Girish Malhotra
Sr. Manager Client Services
- Role
- Sr Manager Client Services at Teleperformance Global Services
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Girish Malhotra
LEEDARSON is committed to integrating IoT technology, artificial intelligence and lighting technology to provide users with intelligent, energy-saving and environmentally friendly smart home and lighting products. The company\'s wide range of products includes smart home devices such as smart lamps, smart switches, smart sockets and smart sensors, as well as lighting products such as LED lamps and lighting systems. They provide high-quality, innovative products and solutions to consumers, businesses and industry customers.LEEDARSON has established an extensive sales network and customer service system worldwide, and their products are exported to Europe, America, Asia and other regions. As an international company, LEEDARSON has established long-term relationships with globally recognized brands and partners, and has participated in many smart home and lighting projects.LEEDARSON\'s pursuit of excellence in quality and innovative design has established a good reputation in the industry. They continue to promote the development of the smart home and lighting industry and are committed to providing a convenient, comfortable and intelligent living experience.
Experience
Sr Manager Client Services
Teleperformance Global Services
Jun 2021 — Present
Own the client relationship lifecycle from onboarding to steady-state, ensuring high-touch engagement, proactive communication, and seamless service delivery.• Lead weekly, monthly, and quarterly business reviews (WBRs/QBRs) with client executives, sharing insights, performance analysis, and transformation plans.• Act as a strategic partner in contract governance, KPI negotiations, and business planning.• Drive alignment across internal functions — Operations, WFM, Training, Quality, HR, and IT — to deliver best-in-class client experience.• Guide performance recovery plans during red-zone phases (e.g, NPS, SLA dips), with structured playbooks, cross-departmental action plans, and real-time tracking.• NPS uplift of 12 points in chat LOB through a structured call flow alignment campaign across 3 sites.• $3MN revenue expansion in FY23–24 through upsell of new services and deepening of existing client trust.• Reduced transfer rate by 15% and escalations by 40%, via RCA-based coaching and call quality interventions.• Conceptualized and executed client-focused transformation projects, such as empathy scorecards, weekly pulse reports, and voice of the customer dashboards.• Played a key role in client renewal discussions and scope expansions, contributing to account retention and growth.
Education
Raja Bhoj
Bachelor of Commerce - BCom, Business/Commerce, General
Guru Nanak Elementary School
High School Diploma, PHYSICAL SCIENCES
RAJA
Bachelor of Commerce
St. Sebastian's School
High School Diploma
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