Vivek Jagasia

Doer
DISC Type : ds

Head of Customer Experience and Contact Center Operations at Everest Fleet Pvt. Ltd.

Navi Mumbai, Maharashtra, India

Overview

Vivek Jagasia is a results-driven leader with over 20 years of experience in customer experience and contact center operations. He specializes in building omni-channel centers from the ground up and improving agent productivity with tools like predictive dialers. He recently completed an advanced program in Business Intelligence and Analytics from IIM Rohtak.

Outside of his formal roles, Vivek demonstrates a relentless commitment to professional growth and hands-on learning. He dedicated a "year without weekends" to complete a management program from IIM Kozhikode and actively seeks to understand operational challenges by putting himself on the front lines, as seen in his companys initiatives.

To better understand driver challenges, Vivek and his entire leadership team spent a day working as Uber drivers.

Personality Overview

Fast-paced

Deliberate Doer

Results Focused

They exhibit a rare combination of being result-oriented but patient at the same time.  Reading between the lines and seeing beyond your words comes naturally to them. They might take some time to make their mind up but once they do, they don't change it easily.

Topics They Care About

Contact Center Efficiency
He values technology that boosts agent productivity and optimizes operations, such as predictive dialers and automated missed call solutions to increase dialing ratios.
Hands-on Leadership
Demonstrates a practical, on-the-ground leadership style, personally participating in initiatives to understand the challenges faced by his team and partners.
Gig Economy Operations
As a leader at a major fleet management company for Uber, he has a deep understanding of the unique operational challenges within the gig economy.

Media Appearances

Vivek has no verified media appearances

Work History

2-2022
Head of Customer Experience and Contact Center Operations at Everest Fleet Pvt. Ltd.
12-2020 - 2-2022
Customer Experience Manager at Suryoday Small Finance Bank Ltd
1-2017 - 12-2020
Operations Lead at Computer Age Management Services Pvt. Ltd.
4-2010 - 1-2017
Account Operations Manager at Effort BPO Limited (Now 1Point1 Solutions Ltd)

Education

3-2022 - 2-2023
eMDP program in General Management from Indian Institute of Management, Kozhikode
1994 - 1997
Diploma of Education from ~ SL Raheja College of Architecture

More Information

Social Presence :

Prographics :

Exp : 15 Location : Navi Mumbai, Maharashtra, India Job Level : Mid-senior Designation : Head of Customer Experience and Contact Center Operations at Everest Fleet Pvt. Ltd.
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Insights For Selling To Vivek

During A Call Or A Meeting

DO's

  • Let them know of potential risks but suggest mitigation methods alongside
  • Ask them at the end if they see a strong value prop in your product; expect an honest answer
  • Focus on the results that your product produces, expect some strategic questions in return

DONT's

  • Don't focus too much on mutual contacts or bother about other stakeholders, focus on them
  • Don't take their patience for granted, avoid long-winding sermons
  • Don't shy away from asking hard questions, but be extra polite

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Vivek is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Vivek

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Vivek move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Vivek take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Vivek

Personality Compatibility


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