Kartikey Rawat

Lead operations for a team of 150+ across enterprise client accounts, owning SLA compliance, backlog, and operational KPI performance. Own quality validation and governance for annotation deliverables, and serve as primary point of contact for high-priority customer escalations.

Managed end-to-end tele-optometry service operations, coordinating between optometrists and retail partner locations. Owned service scheduling, delivery coordination, and SLA tracking, driving process improvements that reduced service turnaround time.

Directed multi-site quality operations across 250+ team members in 2 locations for Fortune 500 travel-industry clients, governing SLA and CSAT performance. Led quality assurance programs and delivered formal training for 50+ new hires per quarter.

Led transactional QA programs, running systematic audits and improvement initiatives across operations. Applied Lean Six Sigma methodology to identify process inefficiencies and drive measurable quality gains.

Managed daily operations and training for travel-industry BPO services, ensuring SLA adherence and operational KPI achievement. Delivered new-hire training and supported operational ramp-up, contributing to team growth from 50 to 100+ members.

Managed customer service operations for flight modifications, cancellations, and booking support.

Handled travel operations including ticketing, refunds, and customer support for airline clients.

Provided customer support and issue resolution for e-commerce operations.

Pursuing an MBA in Data Science, expected completion in 2027.

Completed a Bachelor of Commerce degree.

Completed a Diploma in Civil Engineering.