Sandeep Prabhakar

About Sandeep Prabhakar

I am a Customer Experience and Business Transformation Leader with over 18 years of experience optimizing operations, enhancing customer engagement, and driving digital transformation for global enterprises. My expertise spans customer experience management, operational excellence, and process automation, delivering impactful results for Fortune 500 clients like Google and Tesco Mobile. Middle East & GCC Experience: Led large-scale CX and service delivery operations across UAE and India Managed $3M+ budgets while leading high-performance teams of 500+ members Spearheaded business expansion strategies tailored for India & UAE markets Key Achievements: 15% increase in CSAT and 20% reduction in churn through CX optimization $50M in revenue growth by implementing process efficiency strategies 30% automation of manual processes, saving man-hours/month $5M in contract renewals and expansion into new service channels 35% boost in customer engagement via omnichannel strategy implementation With a proven track record in digital transformation, multi-channel service delivery, and business growth, I help organizations optimize operations, scale service excellence, and maximize customer retention. Passionate about leveraging technology and data-driven insights, I am committed to building sustainable, customer-first business models. Ready to re-locate Let’s connect to explore how I can add value to your organization!

Experience

1. Senior Manager

   TP

   Jun 2023 — Present · IN

   Customer Experience: Elevated customer satisfaction by leading a team of 300+ agents across multiple channels, resulting in a 15% increase in CSAT scores and a 20% reduction in customer churn over 12 months. Implemented a voice of customer program, analyzing monthly feedback points to drive continuous improvements, leading to a 20% increase in Net Promoter Score (NPS).Operational Experience: Optimized workforce management strategies for a 24/7 operation, improving schedule adherence by 18% and reducing overtime costs by $100K annually. Streamlined quality assurance processes, increasing first call resolution rates from 72% to 88% and reducing average handling time by 45 secondsProcess Optimization: Spearheaded the implementation of RPA solutions for back-office tasks, automating 30% of manual processes and saving man-hours per month. Redesigned the customer onboarding journey, reducing the average time-to-resolution by 40% and increasing new customer retention by 22%Stakeholder Management: Fostered strong relationships with key clients, resulting in the renewal of a $5M annual contract and expansion of services to two additional support channelsCollaborated with cross-functional teams to develop and launch a new omnichannel support strategy.

Education

• New Green Field School, Saket, New Delhi

  Commerce with Maths

  1987 — 1999

• Microsoft Community

  MCP

  2005

• Delhi University

  Bachelor of Commerce (Hons)

  1999 — 2002