Yash Srivastava profile photo 1 on Tal

Yash Srivastava

Customer Operations & CX Professional | 7+ Yrs | CRM | Omnichannel Support | 90% CSAT | AI & Automation | Open to UAE, Europe & Remote Roles

New Delhi

8+ years of work experience

Freelance
Jan 20266 mosPresent

Remote

Authored "You're Not Getting Fired — You're Being Quietly Replaced", a non-fiction work exploring AI disruption, workforce automation, and performance in the modern workplace. Writing and research conducted alongside professional CX career.
iEnergizer
Jul 20222 yrs 8 mosFeb 2025

Noida

• Ranked among top performers for Add-A-Line activations, driving 725+ line activations over 29 months at 25+ units/month across peak campaigns (Black Friday, Christmas, New Year), contributing to revenue growth and customer retention for T-Mobile US. • Generated $1.5M+ in device and plan revenue over 29 months through activation of iPhone 14, 15, 16 series and Apple Watch, exceeding monthly targets and enhancing customer lifetime value. • Consistently achieved strong performance metrics including 75% First Contact Resolution (FCR), 90% CSAT, 95% Quality Score, and 95% Schedule Adherence, exceeding SLA/KPI targets. • Recognized by the US-based telecom client (T-Mobile US) for outstanding Add-A-Line and upgrade performance, earning Service Excellence recognition and consistent appreciation for sales results and customer satisfaction. • Delivered high-volume omnichannel customer support (chat & voice) using Conversational Cloud, managing 15–20 concurrent chats/hour and ~50 queries/day for a leading US-based telecom client (T-Mobile US). • Utilized CRM platforms (Salesforce, Conversational Cloud) and AI-powered tools (Microsoft Copilot, Glean AI) to enhance response accuracy, streamline workflows, and accelerate query resolution. • Handled account, billing, and service-related queries with empathy and accuracy, ensuring seamless end-to-end resolution and high customer satisfaction. • Managed customer complaints and escalations (5–10%), collaborating with cross-functional teams to deliver timely and effective resolutions. • Performed root cause analysis and contributed to process improvements, reducing repeat contacts and improving turnaround time. • Created MIS reports and dashboards (Excel, Power BI) to track performance metrics, SLA compliance, and support data-driven decision-making. • Trained and mentored new hires on process guidelines, communication standards, and quality metrics, improving team productivity.
WoodCrony
Nov 20192 yrsOct 2021

Greater Noida Omicron

• Analyzed business processes and service workflows to identify gaps, inefficiencies, and opportunities for optimization. • Designed and maintained Power BI dashboards and Excel MIS reports to track KPIs, productivity, and operational performance. • Performed data analysis and trend identification to support decision-making and improve customer experience outcomes. • Collaborated with cross-functional teams to implement process improvements, resulting in increased efficiency and reduced turnaround time. • Monitored and reported key performance indicators (KPIs), ensuring alignment with business goals and service standards. • Created detailed reports, presentations, and insights for leadership to support strategic planning. • Supported data-driven decision making by transforming raw data into actionable insights. • Ensured data accuracy, consistency, and compliance across reporting systems. • Contributed to improving customer satisfaction and operational performance through analytical insights.
HDFC Bank
Mar 20161 yr 1 moMar 2017

Prayagraj

• Supported loan disbursal operations and documentation for financial inclusion programs, ensuring accuracy and compliance. • Managed customer records and transactions using Finacle and SAP, maintaining data integrity and confidentiality. • Assisted in customer query resolution related to accounts, loans, and documentation with a service-oriented approach. • Monitored and tracked delinquency and repayment data, supporting reporting and follow-ups. • Prepared MIS reports and operational summaries for internal review and decision-making. • Ensured adherence to regulatory compliance, KYC norms, and data privacy standards across all transactions. • Coordinated with internal departments and field teams to ensure timely processing and issue resolution. • Maintained high levels of accuracy, documentation quality, and process compliance in daily operations.
Bright Careers
Jan 20142 yrs 1 moJan 2016

Kanpur

• Developed and delivered structured training sessions for diverse groups, building strong communication, coaching, and presentation skills • Designed learning materials and assessments to track progress and ensure knowledge retention — directly applicable to onboarding and quality training in CX operations • Managed performance evaluation and feedback cycles, supporting continuous improvement — skills actively used in iEnergizer process improvement initiatives.

Education

Chhatrapati Shahu Ji Maharaj University (CSJMU), Kanpur

Bachelor of Science - BS, Chemistry

Chhatrapati Shahu Ji Maharaj University (CSJMU), Kanpur

20132 yrs2015
Alison

Diploma in Supply Chain Management, Logistics, Materials, and Supply Chain Management

Alison

Join Yash and 10k+ other professionals on

Tal Boss

Tal is the app where bosses meet engineers & builders directly, without middlemen

Download Tal Boss

Yash Srivastava on Tal

Headline

Customer Operations & CX Professional | 7+ Yrs | CRM | Omnichannel Support | 90% CSAT | AI & Automation | Open to UAE, Europe & Remote Roles

About

Contact Centre Operations Leader | 7+ Years | Omnichannel CX | Team Supervision | Revenue Growth I build high-performing contact centre teams that deliver results, not just service. With 7+ years of experience across omnichannel operations (chat & voice), I have led teams handling 24/7 customer support for international clients, consistently exceeding KPIs across CSAT, FCR, Quality Score, and SLA compliance. What I bring to the table: • USD 1.5M+ in revenue generated through cross-selling and upselling • 90% CSAT | 75% FCR | 95% Quality Score - sustained, not one-time • 725+ Add-A-Line activations over 29 months - ranked among top performers • Hands-on experience in coaching, counselling, monthly appraisals, and team development • Reporting at Individual / Team / Site level using Power BI and Advanced Excel I don't just manage operations - I improve them. Whether it's reducing escalations, improving NPS, or building a motivated team that hits targets every month, I focus on outcomes. Tools I work with: Salesforce CRM | Conversational Cloud | Avaya | Microsoft Copilot | Power BI | Glean AI Open to senior contact centre and customer experience leadership roles globally. Immediately available | Open to relocation | Open to visa sponsorship. Let's connect if you're looking for someone who can hit the ground running.

