Mayukh Mehta

Escalation Management professional with 9+ years of progressive BPO/BPM experience leading complex, high-impact customer escalations end-to-end for global US-based clients across Telecom and Procure-to-Pay (P2P) domains. Proven track record as the central point of coordination for critical customer issues — driving structured resolution plans, cross-functional interlock, and executive-level visibility. Skilled in Root Cause Analysis (RCA), Corrective & Preventive Actions (CAPA), post-escalation retrospectives, and building detailed, documented action plans that safeguard customer trust and satisfaction.

Experienced managing escalations comparable to Kaiser, Penn Medicine, and TJX-scale accounts, sustaining 99% CSAT, 100% SLA adherence, and 94% FCR. Comfortable navigating ambiguity, influencing stakeholders without direct authority, and operating independently under pressure. Proficient in Salesforce (SFDC), JIRA, ServiceNow, HALO, SAP AS400, and Power BI for escalation tracking and reporting.

Order Management Team Leader (Acting Escalation & Customer Experience Lead) at Sakon

Team: 2 Leads, 4 Sr. Analysts, 10 Analysts (16 FTEs) | Reporting to: Operations Manager

• Acted as the central point of coordination for complex, customer-impacting order and service escalations — driving end-to-end resolution across cross-functional teams (Order Management, Billing, Client Success, and IT) to ensure timely, structured closure.
• Led Root Cause Analysis (RCA) and implemented Corrective & Preventive Actions (CAPA) for every major escalation, maintaining complete documentation from issue identification through resolution — achieving 100% SLA adherence with zero breach incidents.
• Designed and deployed the SLA Saver Tool, an automated ticket prioritization and pre-breach alert mechanism that flagged at-risk escalations before SLA breach, giving stakeholders real-time visibility and traction.
• Conducted regular escalation status meetings with customers and internal service teams; provided consistent updates to Operations leadership and client stakeholders through Monthly Business Review (MBR) sessions covering escalation trends, RCA outcomes, and improvement initiatives.
• Led escalation retrospectives after major incidents to capture learnings, identify recurring process gaps, and implement preventive workflow changes — a key contributor to sustaining 100% SLA adherence.
• Built executive-ready MIS dashboards (Power BI, Qlik, SAP AS400, Advanced Excel) tracking escalation volume, SLA trends, and resolution timelines for leadership and client stakeholders.
• Implemented Excel macro-based reporting automation, reducing manual escalation-reporting effort by ~40% and improving the speed and accuracy of stakeholder updates.
• Coached and mentored analysts on escalation ownership and structured documentation, achieving 67% retention through high-pressure escalation cycles (2 of 3 resignees retained).

Team Leader – Escalation & P2P Operations at Wipro Ltd

Johnson & Johnson (J&J) US Account | 9 FTEs | Blended: Voice | Chat | Email | Recognition: Best Team Leader Award, Operations Excellence Award

• Owned end-to-end resolution of multi-channel escalations (voice/chat/email) involving payment timelines, PO discrepancies, and invoice disputes — applying structured RCA methodology and maintaining detailed case documentation, achieving 94% FCR sustained over 4.5 years.
• Served as escalation point of contact between the client, internal supplier teams, and Operations Head — coordinating cross-functionally to drive faster resolution and keeping stakeholders informed via MBR/QBR reporting.
• Standardized the PR-to-PO escalation and supplier-query resolution playbook, reducing resolution TAT and creating a repeatable framework for future escalation handling.
• Sustained 95%+ CSAT over 4.5 years on the J&J US procurement account through proactive escalation governance, structured monitoring, and customer feedback loop integration.
• Prepared weekly, monthly, and quarterly escalation and performance dashboards (Advanced Excel, Power BI) for Operations Head and US-based client stakeholders.
• Achieved 0% voluntary attrition over multiple consecutive years while managing a high-escalation-volume account; recognized with the Best Team Leader Award.

Senior Associate – BPO Operations at Infosys Ltd

Insurance Domain | 28-member team | Payments | Indexing | Auditing & Compliance

• Processed insurance payments end-to-end using Juize and AS400 Indexing Tool, ensuring payment accuracy, SLA adherence, and compliance — resolving payment discrepancies as they escalated from queue to case-level review.
• Identified a critical address-error pattern driving repeat escalations; independently designed and implemented a mandatory address re-confirmation workflow step — a preventive, retrospective-style fix that delivered an 8% improvement in data quality.
• Prepared Advanced Excel-based performance dashboards and weekly/monthly MIS reports for leadership review; coordinated with QA, Training, and WFM teams.

Master of Commerce in Commerce – Savitribai Phule Pune University (2020)

Bachelor of Commerce in Commerce – Savitribai Phule Pune University (2016)