Rohan Parikh Email & Phone Number

Overland Park, Ks, Us

Overland Park, Kansas, United States

Lead global business engagement team to liaison between Amazon Business large enterprise vertical across 9 countries, partner organizations and customer service organization of 2200 HC to improve performance delivery, develop 3YP strategy and launch new CS offerings. Improved customer service by initiating support expansion measures by first defining customer rubric and then leading global efforts to identify and onboard large enterprise customers to elevated (EOCS) service. Leverage business insights to foster long term customer service strategy; including leadership of bench marking study, deep engagement with >75 AB stakeholders and facilitating strategic brainstorming workshops. Key aspects of long-term service strategy include attribute identification, routing tech needs and over indexing on “personalization at scale”.

Olathe, Kansas

Leadership of the PSI’s online assessments strategic go forward plan, D2D delivery and process improvements. Responsibilities and span of accountability includes management of director/manager level team members and agent performance at U.S. and international operational centers including both PSI owned-and-operated sites and 3rd party locations. Total team size is ~500 which includes online proctors, technical support staff, quality assurance specialists, training resources, line level management and other support related staff. Strategically accountable for ensuring operational efficiencies are scoped and prioritized on the company's IT roadmap. I also lead a team of escalation specialists as well as ensuring VIP "white glove" treatment for select situations. Participate in promotional efforts on behalf of the Online Assessment organization and PSI. Operational centers based in US, UK, Philippines and India.Participate in and execute a strong sales to operations workflow based on defining and delivering on candidate expectations.Successfully lead and navigate all operational functions and departments within my responsibility areas through the pandemic.

Kansas City, Missouri Area

Accountable for delivering quality within SLAs for 8 centralized, shared services departments supporting nationwide operations (6,000 retail offices and 75,000 field associates). Effectively handle >450,000 inbound service calls per year while maintaining >97% SLA. Restructuring of sub-departments to better align with a new vision (Tax Operations / Regulatory and Compliance / Data Integrity into a cohesive and shared services ecosystem to maximize talent and realize efficiencies). Incorporate RPA within organization (3 Bots launched within 6 months). Lead process enhancement and efficiency for enterprise support departments including People Center, Client Claims, Tax Training School, Financial Bookkeeping and Franchise Administrative Center.Resource planning and forecasting with the objective to maximize productivity per resource. Provide day to day leadership to 5 direct reports at manager level and 60+ full time extended team plus a seasonal workforce of 50+. Delivered 1st year fiscal objectives within allocated budget. Supported LEAN process improvement throughout the departments. Cost reduction objectives realized to maximize ROI,

Pune, India

Overview of global contribution to the enterprise:In addition to contributing to global market share growth, the two more significant contributions to the parent company were; Launch and scale of a virtually assisted method of providing tax services. Developed, made operationally scalable and demonstrated a path to profitability. This innovation has since been mirrored in India as well as US by competitors. Proved the ability to scale client growth exponentially and at a reduced cost per acquisition by focusing on B2C vs. traditional marketing channels. Provided overall strategic, operational and cultural leadership to the organization – Subsidiary of H&R Block, Inc.Serving as Board Member from January 2012 till date; company guidance and position, passing of board resolutions and annual external financial and business audit

Facilitate and foster mutual growth for the Company and Franchises through execution excellence of the Company framework.

Provide HR Support for Division 66 (Texas, Oklahoma and Arkansas).

Full operations management for 15+ offices in Davenport, IA and prior to that in Sheboygan, WI.

Hr Management, Mba Human Resource Management

Economics, Economics

Education record

Education record