Rachit Chawla
Greater Seattle Region,WA
Summary
Performance driven Executive Leader with 20+ years of IT, ITes BPO and Shared Service experience across multiple roles. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
20
20
years of professional experience
Work History
Vice President
Tech Mahindra BPS
03.2022 - Current
- 216% Growth for Pacific Northwest BPS with 2 mega customers and 7 customers
- Merged acquisition within 2 weeks of founders leaving overseeing all aspects of the acquired organisation
- Built team from scratch with 9 leaders hired
- 17+ DEI events in the region along with customers and employees
- Achieved target of 179% on revenue with 133% achievement on EBIDTA closing the year with 200Mn run rate
Business Unit Leader
HCL Technologies
04.2015 - 03.2022
- Sales and Delivery for one of top 3 client in HCL
Associate Vice President
WNS BPO Services
10.2013 - 04.2015
- Lead for Solutions for Contact Center
- Accenture - Solution and Mobilization Lead
Solutions and Transition Manger
Accenture
09.2012 - 10.2012
- Solution and Transition for multiple operation projects within Product Group.
- Tracked service activities and outcomes against outlined plans and goals.
- Relocated to Germany for a very large program with leading German Luxury Auto Manufacturer
Lead Vendor Manager
VFS Global
10.2010 - 09.2012
- Managed vendor performance to maximize profitability and achieve financial objectives.
- Organized and updated databases, records and other information resources.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Negotiated and executed contracts on behalf of department.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Operations Lead
WNS BPO Services
01.2007 - 09.2010
- Managed and allocated staff and material resources to meet production goals.
- Performed quality control and monitored production efforts.
- Oversaw problem resolution to address barriers to operational efficiency.
- Planned operations and activities, and led projects.
Customer Care Associate
Multiple
06.2003 - 12.2006
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Identified crisis calls and arranged for emergency assistance to resolve important problems.
Education
Bachelor of Commerce -
University of Delhi
06.2006
Skills
- Critical Thinking
- Business Growth and Marketing Strategies
- Coaching and Mentoring
- Sales and Marketing Leadership
- Business Consulting
- Business Storytelling
- Strategic Planning
- Management Team Leadership
- P&L Responsibility
- People and Culture
- Innovative and Visionary
- Executive Leadership
Affiliations
Trust and Safety Professional Association Member
Timeline
Vice President
Tech Mahindra BPS
03.2022 - Current
Business Unit Leader
HCL Technologies
04.2015 - 03.2022
Associate Vice President
WNS BPO Services
10.2013 - 04.2015
Solutions and Transition Manger
Accenture
09.2012 - 10.2012
Lead Vendor Manager
VFS Global
10.2010 - 09.2012
Operations Lead
WNS BPO Services
01.2007 - 09.2010
Customer Care Associate
Multiple
06.2003 - 12.2006
Bachelor of Commerce -
University of Delhi
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