pradeep isaac

A senior Customer Experience and Operations leader with 21+ years of experience across E-Commerce, Travel, Finance Shared Services, and Global Customer Operations. Proven track record of scaling and transforming large multi-site operations managing 500+ FTEs across India and global delivery environments. Experienced in CX strategy, customer success, vendor governance, outsourcing transitions, AI-led automation, workflow optimization, and operational excellence. Led large-scale operations at companies including Flipkart, Cleartrip, and IBM, delivering measurable business impact including INR 12 Cr in annual cost savings through automation, 12% CSAT improvement, 8-point NPS growth, and 40% reduction in returns/refunds turnaround time. Strong expertise across voice, non-voice, omnichannel support, finance operations (AR/AP/O2C), SLA governance, workforce management, and analytics-driven decision-making. Currently seeking remote global leadership opportunities in Customer Operations, Customer Success, CX Transformation, Shared Services, or Business Operations where operational scale, customer experience, and technology-driven transformation are critical to growth.