Keshav Kumar K Email & Phone Number

Dubai, United Arab Emirates

Signed 66 Million USD multi-year deal to migrate Global Contact Centre of a leading Global Airline Group Company based in Dubai from a complex on premise multi country/multi-site platform to End-to-End CCaaS (SaaS) platform to support the needs of the Airline growth. Engaged with C-Level Executives over 2 years and reached 170% quota achievement for FY 2021-22.• Mapped Customer journey of Voice & Digital channels, that led to critical insights and recommendations for Transforming the Contact Center operations leading to positive perception and creating compelling reasons for platform change.• Won Next Generation Global BT Genesys CCaaS Project – Migrated from Genesys pvt. Cloud for a business unit & AVAYA On-Premise for another business unit, supporting 2100 Concurrent Agents serving customers in 15 plus different languages, connecting customers from 55 Countries and 10 Contact Center Sites in different continents handling 75,000 interactions per day, which include fully secure customer payments (PCI-DSS) over voice to support Revenue Growth.• Competed against 18 Bidders, Doubled the Scope of Transformation, facilitated & completed contract schedules leading to signing a 100% opex based multi year deal.• Re-Signed multi-year Call Collection Voice Services for two major Airline brands in UAE for 42 Million USD contract value to support customers calling from 55 plus countries.

Chennai Area, India

Founded Beyond Perception – A Customer Experience Consulting company that enables enterprises to deliver on digital promises.•Operated Beyond Perception for two years to enable enterprises to innovate new customer experiences. Designed and developed service offerings for providing consulting and strategizing innovative solutions to bridge the gap between technology and business.•Areas of consulting service include understanding perceived value of brand and services offered, designing customer experience improvement strategies, Customer engagement programs to create Digital Trust, Contact Centre & CRM Technology Design & Roadmap, Gamification events for inspiring employees, Video/ AR/VR designs for Contact Center•Delivered Omni Channel interaction design by analysing the customer journey, behaviour, past interactions & back-end processes for a large telecom customer in Malaysia.•Delivered Target Operating Model, Technology Design and RFP for a Global Virtualised Contact Center for Large Bed Bank company based in Spain to support merger of 3 companies.

India

Built the business consulting function from scratch and provided consultancy for business transformation to key clients; created design thinking-based blueprints (business and technology) that leveraged digital to enhance customer experience and customer interaction management across multiple channels, reduce operating costs and improve sales processesOptimised the program management framework and delivered 15 projects to clients worldwide, in sectors such as banking, financial services and utilitiesEnabled a credit agency to enhance revenue generation capabilities after transitioning 70%+ of contacts to digital channels, and helped a leading bank in Thailand to improve C-SAT rating

India

Capitalised on the experience in analysing customer journeys to conceptualise and design a new revenue stream, which led to the development of ServIntuit, an innovative omni-channel Digital Customer Experience platformManaged presentations, acquired several customers and designed the delivery roadmap; enabled a leading bank in the Middle East to increase customer effort score by 50%, and helped an MNC bank in India to enhance NPS score by 30 pointsDesigned and executed roadmaps for multiple start-up and business transformation projects, and managed delivery to international clients within schedules and budgets with a team of 10 specialists and lead consultantsProvided digital technology solutions and consultancy for migration from legacy programs to new software and mobile platforms, delivered design of contact centres including service marketing, budgeting, capacity planning and recruitment capabilities, and enabled centralization of service operations for a bank in Vietnam

India

Leveraged ClickFox (an omni-channel customer experience analytics platform) to conduct in-depth business analysis of customer journeys for 47 clients in industries such as BFSI, telecom, retail, transportation and IT, and delivered recommendations that enabled improvement in customer experience across different technology systemsPlayed a key role in improving analytical capabilities, creating a database with industry, journey and key metric-specific benchmarks, and strengthening the alliance with ClickFox

India

Provided consultancy for business transformation to clients across industry sectors and headed delivery operations to implement Verint’s workforce optimization solutionEnabled benefits such as reduction in staff attrition, increase in savings and productivity on an annual basis by reducing AHT, and optimization of phone productivityInfluenced customization of the product to meet specific requirements in India’s BPO sector

Chennai Area, India

Led presentations and demonstrations of Verint’s workforce optimization (WO) product during presales engagements, secured sale of licenses to companies in the banking, telecom and BPO sectors, achieved conversion rate of 40% and attained leadership position in India with 51% share within 2 years

India