Sanjeev Grover

• Led post-sales fulfillment and customer experience operations across Flights, Hotels, and Ground Transport for MakeMyTrip, Goibibo, and redBus.
• Managed multi-location contact centers across strategic outsourcing partners.
• Achieved a 100% increase in CSAT and a 40% uplift in NPS through the implementation of standardized operating procedures (SOPs) and robust governance frameworks.
• Reduced the contact rate by 11% and deflected 16% of daily calls by deploying AI-powered chatbot and voice bot solutions.
• Decreased escalations and agent error rates by 50% using GenAI-powered Agent Assist tools, improving resolution quality, and customer satisfaction.
• Drove 18% annual cost savings by automating workflows, enabling a 12% reduction in agent headcount, without compromising service levels.
• Led crisis management, social media escalation handling, and business continuity planning, ensuring uninterrupted customer service and brand protection.

Key Projects and Tools Deployed:

• WA + Chatbot Integration – 5% calls per day deflection.
• Refund automation reduced 59% of refund escalations.
• GenAI Agent Assist – Automated call/email summaries, suggestions.
• RPA for Back Office – Automated ticketing, penalty calculations.
• Proactive De-escalation Channel: Created a smart interception system for active ticket holders, lowering social and C-suite escalations by 28% and 25%, respectively, while improving resolution speed and trust.
• Frustration-Based Escalation Management: Introduced a behavioral-based frustration score to detect friction in real time, reducing escalations by 30%, and enhancing FCR by 25%.
• Effortless Customer Support: Deployed AI-driven chatbots and one-click resolution flows, cutting resolution time by 40% and escalations by 30%, improving Customer Effort Score (CES).
• Centralized and Automated Refund Operations: Built a Refund Centre of Excellence, automating 60% of workflows, and reducing turnaround time by 40%, while improving CSAT by 25%.

• Set up a full-service OTA contact center from scratch.
• Designed ops infrastructure for post-sales care.

• Scaled team from 15 to 100+ FTEs.
• Delivered high-quality sales/service for Expedia UK.

• Managed $55M B2B collections portfolio at Genpact with <6% past-due AR.
• Led 18-member team for Amex/Lastminute UK.
• Handled airline ground ops at KLM.
• Improved Verifacts profitability by 30%.