---
title: "Yash Srivastava - Non-Fiction Author & Thought Leader | AI, Automation & Future of Work in New Delhi | Tal"
description: "Meet Yash Srivastava, Customer Operations & CX Professional | 7+ Yrs | CRM | Omnichannel Support | 90% CSAT | AI & Automation | Open to UAE, Europe & Remote Roles based in New Delhi."
image: "https://tal.club/meet/yash-srivastava-1/share-image"
---

# 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

[View the original profile](https://tal.club/meet/yash-srivastava-1)

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