Piyush Borate
Customer Experience & Operations Professional | Service Quality | Process Excellence | Stakeholder Management
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About
Results-driven professional with 11+ years of experience across customer experience, operations, and service quality within financial services, logistics, and customer-centric environments. Proven track record of improving customer satisfaction, reducing escalations, optimizing workflows, and driving operational improvements through structured governance and data-driven insights. Skilled in stakeholder coordination, escalation management, process optimization, and customer journey enhancement across high-volume environments.
Experience
Project Manager - Green and Gold Enterprises India Pvt. Ltd.
(2025-09)
- Lead client conversations and onboarding, aligning business needs with execution teams.
- Drive cross-functional coordination and ensure clear communication of insights and expectations.
Assistant Manager – Customer Experience - 1 Finance Pvt. Ltd.
(2023-08 - 2025-08)
- Conducted deep customer interactions to identify pain points, motivations, and drop-offs.
- Improved CSAT from 82% to 94% by acting on real customer feedback.
- Increased conversion from 11% to 48% by refining customer journey insights.
- Reduced escalations by 40% through root-cause analysis and process fixes.
- Built VOC frameworks, feedback loops, and insight dashboards.
- Deployed AI-based call audits to enhance conversation quality and coaching.
- Translated customer insights into actionable improvements across products and operations.
- Built data dashboards and KPI scorecards to track performance trends and enable data-driven improvement decisions.
- Improved app rating from 3.3 to 4.7 in one year through a revamped feedback system, structured outreach, and CRM-led review automation.
Senior Operations Analyst - Blenheim Chalcot India Pvt. Ltd.
(2021-03 - 2023-08)
- Handled B2B Customer operations, providing data insights for continuous process enhancements.
Concierge Executive (Customer Support) - WhiteHat Jr.
(2020-10 - 2021-03)
- Managed high-volume customer conversations (voice, chat, email) with 95%+ CSAT.
- Built rapport quickly and resolved concerns through empathetic communication.
Senior Process Associate - Maersk Global Service Centre Pvt. Ltd.
(2018-07 - 2020-10)
- Managed client communications, AWB creations, and SLA adherence for DAMCO Freight Forwarding Operations.
Process Associate - Tata Consultancy Service Ltd.
(2014-07 - 2018-07)
- Processed import/export documentation, supported global clients through high-volume operations, ensuring SLA compliance and accuracy.
Education
PGDM - Operations Management - Welingkar Institute
B.Com - S. K. Somaiya VidyaVihar, Mumbai University
