Headline

Operations & Customer Success Team Lead | Ex-Adobe & Infosys | Scrum & Lean Six Sigma AI Certified | 4+ Yrs Leading Global Teams, SLA Compliance & Process Optimization

About

Data-driven Operations and Customer Success Leader with 4+ years of experience directing cross-functional teams across the US, UK, EMEA, and Middle East regions. Proven track record managing teams of 10–15 members within high-growth SaaS and enterprise BPO environments, seamlessly bridging the gap between technical execution and business strategy. I specialize in protecting and scaling revenue by building high-performing support ecosystems , driving 100% SLA compliance, and systematically eliminating operational inefficiencies. By combining a technical foundation (B.Tech in Computer Science) with official certifications in Agile/Scrum and Lean Six Sigma AI methodologies , I design workflows that optimize key metrics like CSAT, AHT, and FCR. Key Professional Milestones: 📈 Revenue & Retention: Facilitated a 20% revenue growth trajectory via strategic customer retention initiatives at Webgility and drove a 30% client retention increase at Adobe. ⚡ Process Optimization: Enhanced overall team efficiency by 25% at MAVIP Group through structured workforce scheduling, KPI mapping, and rigorous dashboard tracking. 🛠️ Downtime Mitigation: Reduced operational downtime by 25% at Infosys by deploying proactive system monitoring and implementing swift Root Cause Analysis (RCA). 👥 Leadership & Coaching: Spearheaded training, onboarding, and performance interventions to significantly boost agent utilization while controlling attrition. Core Competencies & Tools: 🔹 Frameworks: Agile / Scrum, Lean Six Sigma AI, Root Cause Analysis (RCA), SLA & KPI Optimization 🔹 Operations: Workforce Planning, MIS Dashboarding, Attrition Control, Stakeholder Communication 🔹 Technology Stack: ServiceNow, Zendesk, MS Excel, Customer Success Platforms I am actively exploring global opportunities (open to relocation and visa-sponsored positions) in Customer Success Management (CSM), Technical Account Management (TAM), and Customer Success Operations. 🌐 Let’s connect or reach out directly at adarshjohri29@gmail.com

Location

Madhya Pradesh

Work experience

Center Lead at MAVIP, Dec 2025 - Feb 2026 · 3 mos, On-site

Process Specialist at Infosys, Sep 2025 - Dec 2025 · 4 mos, Pune District

Health and well-being at Career Break, Jun 2025 - Sep 2025 · 4 mos

CSS Technician at Webgility, Apr 2024 - Jun 2025 · 1 yr 3 mos

Associate Technical Consultant at Adobe, May 2023 - Feb 2024 · 10 mos, Noida, Uttar Pradesh, India

Education

Bachelor of Technology - BTech, Computer Science, Rajiv Gandhi Prodyogiki Vishwavidyalaya

HSSC, PCM, D.M.A.