Open to opportunities

archit mathur

@architmathur

I’m the operations leader who once cut $10M in costs and pushed CSAT past 90% while managing 500+ global team members—and I'm ready to do it again rem

India

Message

What I'm looking for

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

Senior Customer Experience & Operations Leader with 18+ years of expertise managing large-scale international delivery (US/UK/APAC) for major global brands. I specialize in operational turnarounds, deploying AI and automation to drive down AHT, and building high-performing, customer-first support organizations.

Following a purposeful career pause for family priorities, I am actively looking for remote leadership roles where I can help scaling companies optimize their service operations, streamline metrics, and elevate client satisfaction. Based in Jaipur, India, and comfortable working across global time zones.

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 Efficiency Improvement Customer Satisfaction Talent Acquisition Salesforce Training and 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.