rohit sarkar

I’m an Operations and Customer Success Leader with 5+ years managing teams, clients, and stakeholders across Swiggy, HSBC, Byju's, and BPO environments. I specialize in building scalable operations, driving measurable SLA/CSAT/FCR/AHT improvements, and running cross-functional programs that stick.

At Swiggy, I led end-to-end operations for Crew for You, collaborating with CEO and senior leadership on product-market fit and scalability. By applying LLM APIs and AI models to automate customer communication workflows, I reduced manual effort by 40%, reduced SLA deviations by 50%, improved First-Time Resolution by 30% in 60 days, and automated 6 critical workflows to improve onboarding TAT by 25% and reduce rework by 40%.

Previously at HSBC, I led CRM teams across UK and India operations—achieving 100% SLA compliance while maintaining 92%+ CSAT, reducing resolution time by 52%, increasing throughput by 40%, and improving FCR by 18% while lowering SLA breaches. I bring a hands-on approach to process redesign, escalation path optimization, root cause analysis, and continuous improvement through SOPs, knowledge bases, and performance coaching, and I’m now upskilled in AI/LLM product development after building 3 AI-powered applications.