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archit mathur

@architmathur

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Customer Experience Leader with 17 years of transformative operations expertise.

India

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What I'm looking for

I seek a role that fosters innovation, values customer-centric solutions, and offers growth opportunities.

I am a Customer Experience and Service Operations Leader with 17 years of dynamic expertise in empowering organizations to exceed their cost-efficiency goals. My notable achievement includes leading the strategic relocation of PepsiCo's Consumer Experience team from the U.S. to India, resulting in significant savings of $10 million and a remarkable 60-70% reduction in labor costs. Over three years, I transformed customer experience as a Customer Delivery Leader, driving digital initiatives like AI-powered CRM and chatbots, which led to a 30% reduction in resolution times and a 35% increase in customer satisfaction.

My experience includes optimizing workflows that unlocked $6 million in annual cost savings, ensuring 98% on-time delivery, and boosting team productivity by 40%. At PepsiCo, I pioneered the North American consumer experience team's transition, enhancing efficiency by 20% and elevating customer satisfaction levels. I am passionate about building high-performing teams and implementing innovative solutions that drive measurable improvements in service quality and operational efficiency.

Experience

Work history, roles, and key accomplishments

Senior Manager North America Operations

PepsiCo Global Business Services

Aug 2021 - Jun 2024 (2 years 10 months)

Pioneered North American consumer experience team's transition through process mapping and KPI definition, enhancing efficiency by 20% and elevating customer satisfaction levels. 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.

Process Mapping KPIs Salesforce CRM Efficiency Improvement Customer Satisfaction Talent Acquisition Training Development

Manager Service Operations

Huawei Technologies India

Nov 2016 - Aug 2021 (4 years 9 months)

Led call center operations across multiple channels, ensuring compliance and vendor SLA adherence while cutting costs by 15% through smart, strategic decisions. 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.

Call Center Operations Vendor Management SLA Cost Optimization Response Time Reduction Average Handling Time (AHT) Reduction

Operations and Quality

Wipro BPO/Technologies

May 2006 - Oct 2016 (10 years 5 months)

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.

Incident Management Change Management Quality Assurance Technical Support Process Improvement Problem Solving

Education

Degrees, certifications, and relevant coursework

AAIDU - Allahabad University

BSc, Multimedia

Completed a Bachelor of Science degree with a focus on Multimedia. Gained foundational knowledge and practical skills in various aspects of multimedia.