Yograj Khandelwal

Owned end-to-end operations for 180+ workforce and 12 reporting managers across multi-client backend production and customer support services. Reduced operating cost by ~65% through automation and built a 57-partner vendor ecosystem.

Achieved consistent SLA and quality targets across Amazon voice support operations managing 40+ agents. Reduced repeat customer escalations by ~30% through structured process improvement and root cause analysis.

Supervised multi-queue operations, monitoring floor performance and ensuring SLA compliance. Conducted quality audits and calibration sessions to improve service consistency.

Managed daily operations for 22 associates, monitoring SLA, KPI, and quality metrics. Improved resolution quality through structured coaching and performance reviews.

Led 20+ agents and SME support, managing service quality, training programs, and performance reporting.

Managed Google's Knowledge Graph content operations, overseeing contributor workflows for new topic creation and existing topic lifecycle management across 7 processes with 50–150 staff. Delivered consistent performance and quality targets aligned with Google's operational SLAs.

Implemented reporting standards and training modules improving process consistency and audit readiness.

Led quality improvement, training rollouts, escalation management, and performance reporting.

Holds a Project Management Professional (PMP) certification from the Project Management Institute.