RITESH KUMAR GUPTA

Phone: +91 7702223061 | Email: riteshgupta0710@gmail.com

Linked In: https://www.linkedin.com/in/ritesh-gupta-2956048

PROFESSIONAL SUMMARY

Two decades of experience in Global BPO and Startups companies| e-commerce| Online Ordering Platform|
Outsourcing Tech Support |Software | Telecom | Financial Services / Fintech| IT & Transportation.
Capability in all aspects of General Management for strategically leading a function/business. Prior
experience in BPO Operations, Sales, Risk, Analytics, Program Management, Quality, Content, L&D, OpEx
and Transformation.

SKILL HIGHLIGHTS

Proficient in BPO Operations Service Delivery, Continuous Improvement, Process Re-Engineering, Data
Analytics, Transformational Improvements, Outsourcing, Change Management, Strategy, Operational
Strategy, Operations Excellence, Training, Problem-solving, Customer Experience, Stakeholder
Management, Content Management, Six Sigma, People Leadership and Management.

PROFESSIONAL EXPERIENCE
Swiggy - Bundl Technologies Pvt Ltd - Bangalore
General Manager CX, OpEx Quality & Training Sep 2022 to present

• Leading in-house operations and partner delivery on CSAT & Resolution with a team of quality,
hiring, content, and training delivery specialists (>4000 FTE | 14 sites across India).)
● Collaboration with various functions to improve the customer experience and ensure the seamless
dissemination of learning through quality and training.
● Developing impactful new-age strategies to monitor, govern, and drive quality assurance.
● Developing people and acting as a career counsellor to build a high-performing team by fostering
relationships and resolving conflicts.
● Examined and implemented best-in-class industry-wide learning and business tools for Auto QA,
Digitizing Hiring, LMS, and e-learning.
● Strategically establishing the Quality and Training Assurance program to ensure the business metric
is met.
● Led the effort to reduce defects, refreshers, and a change in training curriculum and approach.
● Improved the coaching and feedback methodology on errors, ACPT learnings, and goal-achieving
activities.
● Creating methodologies and determining the capabilities, processes, governance, working methods,
and talent mix of operating models.
● Designing future-state operating models, blueprints, and baselines, as well as execution roadmaps,
to support readiness, successful transition, and realisation of future outcomes.

Key Achievements
● Led initiative for Swiggy to save $85900 through product changes and a cost-cutting exercise on
quality and training tools.
● Improved CSAT from 67% to 77% in H2 2022 through training interventions, process, and business
transformation
● Led a project to increase the Resolution metric by 2.5% through QA Automation, Coaching, and
Learning Experience.
● Re-Engineered Quality Assurance and Training Delivery at Swiggy and led the adoption of the Digital
Learning & Auto QA model.
● Led quartile management across multiple BPOs, resulting in an L0 CSAT impact of 0.75%.
● Improved conversational quality using training interventions, resulting in a 0.95% increase in CSAT.
● In H2 2022, achieved >75% CSAT for 0–30-day transition across 14 BPOs, with a throughput of 92%.
● In-house and BPO content updates and module creation and dissemination achieved 98% accuracy.
 Razorpay Software Private Limited - Bangalore
Director, CX Quality & Transformation Feb 2021 to Sep 2022

● Responsible for the Customer Success vertical, as well as Training, Quality, and Transformation for
two business verticals and five cross-functional teams totalling 630+ HC.
● Developed strong differentiation through experience programs that drive business change via
strategy and design planning for the entire customer/merchant lifecycle.
● Create methodologies for assessing our customers' current state, as well as operational models -
capabilities (both technical and non-technical), processes, governance, working styles, and
talent/skill mix.
● Created future-state BPO Incident Management operating models, blueprints, baselines, and
execution roadmaps, to support readiness, a smooth transition, and the realisation of future
outcomes.
● Collaboration with the India Leadership team to define, launch, and drive multi-year planning
initiatives is essential.
● Drive measurable and positive business outcomes, customer satisfaction, retention, and expansion
by leading the Ops. Experience office.
● Create frictionless journeys through the customer lifecycle for BPO onboarding, risk, compliance,
and customer experience.

Key Achievements
● Led as an enabler for in-house operations to meet the NPS goal in 2021-22, improving from 6.60 on
March 21 to 26.7 on March 22.
● Razorpay increased CSAT from 75% to 80% in Q2 2021 and NPS from -10 to 35 through process
transformation.
● Structured Quality based on DMAIC principles improved CSAT by 14.30% (10.63 bps) from 74.37% in
Q1 to 85% in Q3 2021.
● Implemented CX best practices, e-learning, and an LMS, and enabled 2X NH employee training from
Q1 to Q2.
● Transitioned tool-based quality audits and an automated operations dashboard to the business OKRs
in collaboration with the BA team.
● Sentiment Score increased by 74.6% (4.54 bps) from 6.09 in Q1 to 10.63 in Q2 due to OpEx and
Process Transformation efforts.
● The ticketing process and queue management were redesigned by introducing ticket
codes/subcodes, allowing for a 2x reduction, from 10.2 to 4.3 days.
● Achieved the BPO Merchant Onboarding timelines, improved by 45.10% (5.62 days) from 12.46
through operations efficiency.
● Created delight on an unprecedented scale by inventing new playbooks, moving quickly, and
delivering unarticulated needs.
● At RZP, led the Transformation Vertical, which resulted in an annual improvement of more than
$3.4 million.

