Bikash Shaw

About Bikash Shaw

Customer Experience and Transformation leader helping global organizations simplify complexity, scale operations, and build accountable, high-performing teams. With 21+ years of global experience across customer experience, quality, and large-scale operations, I partner with leadership teams to diagnose what’s broken, simplify what’s over-engineered, and implement solutions that actually stick. My approach is practical, data-driven, and focused on measurable impact — not theory.I’m often engaged when organizations are facing declining customer experience, inconsistent quality, high operational costs, or leadership execution gaps — and need a steady, experienced partner to help course-correct.What I do best:* CX Transformation & Quality Improvement – identifying root causes, redesigning quality frameworks, and improving customer satisfaction and loyalty* Operations & Process Excellence – streamlining workflows, reducing inefficiencies, and building scalable operating models* Performance & Governance – defining KPIs, accountability structures, and execution rhythms that drive results* Leadership & Capability Building – coaching leaders and teams to operate independently and consistently* Coach and develop leaders who can execute without constant follow-upsKey achievements:~ WNS - Intranet for productivity & Quality Improvement~ Integreon - Automated Dashboard creator using excel~ Integreon - Online CSAT tool~ Videocon - Excel based automated \'best fit plan finder\' & \'Store finder\'~ Epicenter – Org level deployment of “Lean Six Sigma” & “LEAD: Management Development Program”~ Epicenter - Excel based aptitude test to evaluate 10 critical management skills~ Epicenter - Developed call audit tool \'E-QMS\' software architecture flows, logics, reports, etc.~ Reliance Jio – Hiring assessments for call center agents~ Reliance Jio – Trainer competency model design & LMS Management~ Shaip – Design & Deployment of Project Management Framework~ TP – AI innovation to reduce top defects in weeks~ TP – Automated call audits to reduce QA cost by 50% and utilizing them in QaaS revenue generation# Open to consulting, advisory, interim leadership, and transformation engagements# Available for CX, operations, quality, Training and performance transformation initiatives

Experience

1. Sr Director - Quality

   TP

   Aug 2024 — Present · Mumbai, IN

   Heading Quality for Intl Healthcare and RCM Business managing multiple clients and locations, responsible to improve Quality and Customer Experience.

Education

• University of Calcutta

  Bachelor of Commerce - BCom, Business/Commerce, General

Skills

• Customer Retention
• Customer Service
• Training
• Iso 22000
• Complaint Management
• Customer Relationship Management (Crm)
• Green Belt
• Excel
• Process Excellence
• Microsoft Office
• Process Improvement
• Powerpoint
• Microsoft Excel
• Vendor Management
• Iso Standards
• Project Management
• Iso 9000
• Continuous Improvement
• Compliance
• Flow Charts
• Business Process Improvement
• Customer Experience
• Crm
• Problem Solving
• Operations Management
• Business Development
• Iso 9001
• Fmea
• Team Management
• Visio
• Process Migration
• Black Belt
• Kaizen
• People Skills
• Iso 27001
• Minitab
• Business Process
• Creativity
• Business Strategy
• Tl9000