Location

New Delhi

Work experience

Non-Fiction Author & Thought Leader | AI, Automation & Future of Work at Freelance, Jan 2026 - Present · 6 mos, Remote, Authored "You're Not Getting Fired — You're Being Quietly Replaced", a non-fiction work exploring AI disruption, workforce automation, and performance in the modern workplace. Writing and research conducted alongside professional CX career.

Senior Executive – Operations | International Chat & Voice Support at iEnergizer, Jul 2022 - Feb 2025 · 2 yrs 8 mos, Noida, • Ranked among top performers for Add-A-Line activations, driving 725+ line activations over 29 months at 25+ units/month across peak campaigns (Black Friday, Christmas, New Year), contributing to revenue growth and customer retention for T-Mobile US. • Generated $1.5M+ in device and plan revenue over 29 months through activation of iPhone 14, 15, 16 series and Apple Watch, exceeding monthly targets and enhancing customer lifetime value. • Consistently achieved strong performance metrics including 75% First Contact Resolution (FCR), 90% CSAT, 95% Quality Score, and 95% Schedule Adherence, exceeding SLA/KPI targets. • Recognized by the US-based telecom client (T-Mobile US) for outstanding Add-A-Line and upgrade performance, earning Service Excellence recognition and consistent appreciation for sales results and customer satisfaction. • Delivered high-volume omnichannel customer support (chat & voice) using Conversational Cloud, managing 15–20 concurrent chats/hour and ~50 queries/day for a leading US-based telecom client (T-Mobile US). • Utilized CRM platforms (Salesforce, Conversational Cloud) and AI-powered tools (Microsoft Copilot, Glean AI) to enhance response accuracy, streamline workflows, and accelerate query resolution. • Handled account, billing, and service-related queries with empathy and accuracy, ensuring seamless end-to-end resolution and high customer satisfaction. • Managed customer complaints and escalations (5–10%), collaborating with cross-functional teams to deliver timely and effective resolutions. • Performed root cause analysis and contributed to process improvements, reducing repeat contacts and improving turnaround time. • Created MIS reports and dashboards (Excel, Power BI) to track performance metrics, SLA compliance, and support data-driven decision-making. • Trained and mentored new hires on process guidelines, communication standards, and quality metrics, improving team productivity.

Operations Analyst | CX Process Improvement & Data Analytics at WoodCrony, Nov 2019 - Oct 2021 · 2 yrs, Greater Noida Omicron, • Analyzed business processes and service workflows to identify gaps, inefficiencies, and opportunities for optimization. • Designed and maintained Power BI dashboards and Excel MIS reports to track KPIs, productivity, and operational performance. • Performed data analysis and trend identification to support decision-making and improve customer experience outcomes. • Collaborated with cross-functional teams to implement process improvements, resulting in increased efficiency and reduced turnaround time. • Monitored and reported key performance indicators (KPIs), ensuring alignment with business goals and service standards. • Created detailed reports, presentations, and insights for leadership to support strategic planning. • Supported data-driven decision making by transforming raw data into actionable insights. • Ensured data accuracy, consistency, and compliance across reporting systems. • Contributed to improving customer satisfaction and operational performance through analytical insights.

Transaction Assistant Officer | Banking Operations & Customer Service at HDFC Bank, Mar 2016 - Mar 2017 · 1 yr 1 mo, Prayagraj, • Supported loan disbursal operations and documentation for financial inclusion programs, ensuring accuracy and compliance. • Managed customer records and transactions using Finacle and SAP, maintaining data integrity and confidentiality. • Assisted in customer query resolution related to accounts, loans, and documentation with a service-oriented approach. • Monitored and tracked delinquency and repayment data, supporting reporting and follow-ups. • Prepared MIS reports and operational summaries for internal review and decision-making. • Ensured adherence to regulatory compliance, KYC norms, and data privacy standards across all transactions. • Coordinated with internal departments and field teams to ensure timely processing and issue resolution. • Maintained high levels of accuracy, documentation quality, and process compliance in daily operations.

Training & Development Specialist | Communication & Performance Coaching at Bright Careers, Jan 2014 - Jan 2016 · 2 yrs 1 mo, Kanpur, • Developed and delivered structured training sessions for diverse groups, building strong communication, coaching, and presentation skills • Designed learning materials and assessments to track progress and ensure knowledge retention — directly applicable to onboarding and quality training in CX operations • Managed performance evaluation and feedback cycles, supporting continuous improvement — skills actively used in iEnergizer process improvement initiatives.

Education

Bachelor of Science - BS, Chemistry, Chhatrapati Shahu Ji Maharaj University (CSJMU), Kanpur

Diploma in Supply Chain Management, Logistics, Materials, and Supply Chain Management, Alison