Uber, Hyderabad | Bangalore | San Francisco | Louisville | Pittsburgh

Senior Program Manager Tech May 2016 to Oct 2019

• As a Quality, Training, and Policy Leader, I managed the Vendor Strategy, Training, Quality, and
Policy to improve operational efficiency at the Uber GSS function.
● Responsible for driving operational strategy, identifying gaps, and implementing mitigation
measures across nine verticals and approximately 6000 HC across three in-house BPOs to adapt to
changing Global Scaled Solutions needs and driving BPO program cost optimisation.
● Ensured the effectiveness of vendor strategy and collaborated with BPO's various verticals to assess
needs and drive solutions to scale processes.
● For Global Scaled Solutions - Uber, I built internal departmental capabilities in BPO Operations,
Vendor Management, Training, L&D, Quality Management, Six Sigma, and project management.
● Created learning and development processes, as well as an e-learning platform for multiple
programs. Train the Trainer and an effective model for BPO effectiveness
● Implemented BPO program metrics, created dashboards, and carried out exercises to scale BPO
vendor management strategies to improve KPIs and robust governance.
Key Achievements
● Analysed and proposed pricing models for cross-site vendor engagements, resulting in revenue
savings of more than $50,000.
● Process designed to reduce average handle time in evaluation from 2.5% to 1.5% of map-making.
● Designed reporting process to improve operations quality by 30% while reducing rework by 10%.
● Created OJT program and increased New Hires meeting production targets by more than 70%, up
from 40% in the Maps Team.
● Implemented sampling for auditing, resulting in a 15% improvement in map issues at Uber.
● Partnered in creation of Quality Diagnostic Tool which reduced manual efforts by > 100 FTE hrs
● Led a rework reduction initiative increasing it by 10% and increasing FPY to 90%+, resulting in the
launch of maps.

iYogi Technical Services, Gurgaon | Noida

Associate Vice President Operations Quality & Training Apr 2015 to May 2016

● Led the Program Quality, Operation Process Improvement, and Operational Excellence for on-site
and vendors on Customer Experience, Business Excellence, and Quality Management
● Managed BPO Outsourcing program involving over 7000 FTEs in multiple locations.
● Collaborated with the Product and Operations teams to implement TQM to ensure compliance with
internal program and training requirements.
● Responsible for training and development of Assistant Managers and Team Members, improve their
knowledge of Quality Tools and Six Sigma Methodology to drive Business Excellence.
● Recruiting, training, and defining areas for staff development, as well as providing continuous
feedback, coaching, and performance appraisal guidelines to the operations program team

Key Achievements
● Customer satisfaction was improved to 3 Sigma on CSAT with 93% and 38% SRR with 62% NPS in Tech
Support.
● Led a Black Belt project in the Sales program, which resulted in a $2 million increase in annual
revenue.
● At iYogi Tech Services, I ran projects on AHT and telecom costs, which resulted in a $94500 savings.
● Training and Quality Operations teams were formed, BPO vendor resources were upskilled,
governance was established, and SPC for metrics was introduced.

OTHER PROFESSIONAL CX| PRODUCT |SERVICE INDUSTRY JOURNEY DETAILS

Adobe Systems India. Noida as Manager Operations Quality - Apr 2014 to March 2015

iYogi Technical Services -Gurgaon as Senior Manager Quality & Training - Jan 2010 to April 2014

Convergys India Services, Gurgaon managing Operations - Feb 2009 -Jan 2010

Wipro BPO Solutions, Kolkata as Manager of Operations - Dec 2007 to Feb 2009

Dell Intl Services, Chandigarh as Team Manager Operations - Jun 2006 to Dec 2007

Convergys India Services, Gurgaon managing Operations - Jul 2003 to Jun 2006

Le Meridien Hotel New Delhi in Customer Service Operations - June 2002 to March 2003

The Park Hotel Kolkata in Customer Service Operations – May 2000 to May 2002

ENTREPRENEURSHIP EXPERIENCE

• Tintin Hospitality Services Pvt Ltd, | Founder & Director of Operations - Nov 2019 to Feb 2021
• Nvogue Design LLP, Hyderabad | Director of Operations - Jan 2018 to Dec 2020
EDUCATION

PhD in Management from REVA University - Bangalore - 2022 - Pursuing

MBA in Project Management from DY Patil University - Pune 2020 – 22

Diploma in Hotel Management & Catering Technology from I.H.M- Kolkata in 1997 - 2000

Bachelor in science from Burdwan University in 1995- 97

Higher Secondary 10+2 from West Bengal Council of Higher Secondary Examination in 1993-95

TRAINING & CERTIFICATION

• Agile Certified Practitioner Trained, PMI

• Lean Six Sigma Green Belt, Lean Six Sigma Black Belt from XLNC Academy of Business, Mumbai
• Lean Six Sigma Black Belt training accomplished from QAI
• ITIL Foundation Certificate in IT Service Management from EXIN
• Six Sigma & LEAN training at Wipro BPO Solution
• Awarded Certificate of Appreciation on completion of Black Belt Project at Wipro BPO