
08.2017 - 11.2021
Senior Manager, Product And Technical Support
ADOBE Systems India Private Limited
08.2015 - 07.2017
Manager, Product And Technical Support
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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