Yash Srivastava
Senior Operations Executive | Customer Operations | Service Delivery | Process Excellence | Power BI | Salesforce CRM | T-Mobile US Experience
New Delhi, Delhi, India
Professional Summary
Senior Operations professional with 7+ years of experience across telecommunications, banking, customer service, and business operations environments, supporting international customer operations, service delivery, and process improvement initiatives. Most recently, I supported the T-Mobile US account through iEnergizer, delivering customer operations, service activations, escalation management, and service delivery support in a high-volume international environment while consistently meeting key performance indicators.
Highlights include:
- 725+ service activations delivered across peak campaigns
- USD 1.5M+ revenue contribution through customer retention and value-added services
- 95% SLA Adherence | 90% CSAT | 75% FCR
- Served as SME for new-hire batches of approximately 25 associates, providing onboarding support, floor assistance, and process guidance
My experience spans customer operations, service delivery, escalation management, KPI monitoring, CRM systems, reporting, process improvement, and cross-functional coordination. I am proficient in Salesforce CRM, Power BI, Advanced Excel, Microsoft Copilot, and Claude AI to support reporting, workflow documentation, and operational efficiency.
Currently exploring Senior Operations Executive, Customer Operations, Service Delivery, and Business Operations opportunities across the UAE, Europe, and global markets.
90% CSAT
Consistent customer satisfaction
75% FCR
First Contact Resolution rate
95% Quality Score
Exceeding SLA/KPI targets
95% SLA Adherence
Consistently meeting service levels
Core Skills & Tools
Domain Expertise
- Business Operations
- Customer Service Operations
- Operations Management
- Service Delivery
- Process Excellence
- KPI & SLA Management
- CRM Operations
- Escalation Handling
Tools & Platforms
- Salesforce CRM
- Power BI
- Advanced Excel
- Microsoft Copilot
- Claude AI
- Conversational Cloud
- SAP
- Finacle
Certifications
- Advanced Excel
- Diploma in Supply Chain Management
- Six Sigma Certification
- Supply Chain Foundations
Independent Author | Non-Fiction Author & Thought Leader
July 2025 - January 2026 (7 months)
Authored 'You're Not Getting Fired — You're Being Quietly Replaced', a non-fiction work exploring AI disruption, workforce automation, and performance in the modern workplace. Writing and research were conducted alongside ongoing professional development activities.
Featured Role
iEnergizer — Senior Executive: Customer Operations & Service Delivery
Revenue Impact
Ranked among top performers for service activations, delivering 725+ activations across 29 months during peak campaigns (Black Friday, Christmas, New Year), contributing to revenue growth and customer retention.
Revenue Growth
Generated $1.5M+ in device and plan revenue over 29 months through activation of iPhone 14, 15, 16 series and Apple Watch, exceeding monthly targets and enhancing customer lifetime value.
Performance Excellence
Consistently exceeded SLA and KPI targets, achieving 95% SLA adherence, 90% CSAT, and 75% First Contact Resolution (FCR).
Recognition
Received T-Mobile US Service Excellence recognition for outstanding performance, customer satisfaction, and revenue contribution.
Customer Support
Supported customers with device activations, eSIM setup, payment arrangements, AutoPay updates, line reactivations, order tracking, and service troubleshooting while ensuring accurate account handling and high customer satisfaction.
Order Fulfilment
Processed Add-A-Line requests and device upgrade transactions through secure workflows, assisting customers with payment completion and ensuring end-to-end order fulfilment within defined service standards.
Process Improvement
Performed root cause analysis on recurring customer issues and partnered with cross-functional support teams to improve resolution processes, enhance customer experience, and reduce repeat contacts.
Escalation Management
Managed customer complaints and escalations (5–10%), collaborating with cross-functional teams to deliver timely and effective resolutions.
Status Updates
Provided network and order status updates to support timely issue resolution.
Reporting
Created MIS reports and dashboards (Excel, Power BI) to track performance metrics, SLA compliance, and support data-driven decision-making.
Team Development
Served as SME for batches of 25 associates, providing onboarding support and process coaching to improve operational readiness.
WoodCrony — Operations Analyst | CX Process Improvement & Data Analytics
November 2019 - October 2021 (2 years) · Greater Noida
- Analyzed business processes and service workflows to identify operational gaps, inefficiencies, and improvement opportunities.
- Designed and maintained Advanced Excel MIS reports and performance trackers to monitor KPIs, productivity trends, and operational performance.
- Performed trend analysis and root cause investigations to support process improvements and enhance customer experience outcomes.
- Collaborated with cross-functional teams to implement process improvements, resulting in increased efficiency and reduced turnaround time.
- Monitored KPI performance and prepared operational reports to support leadership decision-making and business planning.
- Created detailed reports, presentations, and insights for leadership to support strategic planning.
- Converted operational data into actionable insights through reporting, analysis, and performance tracking.
- Maintained reporting accuracy, data integrity, and consistency across business reporting systems.
- Supported customer experience and operational performance improvements through analytical reporting and process evaluation.
Earlier Career Experience
WoodCrony — Operations Analyst | CX Process Improvement & Data Analytics
November 2019 – October 2021 (2 years) · Greater Noida
Analyzed business processes and service workflows to identify gaps, inefficiencies, and opportunities. Designed and maintained Advanced Excel MIS reports and performance trackers to monitor KPIs, productivity trends, and operational performance.
Analyzed business processes and service workflows to identify gaps, inefficiencies, and opportunities. Designed and maintained Advanced Excel MIS reports and performance trackers to monitor KPIs, productivity trends, and operational performance.
HDFC Bank — Transaction Assistant Officer | Banking Operations & Customer Service
March 2016 – March 2017 (1 year 1 month) · Prayagraj
Supported loan disbursal operations and documentation for financial inclusion programs, ensuring accuracy and compliance. Managed customer records and transactions using Finacle and SAP, maintaining data integrity and confidentiality.
Supported loan disbursal operations and documentation for financial inclusion programs, ensuring accuracy and compliance. Managed customer records and transactions using Finacle and SAP, maintaining data integrity and confidentiality.
Bright Careers — Training & Development Specialist | Communication & Performance Coaching
January 2014 – January 2016 (2 years 1 month) · Kanpur
Developed and delivered structured training sessions for diverse groups, building strong communication, coaching, and presentation skills. Designed training materials and assessments to support knowledge retention and skill development.
Developed and delivered structured training sessions for diverse groups, building strong communication, coaching, and presentation skills. Designed training materials and assessments to support knowledge retention and skill development.
Education & Credentials
1
2011–2012
Intermediate — Physics, Chemistry, Mathematics
City Model Inter College
(April 2011 - June 2012)
City Model Inter College
(April 2011 - June 2012)
2
2013–2015
Bachelor of Science - BS, Chemistry
Chhatrapati Shahu Ji Maharaj University (CSJMU), Kanpur
(July 2013 - June 2015)
Chhatrapati Shahu Ji Maharaj University (CSJMU), Kanpur
(July 2013 - June 2015)
3
2013–2014
Excel Net, Microsoft Office Applications
DOEACC / NIELIT
(May 2013 - February 2014)
DOEACC / NIELIT
(May 2013 - February 2014)
Author & Thought Leader
Publications & Writing
- Operations Executive Portfolio | Customer Operations & Service Delivery
- You're Not Getting Fired, You're Being Quietly Replaced
Let's Connect
Open to opportunities in Senior Operations Executive, Customer Operations, Service Delivery, and Business Operations roles — particularly in UAE and international markets. Immediate availability.