Abhilash Rajjan

AR

Looking for a job

Abhilash Rajjan

@abhilashrajjan

I lead AI-enabled customer operations and offshore service delivery teams across global markets.

What I'm looking for

I'm seeking a remote leadership role in operations, service delivery, customer operations, CX transformation, or AI-enabled operations transformation with an employer able to employ or contract in India.

At Xtreme Online Solutions, I lead AI and operations for a 50+ person offshore delivery centre serving 200+ Australian automotive retail clients. I scaled the organisation from 10 to 50+ specialists, helped drive 30% year-on-year revenue growth, and raised CSAT to 94%.

I designed a human-controlled generative AI workflow using the OpenAI API and ElevenLabs that reduced first response time from approximately 12 minutes to 9 minutes and created approximately USD 225K in annualised handling-time capacity. I manage headcount costs, demand-based capacity planning, vendor spend, service quality, and India-Australia distributed delivery.

Previously, I built inside-sales operations at Getit Infoservices / ASKME.com and managed high-volume telesales delivery for Fortune 500 financial-services clients at Zenta Technologies, including JP Morgan Chase. I bring 20+ years of experience scaling teams, improving service quality, reducing costs, and building practical operating systems for customer-facing organisations.

Experience

Work history, roles, and key accomplishments

XL

Current

General Manager - AI & Operations

Current

Xtreme Online Solutions Pvt Ltd

Oct 2017 - Present (8 years 10 months)

Led a 50+ person offshore delivery centre serving 200+ Australian automotive retail clients, scaling the team from 10 to 50+ specialists while raising CSAT to 94% and supporting 30% YoY revenue growth. Designed and rolled out a generative-AI context workflow reducing first response time by 25% and creating ~USD 225K in annualised handling-time capacity.

Operations Management Service Delivery Management Remote Team Leadership Customer Experience Transformation Process Automation Budget Management Capacity Planning Vendor Management Stakeholder Management Transition Management OpenAI API ElevenLabs

GA

Operations Manager - Inside Sales

Getit Infoservices / ASKME.com

Jul 2011 - Jul 2016 (5 years)

Built and ran regional inside-sales operations, directing 50 executives and growing the regional client base by 30%. Designed a KPI tracking system that improved team efficiency by 20% and reduced attrition from 25% to 5%.

Operations Management Inside Sales Team Leadership KPI Tracking Process Improvement Hiring Onboarding Performance Management Client Management Escalation Management

ZT

Project Leader

Zenta Technologies

Jul 2001 - Jul 2009 (8 years)

Managed delivery operations for 110+ telesales executives serving Fortune 500 financial-services clients including JP Morgan Chase. Reduced cost per contact by ~20% and supported ~15% quarter-on-quarter volume growth while maintaining quality.

Operations Management Telesales Team Leadership Cost Reduction Quality Management Client Servicing

Education

Degrees, certifications, and relevant coursework

UM

University of Mumbai

Bachelor of Arts, History

Completed a Bachelor of Arts in History from the University of Mumbai in May 1997.

Tech stack

Software and tools used professionally

GitHub

Node.js

Remote Team

ElevenLabs

OpenAI API

Availability

Looking for a job

Location

India

Authorized to work in

Salary expectations

60k-100k USD

Social media

Job categories

Operations Manager Customer Experience Manager Project Manager Inside Sales Manager Business Operations Manager General Manager

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