Arpit Srivastava

About Arpit Srivastava

Senior professional with over 19 years of experience in Customer Experience, CCaaS, Speech & Text Analytics, AI-ML, Innovation, Transformation, Process Excellence, Consulting, Operations Management, Quality Assurance, and Training in the Contact Centre / Service Industry. I assist corporations use AI & ML driven analytics to make them extra profitable via grasping and performing on tendencies and patterns in their customer interactions. These interactions furnish a precious addition to the aggregate and historic records that agencies maintain on their customers, improving predictive models, signaling modifications in the aggressive environment, and presenting the most correct and complete measure of the patron experience.Interaction (Speech/Text) Analytics Transformation leader. MBA, PMP, PRINCE2 Practitioner, Six Sigma Black Belt, Data Science & BI enthusiastSpecialties: Nice Nexidia, Business Intelligence, Power BI, Tableau, Project Management, Process Excellence, Digital Transformation, Design Thinking, Interaction Analytics, Business Development, Quality Management, Organizational change, Contact Center technologies & Operations, Change management, Strategic planning, Data sciences.

Experience

1. Senior AVP - Customer Experience

   Sutherland

   Apr 2025 — Present

   Global Head of Analytics, BI solutions, Innovation & Transformation

Education

• Indian Institute of Management, Lucknow

  Manager Development Program

• Uttar Pradesh Technical University

  Bachelor of Technology - B Tech

• Symbiosis Institute of Management Studies

  Post Graduate Diploma in Business Administration (PGDBA)

Skills

• Team Management
• Customer Experience
• Prince2
• Tableau
• Transition Management
• Business Process Improvement
• Bpo
• Quality Assurance
• IT Service Management
• Change Management
• Business Intelligence
• Quality Management
• Offshoring
• Six Sigma
• Process Consulting
• Operational Excellence
• Pmp
• Service Level Agreements
• Business Process Outsourcing (Bpo)
• Requirements Analysis
• Customer Relationship Management (Crm)
• Strategy
• Business Transformation
• Performance Management
• Crm
• Service Delivery
• Process Engineering
• Business Analysis
• Coaching
• Management
• Process Excellence
• Mis
• Employee Engagement
• Workforce Management
• Project Management
• Call Centers
• Business Development
• Forecasting
• Analytics
• Talent Acquisition