Ashit Pratap

About Ashit Pratap

AI Enthusiast | Leveraging ML, Automation & Data to Transform CX and Operational EfficiencySenior Operations Leader with 18+ years of experience driving Customer Experience, Service Delivery, and Revenue Growth across large-scale BPO and Travel operations. I currently lead 3 Lines of Business at Fareportal with full ownership of performance, profitability, and client satisfaction.My experience spans: • Scaling and managing across multi-functional contact center operations • Driving 10–25% YoY revenue growth through sales, upsell, and cross-sell strategies • Elevating CX metrics (CSAT, NPS, SLA, QA) through strong governance & process excellence • Leading multi-LOB service delivery for Customer Service, Exchanges, and Back Office • Driving automation and AI-readiness initiatives to improve efficiency and reduce manual effort • Managing US/UK stakeholders with strong client communication and business alignment • Owning performance, cost optimization, and operational transformationAlongside my operations leadership, I’m actively strengthening my capabilities in AI/ML through hands-on learning: • Python programming & data structures (Michigan + freeCodeCamp) • Machine learning mini-projects: churn prediction, sentiment analysis, retail chatbot automation • Operational use-cases for intelligent CX automationI bridge the gap between traditional operations and future-ready solutions, combining domain knowledge with tech-forward thinking.Let’s connect if you’re building or scaling intelligent operations.

Experience

1. Senior Account Manager

   Sutherland

   Jan 2026 — Present · Hyderabad, IN