Abhishek Shukla

CX & AI Project Leader with 7+ years of experience leading large-scale voice and non-voice customer operations across travel, airline, and customer support environments. Proven track record of delivering service excellence, improving customer journeys, and driving operational performance through data, technology, AI, and people leadership.

Strong expertise across SLA, AHT, FCR, QA, CSAT, productivity, customer retention, WFM, capacity planning, resource optimization, stakeholder management, and performance governance.

Experienced in leading CX and AI-enabled transformation initiatives, including workflow optimization, CRM and technology integration, AI-assisted customer support, process automation, and digital customer experience improvements. Skilled at translating business challenges into structured project plans and partnering with cross-functional teams to deliver measurable outcomes.

Proven ability to lead teams, manage complex escalations, conduct Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA), and improve operational efficiency, productivity, and cost effectiveness.

Strong experience in WBR, MBR, and QBR governance, executive stakeholder communication, reporting, compliance, and continuous improvement, with a leadership approach centered on customer-centricity, innovation, AI adoption, trust, and high-performing teams.

My professional focus is at the intersection of Customer Experience, AI, Leadership, and Business Transformation—helping organizations use technology intelligently while keeping people and customer outcomes at the center.