Rupesh Paliwal

About Rupesh Paliwal

Hi there! I\'m Rupesh Paliwal, a detail-oriented and impact-driven Senior Associate in the WNS Global Services (BPM) industry with over 3 years of experience across customer support, process optimization, and compliance adherence.I specialize in delivering high-quality customer experiences, resolving complex queries, and driving process improvements. From handling 100+ interactions daily with a 99% accuracy rate to leading efficiency initiatives that cut response times by 18% and boosted CSAT by 10%, I bring a track record of measurable success. Whether it’s collaborating with quality teams, ensuring data security, or training new associates, I approach each task with a mindset geared toward growth and results.My academic background in Accounting & Finance (B.Com Honours) gives me a solid foundation in understanding business operations and financial systems. I’m also certified in Digital Marketing by Google Digital Garage, showcasing my commitment to continuous learning and adaptability in evolving industries.Beyond metrics and KPIs, I value communication, teamwork, and proactive problem-solving. I’m known for being dependable, analytical, and someone who thrives in dynamic environments where customer satisfaction and quality are paramount.Looking ahead, I’m eager to expand into roles that blend operations leadership with strategy—ideally in environments that challenge the status quo and reward innovation. Let’s connect! I’m open to networking, mentoring conversations, and opportunities where I can contribute to impactful projects or team success. Feel free to message me here on LinkedIn or reach me directly at r••••••••@gmail.com.

Experience

1. Senior Associate

   WNS

   Jun 2022 — Present · Indore, IN

   As a Senior Associate in WNS, I led initiatives to streamline customer support workflows, cutting average response time by 18%. Collaborating closely with quality assurance teams, I implemented process enhancements that increased CSAT scores by 10%. I also ensured compliance with company policies and client expectations, with a focus on secure data handling aligned with strict privacy regulations. My efforts contributed to creating a proactive, solutions-driven environment where team morale remained consistently high. By identifying patterns in recurring customer issues, I worked to reduce ticket volumes and improve first-time resolution rates. Additionally, I played a critical role in mentoring new associates and sharing best practices, which resulted in improved team productivity and alignment with KPIs.

Education

• Devi Ahilya Vishwavidyalaya

  B.com honours

  2017 — 2020