Piyush Borate

As a corporate professional with over 11 years of experience in operations, customer experience, and process excellence, I have helped organizations in India optimize their Contact Centre operations, streamline workflows, and enhance customer engagement. Over the last 5 years, I have led initiatives that improved consultation-booking conversions by over 300%, reduced escalations by ~40%, and raised app ratings from 3.3 to 4.7 through process redesign, automation, and data-driven insights.

Project Manager at GREEN AND GOLD ENTERPRISES INDIA PVT. LTD. (2025-09 – Present)

• Lead international client engagement and business onboarding, acting as the primary liaison between foreign clients and Indian partners to ensure smooth project execution.
• Coordinate end-to-end project delivery across engineering, operations, and technical teams, conducting regular reviews and stakeholder presentations to track progress, address challenges, and ensure delivery as per plan.

Assistant Manager – Customer Experience at 1 FINANCE (2023-08 – 2025-08)

• Led customer experience initiatives driving significant improvements in conversions, CSAT, app ratings, and operational efficiency through process redesign, automation, and data-driven insights.
• Boosted contact centre conversions from 11% to 48%, driving direct revenue growth.
• Raised CSAT from 82% to 94% in six months by fixing process gaps and redefining KPIs with cross-functional leaders.
• Improved app rating from 3.3 to 4.7 in one year through a revamped feedback system, structured outreach, and CRM-led review automation.
• Cut customer escalations by 40% and reduced repeat issues by 25% through DMAIC, RCA, and CAPA initiatives.
• Standardized SOPs and processes under a Lean Six Sigma framework to reduce variation and strengthen compliance.
• Deployed an AI-based call audit system, scaling coverage from 20 to 100 audits/day and enhancing QA coaching.
• Built data dashboards and KPI scorecards to track performance trends and enable data-driven improvement decisions.
• Championed a continuous improvement culture by mentoring teams, driving audits, and embedding feedback-based corrective actions.

Senior Operations Analyst at BLENHEIM CHALCOT INDIA PVT. LTD. (2021-03 – 2023-08)

• Handled B2B Customer operations, providing data insights for continuous process enhancement.

Concierge Executive at WHITEHAT JR. (2020-10 – 2021-03)

• Delivered high-quality support across voice, email, and chat channels with >95% CSAT.

Senior Process Associate at MAERSK GLOBAL SERVICE CENTRE INDIA PVT. LTD. (2018-07 – 2020-10)

• Managed client communications, AWB creations, and SLA adherence for DAMCO Freight Forwarding Operations.

Process Associate at TATA CONSULTANCY SERVICES LTD. (2014-07 – 2018-07)

• Processed import/export documentation, supported global clients through high-volume operations, ensuring SLA compliance and accuracy.

MBA in Operations Management – Prin. L. N. Welingkar Institute of Management Development and Research (2015-10 – 2019-11)

BCOM in General Commerce – S. K. Somaiya Degree College of Arts, Science and Commerce (2011-06 – 2014-04)