Prosper with Abhi
@abhishek-mishra
I build customer success, learning, and frontline capabilities that improve service quality, engagement, and business performance.
IndiaWhat I'm looking for
I've built customer experience, employee capability and commercial performance across Citigroup, Hutchison 3, Radisson Blu, Axis My India and my consulting practice, Prosper with Abhi. Over 26+ years, I've worked at the intersection of customer success, learning & development, frontline performance, sales enablement and operating discipline through the WSS Business Performance Framework™.
At Citigroup, I sustained 94% customer satisfaction and reduced attrition by 15%; at Hutchison 3, I increased campaign sales by approximately 20% and reduced attrition to around 3%. At Axis My India, I improved data quality by 12%, increased survey accuracy to 85% and enhanced productivity by 8%.
Through Prosper with Abhi, I partner with founders and leadership teams to design learning journeys, SOPs, sales enablement programs and scalable operating systems. My work for Realty 21 & Endless Realty supported approximately ₹17+ crore in business generation within the last 2 years.
I bring a practical combination of customer experience, training, coaching, sales enablement, leadership development and business performance improvement—with a strong focus on measurable outcomes.
Experience
Work history, roles, and key accomplishments
Partnered with founders and executive leadership teams to strengthen customer experience, customer-facing capability, and commercial performance through consulting and enablement interventions. Designed learning journeys, capability frameworks, SOPs, and sales enablement programmes that improved service consistency and business outcomes.
Head – Training & Performance Management
Axis My India
Jun 2022 - Jan 2023 (7 months)
Directed learning, capability development and performance management strategies for Pan-India workforce supporting Market Surveys.
Optimized governance, capability & SOP frameworks improving data quality by 12%, survey accuracy to 85% & enhancing organizational productivity by 8%.
Partnered with senior leaders to strengthen performance reviews, accountability & embed improvement across Operations.
• Delivered customer experience, leadership, behavioral and business performance consulting across banking, manufacturing, education, healthcare and service organizations, strengthening frontline capability and customer-facing performance.
• Directed the learning strategy for 400+ employees and 19 departmental trainers, aligning frontline capability with guest experience, service excellence, customer satisfaction and business performance.
• Strengthened service leadership, employee engagement and operational discipline while sustaining quality compliance above 80% and annual NPS above 75.
• Delivered customer experience, leadership, behavioral and business performance consulting across banking, manufacturing, education, healthcare and service organizations, strengthening frontline capability and customer-facing performance.
Sales Team Leader
Hutchison 3 Global Services
May 2008 - Oct 2010 (2 years 5 months)
• Transformed customer-facing team performance through structured coaching, performance management and sales enablement, increasing campaign sales by approximately 20%, reducing attrition to around 3% and earning multiple leadership awards.
• Directed customer service, sales, coaching and quality operations supporting U.S. banking clients, sustaining 94% customer satisfaction while reducing attrition by 15% through focused leadership, capability development and service performance management.
Process Trainer
Transworks - Aditya Birla Group (Later Minacs)
Apr 2003 - Dec 2004 (1 year 8 months)
• Facilitated process, product and customer service capability development for international operations for the USA Credit Card market, representing MBNA & Discover Credit Cards, strengthening frontline performance through structured training and coaching. Partnered with operations teams to improve knowledge transfer, quality standards and service consistency.
Assistant Manager Restaurants
TGI Friday's
May 2000 - Apr 2003 (2 years 11 months)
• Established a strong foundation in customer experience, service excellence, operational discipline and team leadership within premium hospitality organizations including TGI Friday's and Carlson Group of Hotels.
Education
Degrees, certifications, and relevant coursework
Dale Carnegie Training India
Certified Trainer, Training & Development
2011 - 2011
Grade: NA
OSHM - Kerala - India
Diploma in Hotel Management - AICTE, Hospitality
1997 - 2000
Grade: 78.24%
Completed dual diploma along with AH&MA. This one was approved by All India Council of Technical Education (A.I.C.T.E.).
American Hotel & Motel Association
International Diploma in Hospitality Management, Hospitality
Grade: Honors
Out of 8 subjects of International Hospitality Management, I passed 3 with Honors i.e. 90%+ and the remaining 5 with 70%+. This was a dual diploma course, with the course being conducted full time in India, across a duration of 3 years, while being administered & examined from United States.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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