Pradeep Agrawal Email and Phone Number
Pradeep Agrawal work email
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Pradeep Agrawal personal email
Accomplished, Effective, Strategic Quality, Business Processes, and Enterprise Transformation Professional.Recognized for establishing and delivering well-designed solutions that drive improvement, reduce cost, and elevate client satisfaction. Global experience in creating and retaining enduring client relationships and achieving competitive advantage. Analytical, entrepreneurial, and innovative. Consistently praised by clients, partners, and colleagues for thorough, dedicated, and valued contributions. Extensive experience in Process improvements and Digital transformations in the Customer Experience (CX) industry. Expert in deploying Six Sigma, Lean, Quality management systems, and AI/Gen AI for making the organizations leaner and capable of delivering best-in-class services. Advanced degree in Technology. MBA from M.I.T. Sloan School of Management.
Hgs - Hinduja Global Solutions
View- Website:
- teamhgs.com
- Employees:
- 28078
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Vice President - Business Excellence And TransformationHgs - Hinduja Global SolutionsDetroit, Mi, Us
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Vice President - Business Excellence & TransformationHgs - Hinduja Global Solutions Feb 2021 - PresentChicago, Il , UsLead the Business Excellence function across multiple delivery centers in the US, Canada, Jamaica, and Colombia, and for corporate shared services. • Implemented LLM-based speech analytics platform enabling automated QA, call driver analysis and sentiment analysis, reducing call volume by 10%, increasing first call resolution and improving CSAT by 20%.• Led evaluation and acquisition of Gen AI technologies and vendors, driving innovation and operational efficiency. Collaborated with educational institutions to sponsor AI projects and onboard top-tier interns, enhancing resource capabilities and fostering talent development.• Rolled out AI-powered knowledge management system in top 10 accounts in the region, reducing floor support staff by 40% and AHT by 15%.• Led the ‘Employee Experience Transformation Project’. Resulted in reduced cost/hire by 30%, improved retention by 20% and reduced time-to-hire by 25%.• Implemented several programs and automations, such as:o Azure AI/Co-pilot studio-based automation in shared services, resulting in 50% turnaround-time reduction in bid responses and contract reviews.o AmplifAI, a call center performance management platform providing consolidated feedback to agents and team leaders. Improved agent productivity by 8% and Quality by 14%.
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Founder & Managing PartnerInncredel Solutions 2018 - 2021Canton, Michigan, UsLed and sold IT consulting projects for manufacturers, E-commerce businesses, and professional practices. Directed the work of contracted offshore delivery teams.• Reestablished the entire IT infrastructure for Phoenix Paper Mill.o Collaborated with vendors to successfully restore critical systems, including Honeywell Optivision MES and ABB Advanced Process Central Platform.o Partnered with Ernst & Young to implement SAP ERP, enhancing business processes and increasing system integration.• Created an easily maintained E-commerce website for apparel importer and seller using offshore contractors. The website offered 5,000 SKUs available for online purchase. Created Amazon store and social media campaigns.• Provided outsourced Account Payables, Account Receivables, and Reconciliation and Reporting services to a charter airlines company. -
Director Account ManagementConcentrix 2014 - 2018Newark, California, UsI was responsible for Account Management and delivery of contracted services to major accounts, including General Motors, Nissan (US and Canada), Volkswagen, Consumer Energy, and Advance Auto Parts. Also responsible for delivering forecast revenue and profit to Concentrix and for client retention. • Services provided include Customer Care, Technical Support, and Dealer Management. Led a team of 800+ agents in the U.S. and overseas. Implemented one of the industry’s pioneering efforts in Work From Home (WFH).• Led series of highly successful business improvement initiatives including CRM system integration; automated customer record management; sales enhancement, contact management, and analysis tools; and agent productivity improvements. Achieved targeted profitability goals; and, through cross-selling efforts, increased contracted billings by 50% over three years. -
Director, Account ManagementIbm 2011 - 2014Armonk, New York, Ny, UsHaving achieved success in the Quality function, I chose to broaden my experience and seek new challenges by pursuing a position in Account Management. In my initial assignment, reporting to the V.P. of Sales & Account Management, I managed an Asia Pacific-based portfolio of 60+ client accounts generating in excess of $250 Million in annual revenue. Accounts included prestigious regional banking, insurance, automotive, retail, travel, utility, energy, and technology enterprises. Also, served as leader of the global automotive industry GPS practice and led the monthly exchange of Best Practice solutions throughout the organization. -
Vice President Of Quality / Chief Quality Officer (Cqo)Ibm 2002 - 2011Armonk, New York, Ny, UsReporting to the General Manager of IBM’s Global Process Services (GPS) business, responsible for establishing and “evangelizing” Quality processes and disciplines throughout the 20,000-employee organization. The business focused on growth markets in Asia Pacific, Latin America, and CEEMEA (Central & Eastern Europe, Middle East & Africa). Joined organization as HEAD OF QUALITY in India. In 2005, transferred to Manila to establish a model Quality operation in the Philippines. In 2007 promoted to CQO role focused on driving Quality processes throughout company’s 20 high-growth delivery centers. After achieving success in Manila, transferred to the strategically important Chinese operation in Dalian, while also providing direct Quality leadership to GPS businesses globally. Over the last years of this assignment, returned to India while maintaining focus on advancing Quality processes and knowledge throughout IBM’s worldwide GPS operations.
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Manager QualityDelphi Automotive Systems 2000 - 2002Gillingham, United Kingdom, GbResponsible for the overall functioning of Quality assurance activities in the organization. I also led the efforts to implement Quality Systems including QS 9000/ISO 9002, ISO 14000, Lean Manufacturing, Six Sigma, Total Quality Management (TQM), and Statistical Process Control (SPC). Additionally, I managed Vendor Development & Quality Advancement programs.
Pradeep Agrawal Skills
Pradeep Agrawal Education Details
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Mit Sloan School Of ManagementBusiness Administration And Management -
Indian Institute Of Technology, MadrasMaster Of Technology - Mtech
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Punjab Engineering CollegeBachelor Of Engineering - Be
Frequently Asked Questions about Pradeep Agrawal
What company does Pradeep Agrawal work for?
Pradeep Agrawal works for Hgs - Hinduja Global Solutions
What is Pradeep Agrawal's role at the current company?
Pradeep Agrawal's current role is Vice President - Business Excellence and Transformation.
What is Pradeep Agrawal's email address?
Pradeep Agrawal's email address is pr****@****o.co.in
What schools did Pradeep Agrawal attend?
Pradeep Agrawal attended Mit Sloan School Of Management, Indian Institute Of Technology, Madras, Punjab Engineering College.
What skills is Pradeep Agrawal known for?
Pradeep Agrawal has skills like Six Sigma, Crm, Quality Management, Management, Program Management, Outsourcing, Team Management, Leadership, Business Process Improvement, Service Delivery, Process Improvement, Business Development.
Who are Pradeep Agrawal's colleagues?
Pradeep Agrawal's colleagues are Venkatesh Ks, Rama Devi, Swetha Raghu, Denial Green, Petrice Brown, Tharuni Chikka, Sriharsha Sriharsha.
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