Archit Mathur

Archit Mathur Jaipur, India |-|-| LinkedIn SUMMARY ____________________________________________________________________________ As a Customer Experience and Service Operations Leader with 17 years of dynamic expertise, I excel at empowering organizations to exceed their cost-efficiency goals. For instance, I led the strategic relocation of PepsiCo's Consumer Experience team from the U.S. to their global business hub in India, resulting in significant savings of $10 million and an impressive 60-70% reduction in labor costs. Over three years, I transformed customer experience as a Customer Delivery Leader. I drove digital initiatives like AI-powered CRM and Chabot, achieving a 30% reduction in resolution times and a 35% rise in customer satisfaction. By optimizing workflows, I unlocked $6 million in annual cost savings, ensured 98% on-time delivery, and boosted team productivity by 40%, cementing customer-centric excellence. SKILLS ____________________________________________________________________________________ Customer Experience Management, Contact Center Operations(B2B/B2C), Vendor & Stakeholder Management, P&L & Budget Control, Transition & Project Management, Data Analysis & Root Cause Analysis. Risk Mitigation & Compliance Performance KPI Management, Team Building & Leadership. EXPERIENCE ____________________________________________________________________________________ PepsiCo Global Business Services Hyderabad, India Senior Manager North America Operations August 2021 – June 2024 ● Pioneered North American consumer experience team’s transition through process mapping and KPI definition, enhancing efficiency by 20% and elevating customer satisfaction levels. ● Orchestrated a dynamic CX talent pool through targeted internal recruitment and training, elevating team excellence and customer satisfaction. ● Collaborated with business and Customer of excellence team for Salesforce CRM implementation and knowledge base testing, driving a 15% improvement in customer response times and operational efficiency. ● Initiated manpower optimization and cost reduction by streamlining processes and implementing targeted training, slashing labour costs by 10% while maintaining the KPI. ● Spearheaded a structured daily/weekly/monthly reporting cadence with the WFM team, aligning all KPIs with business and COE team objectives, improving performance tracking accuracy by 20% and operational efficiency. Huawei Technologies India Manager Service Operations ● Jaipur, India November 2016 August 2021 Led call center operations across multiple channels, ensuring compliance and vendor SLA adherence while cutting costs by 15% through smart, strategic decisions. ● Drove standout results as a leader, cutting response times by 25% and lifting team productivity by 10%, all while building diverse, high-performing teams that thrived. ● Optimized customer service operations, reducing Average Handling Time (AHT) by 20% through the implementation of Chabot, leading to enhanced team efficiency and improved resource allocation. ● Elevated team performance and customer satisfaction by 15% and 10%, respectively, through the launch of a comprehensive 4-week training program focused on active listening and problem-solving, driving measurable improvements in service quality. Wipro BPO/Technologies New Delhi, Hyderabad, India Operations and Quality May 2006 October 2016 ● Drove incident and major incident management process; served as SPOC for Severity 1 situations. ● Played lead role in high-priority client escalations and change management initiatives. ● Quality Analyst – Monitored QA parameters and improved SLA adherence. ● Sr. Associate – Provided post-sales technical support (Modems, Routers – UK Market). EDUCATION ____________________________________________________________________________________ BSc – Multimedia, AAIDU – Allahabad University ISC (12th), Colvin College, Lucknow ICSE (10th), Colvin College, Lucknow CERTIFICATIONS ____________________________________________________________________________________ ● ● ● ● Certified COPC VMO Implementation Leader. Certified SQL using AI tool Certified on AI tools and ChatGPT Certified Power BI expert.