Vivek Agarwal
Customer Leader - TCS BPS
- Role
- Customer Leader at Tata Consultancy Services
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Vivek Agarwal
20+ Years of Business Process Services experience spreading across channels, front-end,…
Experience
Customer Leader
Feb 2016 — Present · Kolkata, IN
Leading Offshore and Near-shore Service Delivery as a P/L owner & managing customer engagement for an Australian Utility Major - spanning across Voice, chat and messaging channels alongside Back of House Transaction processing. The business is spread across 2 Philippines and 3 India Locations. Actively engaged in and leading account growth projects identification and pitch to the customer. Driving Transformation through Robotic and Cognitive Automation, Text Analytics, Knowledge Base management, Language Translation, Cognitive Insights and multiple such levers. Has been able to pass on benefits to customer through innovative pricing model changes and has been part of successful business extensions
Education
St. Xavier's College
Bachelor of Commerce (BCom)
1997 — 2002
De Nobili School CMRI
ICSE
1987 — 1997
Skills
- Transition Management
- Quality Assurance
- Bpo
- Service-Level Agreements (Sla)
- Operations Management
- Team Management
- Sla
- Process Excellence
- Mis
- Workforce Management
- Outsourcing
- Training
- Call Centers
- Offshore Operations
- Offshoring
- Business Process Improvement
- Six Sigma
- Process Management
- Leadership
- Crm
- Service Delivery
- Process Improvement
- Business Analysis
- Vendor Management
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