Real Outcomes.
Real Clients.

Established an 80-member dedicated CX team with 24×7 multilingual support across voice, chat, email, WhatsApp, and social. AI-enabled workflows and structured governance lifted first contact resolution to 89%, cut complaints 38%, and reduced average handling time from 8.5 to 5.9 minutes.

Set up a dedicated CX team across voice, chat, and email with SLA-driven ticket handling, standardised scripts, and a QA framework. Real-time dashboards and a defined escalation matrix improved visibility and cut repeat customer queries.

Introduced pre-dispatch confirmation calls and a customer verification process to validate orders before fulfilment. A dedicated returns-handling team and improved communication workflows reduced RTO by 25–35% and cut avoidable logistics losses.

Established a dedicated seller support helpdesk covering the full seller lifecycle, with structured onboarding and KYC support, listing and catalogue assistance, and multichannel support across calls, email, and chat.

Established a real-time delivery support desk coordinating directly with customers to confirm address details and availability, and enabling faster issue resolution between delivery agents and customers.

Deployed 60-agent dedicated collections team with propensity-model-driven prioritisation. Integrated with client's LMS for real-time account status. Achieved compliance with RBI Fair Practice Code throughout.

Complete CX operation audit identified poor agent training, lack of empowerment, and fragmented channels as root causes. Implemented structured training, empowerment protocols, and live chat integration alongside voice.

Process discovery identified 7 high-volume, rules-based processes suitable for RPA. Built and deployed bots on UiPath with full monitoring. Human-in-the-loop for exceptions. Delivered 40% cost reduction within 4 months.

Deployed AI propensity model to identify at-risk customers 30 days before likely churn. Trained save desk agents with structured negotiation and personalised offer frameworks. 28% of at-risk contacts retained.

Assessed and remediated 500K+ existing SKUs, established data governance standards, and deployed an ongoing catalogue operations team. 72% reduction in listing errors and improved search discoverability metrics.

Took over billing, coding, and collections for a multi-site provider network. Implemented denial management workflows, payer-specific coding guidelines, and a dedicated AR follow-up team.

Deployed a GenAI scripting engine integrated with the bank's CRM, generating real-time personalised negotiation prompts for agents based on customer profile, repayment history, and sentiment. Agents saw a 22% uplift in successful resolutions.

Deployed AI-assisted document verification and liveness detection integrated with the insurer's policy management system. Reduced manual review workload by 65% and cut policy issuance time from 5 days to 36 hours, improving early persistency.

Consolidated fragmented customer support channels into a unified omnichannel operation. Built rapid-scale capacity for peak sales periods (Diwali, EOSS). NPS improved from 28 to 61 within 6 months.

Designed and executed a pre-delinquency outreach programme targeting customers showing early stress signals. AI-scoring of 180K accounts monthly. 92% contact rate within 3 days of EMI due date — reducing 0-30 DPD roll-forward by 38%.

Built an end-to-end student support operation combining reactive helpdesk with proactive milestone-based outreach. Drop-off in Weeks 2-4 — the highest-risk period — reduced by 28%. Course completion rate improved 31% in 6 months.

Root-cause analysis of 12,000 billing disputes identified 6 systemic billing engine errors. Fixed upstream + redesigned dispute resolution workflow. Repeat contacts on billing fell 65% and TRAI escalations dropped 78%.

Designed, staffed, and operationalised a complete collections function for a fast-scaling fintech that lacked in-house capability. Live in 30 days. Outperformed the client's projected in-house ROR by 38% and delivered full compliance from Day 1.

Built a centralised patient helpdesk across voice and WhatsApp serving a 6-hospital network. Appointment no-show rates dropped 52% through proactive reminder calls. Patient CSAT reached 4.7, and post-discharge follow-up coverage reached 89% of discharged patients within 48 hours.

Deployed an outbound sales operations team handling lead follow-up for 6 automotive brands across 14 dealerships. Structured follow-up cadence and CRM discipline lifted test drive booking rate 44% and lead-to-booking conversion 29%.

Supported a state energy utility through a high-risk billing system migration. Deployed a dedicated complaints handling team for the 6-week transition period. Complaint volume stabilised 6 weeks ahead of the client's projection.

Deployed a 120-member trust and safety team providing 18/7 content moderation across UGC, comments, and livestream channels for an OTT platform. Maintained 98.6% moderation accuracy with sub-2-hour escalation SLA for critical content.

Deployed an emergency returns operations team after a peak season returns backlog reached 45,000 items. All backlogged items processed within 21 days. Complaint rate from returns customers dropped 89% within 4 weeks of deployment.

Deployed a fully embedded Customer Success team managing 480 SMB accounts for a B2B SaaS platform. At-risk account identification and intervention programme reduced churn 26%. Net Revenue Retention improved 34 percentage points within 12 months.

Transformed accounts payable for a manufacturing conglomerate processing 22,000 invoices/month. Deployed intelligent document processing for OCR extraction and 3-way matching automation. Processing cost per invoice reduced 52% and invoice error rate dropped 71%.

Executed high-volume talent operations for a logistics company requiring 800 frontline hires in 90 days ahead of a major client contract. Managed end-to-end: sourcing, screening, background verification, documentation, and Day 1 onboarding. 91% 30-day retention rate.