Nikhil A.

Background

About Nikhil A.

With over 13 years at Tech Mahindra and over a decade of experience in the Telecom and Service industry, I am a result driven Senior Manager. My expertise lies in Quality Assurance, Customer Experience transformation and Operational Excellence ensuring seamless service delivery in a dynamic telecom environment. I hold a certification in ISO and have expertise in business process outsourcing (BPO) and customer relationship management (CRM). Key Highlights: Process & Performance Optimization: Spearheaded initiatives that improved first-call resolution, customer satisfaction, and compliance metrics, reducing missed resolutions and enhancing follow-up efficiency. Leadership & Coaching: Mentored and developed high-performing QA teams, driving continuous improvement through data-driven insights and actionable feedback loops. Stakeholder Management: Collaborate closely with operations leaders to address service gaps, optimize workforce planning, and implement scalable quality frameworks. Customer-Centric Approach: Passionate about enhancing customer journeys, leveraging analytics and root cause analysis to drive measurable improvements in service delivery and retention. Telecom & BPO Expertise: Deep understanding of contact center operations, workforce management, and regulatory compliance in the telecom sector. I thrive in fast-paced, customer-focused environments, bridging the gap between business objectives and service excellence. Always open to networking and exploring opportunities in quality management, customer experience, and telecom operations. Let’s connect and discuss how I can bring impactful quality strategies to your organization!