Salil Choudhary

Served as Delivery Lead for e-commerce and telecom strategic BUs, governing 3 lines of service/sales/returns with 380+ headcount across Bhopal and Hyderabad. Hyper-scaled a digital LOB from 30 to 300+ FTE in under 6 months and improved CSAT from <58% to 66.35% in 60 days while driving RevOps and operational turnarounds.

Executed a pandemic-era wind-down of a legacy manufacturing entity, liquidating plant machinery to settle working capital debts and clear mortgage liens on key assets. Pivoted the debt-free industrial assets into a commercial rental hub, securing a high-margin, passive revenue stream for stakeholders before exiting the mandate.

Designed and implemented a Consequence Management framework to reduce client contractual liabilities and save revenue in annualized penalty exposure. Partnered with Ingram Micro to secure free Azure certifications for the support team and deployed RPA solutions to reduce cost-to-serve while migrating talent to higher-margin revenue queues.

Introduced pan-India stack ranking rules and targets for voice and non-voice operations, and linked e-learning course completion to employee designation for promotion readiness. Drove internal SOP certifications, initiated a paperless operations program to reduce carbon footprint, and supported continuous process improvement plus Performance Improvement Plans for leadership roles.

Maintained a 10% supervisor buffer by running 20+ supervisor training batches with ~90% promotion success to the next role, while supporting a site ramp from 1,500 to 4,500 through back-to-back batches. Conducted regular internal audits across Quality, WFM, Training, client relation, and recruitment, and coached leadership to improve compliance when audit scores fell below 85%.

Served as best AM for 6 of 9 months on the floor and managed a Customer Care team of 20 experts providing technical support to a web hosting provider’s small business owners. Drove team performance by controlling shrinkage to meet revenue targets/KPIs and led brainstorming for process improvements to improve CSAT.

Earned a B.Sc. in Hospitality & Hotel Administration from the Institute of Hotel Management, Catering Technology & Applied Nutrition, Chennai, studying from 2002 to 2005.