Yash Srivastava

• Owned end-to-end daily operations across an omnichannel environment (voice, chat, and email), managing 50+ customer interactions per day in a 24/7 setup while maintaining full SOP compliance, service quality standards, and consistent customer experience delivery.
• Tracked and reported daily operational KPIs (SLA adherence 95%, CSAT 90%, FCR 75%, and order accuracy) through Power BI dashboards and Advanced Excel MIS reports, enabling data-driven management reviews at daily, weekly, and monthly cadence.
• Delivered 725+ service activations within defined turnaround times, including during high-volume peak periods such as Black Friday and Christmas, by planning workload and prioritising effectively.
• Managed the full escalation lifecycle end-to-end - identification, ownership, cross-functional coordination, and resolution - minimising operational disruption and meeting resolution SLAs.
• Conducted root cause analysis on recurring operational issues and partnered with cross-functional teams to redesign processes and reduce repeat issues.
• Served as Subject Matter Expert (SME) for new-hire batches of 25 associates, leading onboarding, floor support, and quality training to accelerate team readiness.
• Supported customers with device activations, eSIM setup, payment arrangements, AutoPay updates, line reactivations, order tracking, and service troubleshooting while ensuring accurate account handling and high customer satisfaction.
• Contributed to USD 1.5M+ in revenue through sustained performance against productivity and quality targets, while managing multiple priorities simultaneously.

Managed day-to-day order management and fulfilment operations, ensuring SLA and turnaround-time compliance, and led structured reviews to close process gaps in order processing and delivery coordination.

Designed and maintained 15+ Advanced Excel performance trackers monthly, distributing KPI insights to a team of 15 to drive operational
efficiency.

• Processed transactions and managed service requests in a regulated banking environment, ensuring full compliance with
Know Your Customer (KYC) and Anti-Money Laundering (AML) standards.
• Maintained accurate customer records and documentation while ensuring confidentiality and adherence to banking regulations.

• Resolved customer queries and processed service requests efficiently, contributing to a positive customer experience and timely issue resolution.

• Supported branch operations through transaction processing, record verification, and compliance with internal SOPs and audit requirements.

• Designed and delivered structured training programmes focused on communication skills and professional conduct,
facilitating people development for entry-level staff. Earned Six Sigma Enhanced proficiency in Power BI, Advanced Excel, Claude AI, and Microsoft Copilot to support reporting, workflow
documentation, and operational efficiency. Continued professional development in operations and process improvement.