Nitin Nagpal

About Nitin Nagpal

With over 20 years of experience in the business process management industry, I am a strategic leader and a customer success champion. As the Vice President - Technology Vertical at Firstsource, I am responsible for managing and growing the technology portfolio of clients, delivering innovative solutions, and driving operational excellence. I leverage my expertise in customer relationship management (CRM), agile methodologies, and Operational Excellence to create value for our clients and stakeholders. Previously, I was the Vice President at Startek, where I led the BPO services and digital transformation initiatives for the Communication, Media and Technology accounts. I also served as the Director of Client Success and Transformation at Infosys BPM, where I managed the end-to-end delivery and transformation of key accounts in the Technology sector. I am passionate about building and leading high-performing teams, fostering a culture of collaboration and innovation, and delivering exceptional results. I hold multiple certifications in strategic thinking, leadership, scrum, and key account management. I am excited to be part of Firstsource, a leading provider of customized business process solutions, and contribute to its vision of empowering customers to stay ahead of the curve.

Experience

1. Senior Manager, Business Operations Amazon Leo

   Amazon

   Feb 2025 — Present · Seattle, WA, US

Education

• Indian Institute of Management Bangalore

  Strategic Leadership Development Programme

• Delhi University

  Bachelors of Commerce, Business/Commerce, General

Skills

• Sales Management
• Resource Management
• Sla
• Budgets
• Service-Level Agreements (Sla)
• Program Management
• Management
• Six Sigma
• Performance Management
• Crm
• Operations Management
• Offshoring
• Project Delivery
• Service Delivery
• Business Analysis
• Process Excellence
• Customer Relationship Management (Crm)
• Mis
• Employee Engagement
• Bpo
• Operational Excellence
• Transformations
• Business Process Mapping
• Leadership
• Business Strategy
• Management Information Systems (Mis)
• Vendor Management
• Retail
• Relationship Management
• Outsourcing
• Team Management
• Business Development
• Call Centers
• Project Management
• Cross-Functional Team Leadership
• Transition Management
• Marketing Strategy
• Process Management
• Business Process Improvement
• Human Resources