Acerca de Abhijeet
Business transformation leader with 15 years of global experience in spearheading digital transformation, strategy, and product innovation. Proficient in crafting and implementing comprehensive technological roadmaps, ensuring alignment between technology and strategic goals, and promoting effective collaboration among stakeholders. Skilled in optimizing processes, making data-driven decisions, and integrating emerging technologies to achieve enhancements in capacity, efficiency, compliance, experience, and research facilitation.
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Barcelona (hasta 50 km)
Experiencia
- OriserveAI & Digital Technology LeaderHIGH TECHagosto de 2021 - Hoy (4 años y 10 meses)Barcelona, España
- Successfully scaled company from 0 to 6M$ ARR (1 to 50+ clients) by building and scaling AI practice and platform. Built generative AI platform features such as email, voice, live chat, ticketing system, agent assist, LMS, n-party chat, chatbots, analytics, event stream, conversation Ads, and product recommendation.
- Led integration of conversational capabilities to the enterprise ecosystem through the development of CDP/CRM, API services, channel connectors, campaign manager, and co-pilots.
- Forged strong relationships with key partners such as Google, Accenture, AWS, EY, Deloitte, positioning ORI as a generative AI subject matter expert for global initiatives such as conversational Ads, digitizing channels, customer experience automation and digital transformation.
- Conceptualised a customer life cycle management process (on GDPR compliant Gen AI stack) for a European client, Education First. Spearheaded the change management process across 50+ countries. Solution led to a 3x increase in revenue, a 2x increase in customer satisfaction, and a 50% cost reduction.
- Transformed the customer contact centre process for Vodafone, touching each aspect of the customer experience (>250 process workflows) for more than 30 Mn customers. Improved CSAT by >50%, leading to a 1.5x increase in engagement & retention metrics.
- Incubated AI centre of innovation for Ikea. Innovation spanned a new production recommendation engine, AI native customer and agent ecosystems (covering 3000+ products, 100+ workflows), application & website overhaul, HRMS systems, and processes. Transformative solution led to a 5x increase in productivity and a 2x increase in coverage.
- Transformed operation for 30k+ crew members of the 4th largest aviation player by building a self-serve digital ecosystem serving 70+ workflows such as information search, ticket raising, roster/transport/hotel management, support tickets, and feedback collection.
- DELOITTEEngagement ManagerTELECOMUNICACIONESmarzo de 2020 - julio de 2021 (1 año y 4 meses)New Delhi, Delhi, India
- Advised on the public-private partnership model (estimated budget 955B INR) of rural broadband connectivity. Developed strategic choices and designed the operating model of the business by developing models of revenue, cost, infrastructure design, and governance. Did roadshows with industries to build traction for the program.
- Contributed to sales of 220M USD project to guide the client on go-to-market (GTM) strategy of new products and services in Africa. Forged relationships with CXOs, developed global benchmarks, product, and services roadmap, new business cases, and operating models.
- Led cost optimization project for client in the Philippines to re-engineer the sales channel and annual infrastructure maintenance costs to minimize OPEX and identified cost drivers to increase operating leverage. Business savings were to the tune of 30M USD per year.
- Senior Product Manager at Vodafone Idea LtdTelecom, Technology and Retail BusinessTELECOMUNICACIONESjulio de 2013 - marzo de 2019 (5 años y 8 meses)New Delhi, Delhi, India
- Developed & owned subscriber repository products and platforms, helping launch 4G products and services for 30M customers, generating revenue worth 3.6B monthly. Owned voice & data products serving 6.2M customers.
- Led conceptualization to launch of CRM products for the organization, improving TAT by 100%.
- Conceptualized & launched the first emergency services product for the GOI.
- Developed infrastructure performance monitoring and reporting platform, reducing CTA time by 100%. Strategy
- Managed enterprise customer funnel from on-boarding to experience and up-scaled business by 400%.
- Contributed to the go-to-market strategy of 3G service launch in NCR by strategizing customer segmentation and engagement and planning product roadmap from MVP to full launch.
- Led 3G network rollout worth 2Bn USD in NCR; SPOC for a 50 member team integrating 5500 nodes.
- Improved service fulfillment speed & availability by 0.5%, and reduced cost to serve by 0.4% for 744M BU.
- Enhanced business intelligence of revenue assurance by process re-engineering & contract management of International partnerships.
- Contributed to synergies of 14M and extended services such as National roaming, 4G, etc. to 6M customers post Vodafone Idea merger. Technology
- Designed & optimized networks worth 1 B, serving 0.06B customers across 2/3/4G technologies.
- Led core infrastructure pooling and quality of services deployment, leading to peak load reduction by 20% and 4-times outage protection.
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Formación
- Master of BusinessIndian Institute of Management Ahmedabad2019Master of Business Administration - MBA, Strategy and Leadership
- International Immersion Program, Managing in European Business EnvironmentESCP Business School2019International Immersion Program, Managing in European Business Environment