Yash Srivastava

• Completed Diploma in Supply Chain Management (Alison, 89%), Six Sigma Certification, and upskilled in Power BI, Advanced Excel MIS,
and Microsoft Copilot for operational reporting.
• Provided operations process documentation consulting for SME clients; conducted targeted GCC market research and sector-specific
positioning for telecom/BPO roles.

iEnergizer delivers 24/7 omnichannel contact centre operations for T-Mobile, one of the largest telecommunications providers in the United States, serving 140M+ subscribers through nationwide wireless and digital services

• Maintained 95% SLA adherence, 90% CSAT, and 75% FCR consistently across a 24/7 contact centre environment through rigorous Performance Monitoring, Call Quality Monitoring, and Team Management.
• Generated USD 1.5M+ revenue through sustained performance across activation and upsell pipelines; recognised with T-Mobile US
Service Excellence Award 2023-24.
• Handled end-to-end customer service and telecom operations for T-Mobile US customers, managing 50-60 customer interactions daily
including service activations, billing support, account modifications, and order tracking while ensuring SLA compliance and Customer
Satisfaction.
• Achieved 725+ service activations within defined TATs during high-volume peak campaigns (Black Friday, Christmas) through proactive
workload planning and queue prioritisation.
• Conducted root cause analysis on recurring customer issues, driving FCR improvement from 72% to 78-80% by identifying failure patterns and redesigning Customer Complaint Handling workflows with cross-functional teams.
• Built and maintained Power BI dashboards and Advanced Excel MIS reports enabling data-driven KPI reviews at daily, weekly, and monthly
cadence for management reporting.
• Led complete Escalation Management lifecycle, covering identification, ownership, cross-functional coordination, and resolution, ensuring Service Recovery and minimising repeat customer contacts.
• Drove successful onboarding and development of 25+ associate batches through structured training, floor support, and quality coaching, enhancing Customer Satisfaction and Operational Excellence.
• Utilised CRM Systems and Microsoft Teams to coordinate team activities, track Customer Retention metrics, and ensure seamless
omnichannel service delivery.

D2C e-commerce and custom woodcraft startup; 500+ monthly orders across digital channels
• Managed end-to-end order fulfilment and SLA Management across digital and B2B channels, leading structured process improvement
reviews to address operational gaps.
• Designed and maintained 15+ Advanced Excel performance trackers monthly, providing KPI insights to a 15-member team and supporting
data-driven operational decisions.
• Coordinated the processing of 500+ monthly orders across digital channels, ensuring timely fulfilment and enhancing customer experience.
• Improved operational visibility through structured reporting and workflow coordination, supporting efficient order management and service
delivery.

India's largest private sector bank with 9, 500+ branches and international presence, serving 100M+ customers
• Managed and reviewed 300+ customer loan profiles within Wholesale Banking Operations (WBO), ensuring process accuracy and
compliance with banking procedures.
• Delivered customer service and loan processing support while maintaining full adherence to KYC and AML requirements in a regulated
banking environment.
• Led daily operational briefings and supervised a team of 12 associates, consolidating performance updates and communicating operational
reports to the Reporting Manager (RM).
• Prepared and submitted monthly MIS and performance reports to the Cluster Head (CH), providing operational visibility and supporting
informed business decisions.
• Drove operational efficiency by coordinating a team of 12 associates and enabling the timely processing of 30+ monthly loan profiles,
supporting improved turnaround time (TAT) and informed decision-making across branch leadership.

Professional training institute for communication and career readiness
• Designed and delivered structured communication and professional development programs for 100+ entry-level learners, improving
workplace readiness and employability outcomes.