Shubhabrata Roy Gupta
@shubhabrataroygupta
Senior Operations and Customer Experience leader driving global CX transformation, SLA governance, and automation-led efficiency.
IndiaWhat I'm looking for
I’m a Senior Operations and Customer Experience leader with 15+ years of experience driving global service delivery, customer experience transformation, and large-scale operational programs in enterprise technology environments.
I’m known for CX optimization, SLA governance, escalation management, process re-engineering, and automation-led efficiency improvements—consistently partnering with cross-functional stakeholders to deliver measurable business outcomes.
In my recent work, I lead end-to-end operational workflows with accountability for SLA adherence, service quality, and customer satisfaction. I drive proactive escalation management, root-cause analysis, and corrective action planning to minimize business impact.
Earlier, I led the migration and development of the new Certification Manager platform for Citrix, ensured operational readiness, and aligned delivery across SLA & KPI governance. I also re-engineered and simplified Citrix Education support workflows, delivering a 20% year-over-year reduction in support ticket volume through audits, continuous optimization, and clear operating rhythms.
Experience
Work history, roles, and key accomplishments
Led end-to-end operational workflows, owning SLA adherence, service quality, and customer satisfaction. Drove proactive escalation management with root-cause analysis and corrective action planning, and partnered with cross-functional teams to deploy automation and AI-driven process improvements.
Led migration and development of the Certification Manager platform, ensuring seamless transition and operational readiness aligned to SLA and KPI governance. Re-engineered Citrix Education support workflows, achieving a 20% year-over-year reduction in support ticket volume while defining KPIs, dashboards, and operating rhythms.
Served as Program Manager for revenue-generating education initiatives including Citrix Hands-on Labs and Citrix Practicum. Managed end-to-end program operations across lifecycle management, SKUs/releases, and stakeholder communications to support scalability and consistent customer experience.
Managed global escalations, operational quality audits, and internal training programs for Citrix Education. Ensured high accuracy, compliance, and premium customer experience across education operations.
Provided L1/L2 technical support while consistently meeting SLAs and performance KPIs. Acted as a subject matter expert (SME) to support team productivity and service quality.
Technical Support Executive
Microland
Jan 2007 - Jan 2009 (2 years)
Delivered frontline technical support with a strong focus on customer satisfaction and first-call resolution. Managed customer issues through timely troubleshooting and effective service execution.
Education
Degrees, certifications, and relevant coursework
Indian School of Business
Master of Business Administration, Business Administration
Completed an MBA from the Indian School of Business (ISB).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Shubhabrata?
You can contact Shubhabrata and 90k+ other talented remote workers on Himalayas.
Message ShubhabrataFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
