SANTOSH MAURYA
Mumbai
Summary
1. Multi‑skilled operations and vendor‑governance leader with 19+ years shaping BPO performance, CX strategy, and compliance across India, Greece, and the Philippines. 2. Proven history of driving SLA adherence, root‑cause‑based improvements, and digital reporting (Looker dashboards) for real‑time decision‑making. 3. Seasoned people leader managing regional vendor sites of 500+ FTE across voice, chat, and email, delivering double‑digit gains in RR, FCR, and AHT.
Overview
22
22
years of professional experience
2003
2003
years of post-secondary education
3
3
Languages
Work History
Vendor Manager
Coinbase Ltd.
Delhi
12.2023 - Current
- Cut new-hire proficiency time to 30 days via workflow-focused nesting; delivered 60%+ RR and 50%+ FCR in agents’ first 90 days.
- Built real-time Looker dashboards, reducing AHT by 5-6 % and embedding a scorecard culture that lifted TMS L1 policy scores from 80 % to 95 % in three months.
- Led level-wise RCA, triggering targeted fixes: +1200 bps RR, +1000 bps FCR, -1500 bps transfers.
- Surfaced staffing efficiencies adopted by WFM, yielding measurable cost savings.
- Instituted a vendor-audit framework for routine health checks and value-alignment reviews, ensuring partners consistently meet Coinbase standards.
- Designed an email-support talent pipeline—seeding from chat/voice agents and focused training—to cut ramp-up time and lift RR/FCR results.
Director – Operations
Synergix Services Pvt. Ltd.
Mumbai
01.2019 - 10.2023
- Directed multi-site BPO delivery and transformation (India & offshore), championing lean ops and cross-skill deployment that trimmed cost-to-serve.
- Instituted enterprise RCA framework and governance across QA, Risk & Compliance, WFM, and Training.
- Built a succession pipeline and performance culture that improved CSAT and quality scores YOY.
Account Manager / Delivery Lead
Wipro Ltd.
Mumbai
01.2015 - 01.2019
- Oversaw 500+ FTE for Telstra’s BOH, sales chat, and outbound programs; achieved best-in-class CSAT and conversion rates.
- Owned P&L and executed cost-optimization initiatives reducing cost-to-serve while safeguarding KPIs.
- Launched a targeted outbound program to reduce account cancellations—offered personalized product recommendations using risk scoring, resulting in 15 additional FTEs and improved new account retention.
- Collaborated cross-functionally with QA, Training, and WFM to enhance end-to-end customer experience delivery.
- Led monthly and quarterly business reviews; documented key improvement areas and drove execution toward closure.
Account Manager – Wireline Activations
Tata Communications Ltd.
Mumbai
01.2011 - 01.2015
- Managed 120+ FTE delivering backend activations and technical support for Australian telecom clients.
- Maintained operational continuity via capacity planning, detailed reporting, and process governance.
Team Leader
Convergys India Pvt. Ltd.
Mumbai
01.2005 - 01.2011
- Led 65+ agents, securing ‘Best Team Leader’ for sustained top-tier performance.
- Scaled from Advisor to Team Leader within 12 months, spearheading coaching and quality programs.
Customer Service Rep / Acting QA
Reliance Infostreams Pvt. Ltd.
Mumbai
01.2003 - 01.2005
- Handled frontline customer service & QA; facilitated training for new hires.
Education
Bachelor of Commerce -
Mumbai University
Skills
Strategic negotiation
Vendor evaluation
Relationship management
Cost analysis
Budget management
Vendor relationships
Forecasting
Operations management
Excellent communication
Accomplishments
- GTB Award – Best NPS & Sales Conversion
- WayFest Innovation Award – Wipro
- Six Sigma Global Excellence – Quality Innovation
- Fast-track promotion to Team Leader within 12 months at Convergys
Interests
Painting
Cooking
Dancing
Personal Information
Date of Birth: 10/10/80
Timeline
Vendor Manager
Coinbase Ltd.
12.2023 - Current
Director – Operations
Synergix Services Pvt. Ltd.
01.2019 - 10.2023
Account Manager / Delivery Lead
Wipro Ltd.
01.2015 - 01.2019
Account Manager – Wireline Activations
Tata Communications Ltd.
01.2011 - 01.2015
Team Leader
Convergys India Pvt. Ltd.
01.2005 - 01.2011
Customer Service Rep / Acting QA
Reliance Infostreams Pvt. Ltd.
01.2003 - 01.2005
Bachelor of Commerce -
Mumbai University