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Hitesh Kuple

@hiteshkuple

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Customer Operations & Process Excellence | Continuous Improvement | AI-Driven Transformation

India

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I turn customer-support data into fixes that ship. At Delhivery I work in CX Continuous Improvement and AI Automation. Recently shipped:

• An AI agent-assist (next-best-action) layer for CS agents, built on a 171-scenario decision tree; live for 53 agents • 5 Jarvis ticketing fixes: resolution rate up from 68% to 84%, ~1,200 tickets/day auto-closed

• A root-cause review of 62 major B2B accounts: 85 of 109 action items closed, reviewed-account service level up from 65% to 75%

I work through root cause analysis, SOPs and governance, and cross-functional delivery with Product, Engineering and Operations, including field implementation at hubs across India.

6+ years across pharma quality (Sanofi, Pamp;G Health), business development and logistics customer operations. PGDM (Marketing), BIMTECH; MSc Pharmaceutical Chemistry, Goa University.

Tools: Freshdesk, Advanced Excel, Amazon Athena, AWS QuickSight, regression analysis, LLM prompting (Claude, Gemini, OpenAI, Grok).

Open to Continuous Improvement, Customer Support Strategy and AI product/automation roles.

Experience

Work history, roles, and key accomplishments

Current

Senior Project Lead

Current

Delhivery

Jun 2024 - Present (2 years 5 months)

Led AI product and automation initiatives, including an AI agent-assist layer and ticketing automation that improved resolution rate from 68% to 84%. Drove process excellence and governance across customer support and operations.

AI Product Management Automation Decision Trees LLM Prompt Engineering Workflow Automation Root Cause Analysis SOP Development SLA Management Excel Amazon Athena AWS QuickSight Freshdesk Jarvis CRM Microsoft 365

Key Account Manager

Delhivery

Feb 2024 - Jun 2024 (4 months)

Managed top-tier enterprise accounts and resolved complex CX and service-delivery issues by coordinating with operations, security, and logistics teams to meet SLA commitments.

Account Management Customer Experience SLA Management Stakeholder Coordination Reporting Market Analysis

Business Development Manager

Aimil Pharmaceuticals

May 2023 - Jan 2024 (8 months)

Designed and executed marketing strategies for a start-up, driving a 98% increase in sales leads. Mentored a sales team that consistently surpassed targets.

Marketing Strategy Sales Leadership Lead Generation Team Mentoring

Junior Officer, Quality

Procter & Gamble Health Ltd.

Sep 2020 - Oct 2022 (2 years 1 month)

Tested raw, in-process, and finished goods to GMP standards. Investigated out-of-specification results through structured root cause investigation.

Quality Assurance GMP Root Cause Analysis Testing

Quality Control Apprentice

Sanofi Aventis

Apr 2019 - May 2020 (1 year 1 month)

Executed product inspections and quality tests to regulatory specifications. Analyzed data to identify trends for process improvement.

Quality Control Regulatory Compliance Data Analysis Process Improvement

Education

Degrees, certifications, and relevant coursework

BIMTECH, Centre for Online Studies

PGDM, Marketing

2023 - 2025

Grade: CGPA 7.53

Pursued a PGDM in Marketing with coursework in Data Analytics, Machine Learning, and Digital Transformation. Dissertation focused on the emerging role of AI in marketing activities.