Abhishek Agrawal

Leading 800+ GCC team, supporting $1.2B+ customer revenue base across Americas, EMEA, and APAC. $80M+ P&L operating budget accountability. Responsible for India service delivery and operations, global technical cloud service delivery across multi-cloud infrastructure. BOARD GOVERNANCE & GCC TRANSFORMATION • India Board Director: Governance, financial audit, regulatory compliance, CSR strategy, and culture transformation • GCC Architecture: Scaled operations 54→800+ FTEs in 5 years, transformed offshore center into strategic global innovation hub • P&L Excellence: Drive $80M+ operating budget delivering 30%+ EBIT improvement within 18 months through workload elimination, AI/automation, vendor optimization, and process re-engineering while maintaining less than 12% attrition • Built GenAI/AIOps center of excellence (Claude, Copilot, Moogsoft, SL1, Custom ML models) achieving 26% workload/ETA optimization LEADERSHIP & OPERATIONAL EXCELLENCE • Service Delivery Excellence: 24/7 multi-cloud infrastructure operations, 95%+ customer satisfaction, and consistent SLA compliance across critical cloud infrastructure • Conceptualized CX initiatives: 100% triage within 24hrs, 50% reduction in client dissatisfaction, 29% faster RCA cycles • Talent Ecosystem Architect: Built employer brand through partnerships with engineering colleges, succession planning for 50+ leadership roles. Accelerated hiring cycles 40% while maintaining quality • Regulatory & Compliance Excellence: Navigate complex Indian labor laws, corporate governance, compliance requirements with zero incidents across 5-year tenure. Board-level accountability for audit oversight and regulatory frameworks • Crisis Leadership: Led COVID-19 business continuity with zero disruption

AI-driven automation, and operational efficiency. • Conceptualized tier-based support model achieving 93% enterprise customer retention success • Championed cost optimization through workload deflection, process automation, and vendor optimization delivering measurable EBIT contribution • Deployed quality governance framework increasing peer review assessments 100% • Built foundation for GenAI/automation initiatives that later scaled across global operations

Scaled India delivery & operations for most awarded SaaS Tech platform (400+ awards, #1 in 97 G2 categories, #4 Best AI Software globally, #58 Best Software Product worldwide). • Partnered directly with CEO/COO on India strategy, operational excellence, cost drivers, product development innovation, customer support and success—driving measurable revenue expansion and customer happiness • Operational Excellence: Delivered NPS 72→83, CSAT 91%→96.1%, same-day issue closure 41%→69% across SMB, Mid-market, Enterprise and Channel partners. - Onboarding, adoption, API integration, support and retention. Identify VOC /Top case drivers and influence the product roadmap • Scaling: 29.7% YoY customer growth with only 8.7% case increase through product automation and self-service • Product Strategy & Revenue Expansion: Led Product/Engineering collaboration to influence product development roadmap, feature building, bug fixes, and upsell opportunities • Accelerated talent acquisition: Reduced hiring cycle 50% through innovative training bootcamp

GLOBAL OPERATIONS & EXPANSION - AMAZON Built global Operations, support and success organization from ground zero for Amazon's Tech SaaS self serve ad product. Amazon's new business unit. Scaled operations to 260+ multilingual FTEs across 10 countries and 9 languages - India (core team), US, UK, Japan, Germany, France, Italy, Spain, Mexico and Canada; establishing operational frameworks, cultural bridges, and compliance structures for rapid international expansion. • Architected global operations from 0 to 260+ across India, US, UK, Japan, Germany, France, Italy, Spain, Mexico and Canada • AI & Automation: ML fraud detection (50% accuracy improvement, 3.2%→1.1% escalations), 0→70% automation (72hrs→4hrs TAT) • Operational Excellence: 32% team effectiveness, 40.3% cost reduction, built CoEs for engineering support and moderation • Product Partnership: Influenced roadmaps across web, mobile, Kindle—delivered ML and digitization frameworks

Built and led onshore operations in USA from 0→300+ FTEs with full P&L accountability for Fortune 500 Banking and Services client. Managed seasonal volume fluctuations (1X-4X-1X) while maintaining service quality and financial performance. • P&L Leadership: Delivered 31% EBIT improvement within 10 months through operational restructuring and cost optimization • Client Engagement: Led C-suite quarterly business reviews, contract negotiations, and strategic account planning for world's largest tax services provider • Crisis Management: Successfully managed rapid scaling (4X volume spike) during peak season with minimum client impact

Built and scaled India delivery operations from 0→400+ FTEs supporting BFSI clients across Australia, UK, and USA. P&L accountability for multi-product portfolio including Credit Cards, Personal Loans, Mortgages, and Retail Banking operations. BUSINESS IMPACT • Financial Performance: Delivered +43% EBIT improvement and 3X revenue growth ($4M→$12M) through operational excellence and portfolio expansion • Portfolio Growth: Added $130M annually to client loan books; drove 23% cost reduction through automation and process optimization • Client Expansion: Secured new client portfolios worth $130M+ annually through operational excellence and service quality GLOBAL TRANSFORMATION INITIATIVES • Led strategic transformation projects across 5 countries spanning 4 continents (Australia, UK, USA, China, Peru) delivering $30M+ in client savings • Peru Banking Transformation: Reengineered end-to-end Credit Card operations, improving delivery rate from 32% to 68% • Australia Banking Optimization: QMS framework implementation reducing workforce requirements by 16% while improving quality • China Operations: Consumer banking reengineering reducing operating costs by 30% OPERATIONAL LEADERSHIP • Built high-performing teams across multiple verticals: unsecured lending, mortgage operations, retail banking services • Crisis Leadership: Executed rapid disaster recovery—relocated 400+ FTEs following Sitapura facility fire, restored operations within 72 hours with zero client impact

Senior Manager: Lead BFSI customer support Operations for Consumer Banking (Top Australia Banks). Manager - Leading group of operations teams for Technical support. Transitions + Operations.

Manager technical support team for US technology majors. Lead a group of 5 Team Leads, 80 Techs and 12 Senior Techs New launches and ramp-ups 1. Started with Pilot and ramped up the Tech support service delivery team from 0 to 70. Stabilized all the processes such as Quality monitoring, MIS, Profit Center, Staffing and scheduling. Handled all the client communications from Sutherland India 2. Transitioned from 0 and led 2 projects ‘Gateway Onsite’ and ‘Gateway Credit Check’. Responsible as a ‘single window interface’ from Sutherland India to the clients. Scaled and led 3 Team Leads, 64 FTE 3. Team Leader in Gateway technical support Team of 25 Techs and 2 Group Leaders • Along with operations, additional responsibility of the Transitions Queue. This was to make new hires, post the process training, at par with the skill and level as that of the production floor and customer requirements Achievements: • Won 3 ‘BEST Team Lead’ Awards • First team to achieve continuously 100 % CSAT (Customer Satisfaction) and FCR (First Call Resolution) • Played a vital role in improving the Customer Satisfaction scores to 76 % and FCR scores to 60 % within first three months for the entire production floor • All the team members were a part of 100 % CSAT club based on the customer satisfaction scores

Compaq (HP) Technical Support. • Lead a 25 member team • Promoted as a Team Leader within 9 Months of joining as a fresher • Implement new account delivery initiatives like rapid response system (1 hour SLA) • Best Team Lead award for Team Productivity and Quality • Best Technician award for maximum productivity with required accuracy