Ashwani saluja

Concentrix India Services

Jul 2017 - Present • Current

• Led end-to-end service delivery and large-scale process transformations, directly owning SLA performance, operational efficiency, and client satisfaction. Led to 90% + SLA over the period of time. • Partnered cross-functionally with Analytics, Quality, Workforce Management, and Engineering to optimize capacity planning and execute resource allocation strategies. • Analysed complex operational data to pinpoint workflow bottlenecks, uncover process gaps, and implement targeted corrective actions. • Standardized operations by authoring comprehensive SOPs, process training documents, and centralized knowledge base articles to maintain quality control. • Engineered dynamic KPI dashboards in Power BI and Excel, yielding real-time SLA visibility and accelerating executive decision-making by 20% - 25%. • Controlled project lifecycles by tracking aggressive milestones, neutralizing operational risks, and ensuring on-time delivery of client objectives.

Concentrix India Services

Jul 2011 - Jul 2017 • 6 yrs

• Optimized queue management and SLA compliance by directing a high-performing team of 20+ specialists alongside continuous process improvement initiatives. • Reduced operational error rates by designing and rolling out robust training programs that directly elevated team performance against CSAT and productivity KPIs. • Accelerated leadership decision-making by providing proactive, data-driven performance reports and predictive trend analyses to senior executives. • Drove down repeat incidents by leading end-to-end root cause analysis (RCA) on escalations and embedding structural process changes along with coaching specialists. Helped reducing the escalation by 18%-20%

Concentrix Corporation (India Pvt. Ltd)

Oct 2006 - Mar 2026 • 19.4 yrs

Led end-to-end service delivery for complex B2B and B2C technical support processes, owning SLA performance, operational efficiency, and client satisfaction across high-volume queues. Managed and coached 30+ specialists, 4–5 junior Team Leaders, and supported handling of ~450 customer queries per day for Microsoft Technical Support operations. Achieved and sustained CSAT of 4.7/5 across priority and non-priority tickets through strong quality governance, coaching, and customer-centric process improvements. Maintained SLA adherence above 90% throughout the financial year while keeping escalations below 2% and average handle time under 35 minutes. Ensured case closure timelines within 2 weeks, improving resolution predictability and client confidence. Partnered with Analytics, Quality, Workforce Management, and Engineering teams to optimize capacity planning, resource allocation, and demand forecasting. Led automation and AI-driven initiatives, including implementation of an AI tool for auto-resolving basic tickets, resulting in 15% workforce optimization without impacting service quality. Analyzed operational data to identify process bottlenecks and performance gaps, driving corrective actions that improved throughput and reduced rework. Designed and deployed dynamic KPI dashboards using Power BI and Excel, providing real-time SLA visibility and accelerating executive decision-making by 20–25%. Standardized operations by creating and maintaining SOPs, process training manuals, and centralized knowledge base documentation, ensuring consistent quality and compliance. Governed project lifecycles, tracked aggressive milestones, mitigated operational risks, and ensured on-time delivery of client commitments. Led global stakeholder governance calls with clients and internal leadership to review SLA performance, delivery timelines, risks, and escalations. Delivered structured training and coaching programs for new joiners, achieving 85% training pass-through rate and faster floor readiness. Maintained attrition below 5% through engagement initiatives, performance coaching, and clear career progression planning. PROCESS TRAINER: Led day-to-day operations for a 20+ member specialist team, optimizing queue management, SLA adherence, and productivity through continuous process improvements. Improved CSAT and productivity KPIs by designing and delivering structured technical and process training programs, significantly reducing operational errors and rework. Conducted root cause analysis (RCA) on escalations and repeat incidents, implementing corrective actions that reduced recurrence and strengthened process stability. Enabled faster and more informed leadership decisions by delivering data- driven performance reports, trend analysis, and predictive insights to senior management. Delivered end-to-end process, product, and troubleshooting training, standardizing SOP adherence and improving first-time resolution rates. Assessed training effectiveness through evaluations and targeted coaching, resulting in lower escalation rates and improved compliance. Supported business expansion initiatives by assisting in the setup of new training sites and scaling operational capacity during growth phases.

iEnergizer BPO Ltd

Apr 2006 - Oct 2006 • 0.5 yrs

Managed chat-based customer interactions for Match.com, supporting marriage and dating profile creation, verification, and optimization. Assisted users with profile accuracy, matchmaking preferences, and account queries, ensuring policy compliance and data confidentiality. Handled high chat volumes while maintaining quality standards, response time SLAs, and customer satisfaction metrics. Resolved sensitive customer concerns with empathy, discretion, and adherence to platform guidelines. Managed chat-based customer interactions for Match.com, supporting marriage and dating profile creation, verification, and optimization.