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Kaustubh Kohli
Senior Manager Program and Project Management - Microsoft @LTIMindtree
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WORK HISTORY
Senior Manager Program and Project Management - Microsoft @LTIMindtree
Calgary, AB, CA
Leading a high-performing Azure CSS Network Operations Team for Microsoft NA region - US and Canada Accountable for building the Azure Networking team from inception in Canada regionResponsible for managing the complete customer journey, encompassing the end-to- end process of purchasing Microsoft Azure End products, delivering exceptional customer service, and providing technical assistance forproduct failures or network glitches.Managing Day to Day Operations, Client Engagements, Escalation, Project Management for Microsoft Azure Networking team for North America - US & CanadaEnsure the achievement of Operational KPIs aligned with client goals - Customer Satisfaction (CXSAT), First Call Resolution (FCR), backlog management, Mean Time to Issue Resolution (MTIA), Mean Time for Resolution (MTFR), SLA AdherenceProvide oversight for coaching, counselling, staffing forecasts, recruitment, hiring, dismissal, objective setting, performance appraisals, discipline, career planning.
EDUCATION
Institute of Management Technology, Ghaziabad
Master of Business Administration - MBA, Marketing
Vishal bharti paschim vihar
Computer Science
ABOUT KAUSTUBH KOHLI
Seasoned Senior Leader | Enterprise Operations | Customer Success | Service Delivery | Contact Center Excellence | Sales Champion14+ years of driving enterprise B2B and B2C Sales and operations, SaaS Customer Success, and service delivery with a proven track record in operational excellence, CX, and global workforce strategy. Over a decade of experience leading multi-geography teams, transforming operations, and delivering measurable results across top organizations including Microsoft, Dell, and Apple.Key Achievements & Impact:Directed and empowered global, cross-functional teams of Operations Managers, Technical Account Managers, and Consultants, delivering high-value SaaS and customer experience solutions for enterprise clients.Elevated Customer Satisfaction (CSAT) by 30% and boosted First Call Resolution (FCR) by 35%, creating a culture of customer-centric high performance.Successfully started pilot for multiple Sales teams and was able to over achieve targets for fiscal year. Improve the conversion % to 38% with best practice models and role plays. Created a Sales Guideline booklet which helped to improve the Sales conversions and also Customer journeys. Special focus on Revenue per Call and Revenue per Login, Improved operational efficiency by 20% through scalable delivery frameworks, Agile practices, and process standardization.Championed enterprise bid support, aligning delivery proposals to client priorities, significantly improving win rates and portfolio profitability.Successfully managed high-impact projects across Microsoft and other enterprise clients, consistently exceeding KPIs and strategic objectives.Led pre-sales initiatives for 6+ years at Dell and Apple, surpassing sales targets, conversion goals, and driving revenue growth.Leveraged CRM analytics to proactively identify customer needs, optimize journeys, and strengthen long-term client relationships.Spearheaded digital transformation and process optimization, reducing customer journey time and enhancing overall CX.Core Competencies:Project & Program Management | PMO Leadership | IT Governance | Digital Transformation | Operational Excellence | Stakeholder Engagement | Agile & Waterfall Methodologies | Escalation Management | Service Delivery | Pre & Post Sales | Enterprise Vendor Management | Customer Journey Optimization | CRM Strategy & Customer Engagement
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