Pradeep Agrawal Email & Phone Number

Detroit, MI, US

Chicago, IL, US

• Lead 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.
• 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.

Canton, Michigan, US

• Led 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.
• 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.

Newark, California, US

• I 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.
• 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.

Armonk, New York, NY, US

Having 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..

Armonk, New York, NY, US

Reporting 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.

Gillingham, United Kingdom, GB

Responsible 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.

Master Of Business Administration (M.B.A.), Business Administration And Management

Master Of Technology - Mtech

Bachelor Of Engineering - Be