1. AAssiitt PPrraakkaasshh
MMoobbiillee:: ++9911 99999999335599554400 // EE--mmaaiill:: aassiittpprraakkaasshh@@yyaahhoooo..ccoomm
Skills Profile
▪ Customer experience Management, Customer Service Operations , strategy Consulting expertise focusing on
providing world class customer experience through multi-channel Customer engagement
▪ Exposure includes almost all B2B and B2C support types - including service, sales, service to sales, service
support , escalations & complaints management
▪ Customer engagement expertise across customer lifecycle from “acquisition to retention” covering Pre-sales ,
post-sales / After market Service , Service recovery , winback , enhancing customer lifetime value , customer
advocacy and online reputation management
▪ Mapping customer journeys of different customer personas(segments) to define a customized strategy for each
segment rather than “one size fits all” approach
▪ Defining Customer Service strategy from scratch in line with enterprise goals. Define metrics / KPIs and robust
measurement mechanism across the value chain
▪ Target operating model design - SSC set-up , consolidation roadmap , Hub and spoke operating models for
multiple verticals
▪ Setting up call center vendor management eco-system in multi-vendor environment (end to end sourcing
experience from Selecting new contact center vendors , negotiate SLAs , penalties , commercials , define ongoing
governance models , risk-reward models)
▪ Thought leadership through tracking trends , changing dynamics of Customer experience management and
defining “next gen” Customer engagement eco-system
▪ Good understanding of end-to-end value chain of hi-growth / sunrise industries eg. e-commerce , retail, telecom,
automotive / OEMs
Employment History
Canvera.com (Top player in photography e-commerce & printing space)
Role – Vice president – Customer Experience & Ops (Feb 2016 till date)
 Leading the pan-India Customer experience strategy design from scratch. Blueprinting the operational design to
offer a global customer experience , enhance share of wallet and improve Customer Retention
 Managing Sales and Service contact center for pan-India with delivery centers located in Gurgaon and Bangalore
 Tasked with designing the Target operating model alongwith the CEO. Defining Go to market strategy
 Reprofiling the entire Customer database to establish Customer personas , segmentation. End goal is to define a
customized service strategy for each segment
 Deploying Customer behavior analytics to enhance share of wallet , improve customer segment – Understanding
breakage points and proactively identifying potential customer attrition
Genpact- Global BPO / Consulting Player (2007 – Jan 2016)
Role - Asst Vice President Customer Service & CEM
 Contact Center Practice , Consulting and Innovation leader involving integration of Contact Center best practices
across the organization and new framework deployment ( End to end Customer Lifecycle management)
 Service delivery – Service quality owner for 1500+ operating FTEs across global locations servicing marquee logos
involving hi-touch Customer Service
 Operational excellence – Expertise in managing multi-channel Inbound / outbound call centers. Delivering on
business goals of Customer Retention / NPS , cost per call and Revenue from cross sell / upsell.
 Leveraging Analytics , Social Media and New gen technology bolt ons to enhance Customer experience (360°
customer view , Speech & conversational analytics , IVR optimization , predictive analytics , cross-sell propensity
models etc)
 Defining customer Service strategy which is pro-active , customized , scalable and capable to impact business level
topline / bottom line KPIs

2.  Presales and solution architect – Designed winning solutions , led client presentations , MVD s and handhold
transitions of new businesses.Exceeding hard targets on business development for the Customer Service horizontal.
Deals won are in the range of $10 – 40 MM ACV
 Consultancy to leading organizations on Customer Service / contact center strategies and providing implementable
recommendations to enhance customer experience
 Audit of existing Customer Lifecycle Management value chain and recommend transformation roadmap covering
both strategic and operational parameters
 Key engagements include (Strategy and operational experience include)
1. Consolidation of Customer support operations for a pharma major covering 140 countries through a hub and spoke
contact center design.
 Defined right-shoring strategy for a multi-lingual environment – 7 global delivery hubs finalized.
 Delivered 22% headcount rationalization and $ 14MM cost savings through standardization ,
simplification of processes , enhancing self-service rate in year 1 of operations
2. Contact Center strategy assessment and offshoring recommendations for a top US brick-and-mortar big box retailer.
 Addressed key challenges of high field engineers costs , inconsistent customer experience through
streamlining end to end value chain.
 Reduced “cost per active customer” by 18% through deploying an integrated solution covering Field
engineers scheduling , inventory management and enabling real time tracking of problem tickets by
contact center
3. Setting up and running Call center operations for Uninor (for 3 circles) when they entered India market India market
 Designed customer journeys for different segments and mapped touchpoints , “moments of truth”
opportunities
 Outcome based engagement model with ARPU / market share enhancement as key metric
 Led the migration of call center to a low cost model in line with company strategy . Finally migrated to a
managed services model with Rural-shores
4. Set-up / run premium call center for Samsung India for CE products
 Defined a CLV based customer service strategy , IVR design Customer support blueprint for a Intel for their
India operations (key goals – enhancing self-service rate through IVR / web optimization , Social media
engagement , and Sales through service )
5.Partnering with leading US auto manufacturer to develop the Contact Center Strategy for their auto loan customers
lifecycle (Dealer & Consumers)
4. Conceptualized and operationalized a central contact centre for a global brewery for their South Africa operations
(Order Management lifecycle for their distribution network) reducing CPO (calls per order by 40%
5. Set-up Global Command centers for 3 hi-tech companies to manage their multi-site , multi-vendor contact centers
covering 5000+ FTEs globally
Past – With Saudi Arabian Airlines – Delhi (Jul 1996 – May 2006)
Managing entire Airport Operations entailing Passenger Services, In-flight Catering, Security and Cargo activities Close
monitoring of all touch points to determine shortfalls in customer handling practices.
Evaluation of service delivery standards of payroll staff as well as monitoring SLA’s compliance by GHA(Air India) and
other outsourced workforce
ACADEMICS
Post Graduate Diploma in Business Management (PGDBM-full time from MDI, Gurgaon.) – 2006-07
Bachelor’s Degree in Commerce (B.Com) from Delhi University. – 1988 – 1991