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Dr Regan Aiyappa

Dr Regan Aiyappa

Strategic Leader in Customer Experience & Site Operations

Bangalore, IN

Profile summary

Strategic Leader in Customer Experience and Site Operations with 20 years shaping operational outcomes and customer experience across multiple regions. Known for driving contact center transformation, process optimization, and team development while maintaining strong service delivery standards. Committed to delivering operational excellence and scaling business performance through strategic governance and cross-functional leadership.

Career highlights

Customer Experience Operations: Directed customer experience teams while maintaining a 99.5% CSAT across all channels and reducing customer escalations by 50%.

Process Optimization: Built and standardized workflows aligned with industry governance, resulting in a 15% boost in service delivery efficiency.

Global Training Management: Managed training and talent management efforts for over 5,000 learners globally, strengthening skills and overall performance.

Professional Certifications: Obtained specialized credentials including Six Sigma Black Belt, Lean Six Sigma Master Black Belt, and Certified Scrum Master.

Key skills

TechnicalDigital Transformation ensuring swift resolutions ensuring SLA delivery and full compliance for a digital FX trading platform and success operations across APAC for a digital FX and trading platform developing reactive and predictive issue-resolution models within contact center Utilized digital marketing plans and outbound tele-calling teams
ProfessionalStrategic Planning and Vision Operational Leadership Contact Center Operations Customer Experience (CX) Service Delivery Leadership Escalations Management IT Service Management CRM Management Advanced Data Analytics Process Improvement Performance Management Vendor Management Six Sigma Methodologies Lean Methodologies Quality Management Stakeholder Liaison Conflict Resolution Workforce Management Octa) Federal Territory of Kuala Lumpur Malaysia Director of KL Operations and Site Lead for OCTA (Jan 2025 – Nov 2025) Fostered a performance-driven culture that increased engagement scores from 6.1 to 8.3 and improved retention metrics from 0.5 to 3.5. Revitalized engagement by optimizing the knowledge base via Confluence improving 24-hour turnaround time (TAT) from 52% to 70%. Introduced chatbot automation and help center integration reducing repetitive customer queries by 40% scaling support on infrastructure Enhanced employee satisfaction and performance through tailored professional development efforts elevating eNPS scores from 6.5 to 8.7. Successfully established and managed a dedicated retention support team that drove proactive outreach improving client retention by 3%. Built and standardized workflows and effective SOPs aligned with industry governance resulting in a 15% boost in service delivery efficiency Directed hiring and workforce expansion efforts building and leading a team of 200+ associates fostering quality and customer excellence Drove complete operational enhancements across the contact center aligning with goals SLAs and compliance achieving 100% adherence Started training and leadership development programs promoted 15 employees to leadership and advanced 4 leaders to senior positions Revamped workflows and standardized SOPs for smooth service delivery and adherence to fintech regulatory and client governance needs Drive the transformation of OCTA’s KL operations aligning with global strategies to set new industry standards for scale Direct global contact center transformation integrating multi-channel support systems to deliver excellent service Architect CRM strategies to personalize customer interactions aligning with business goals and enhancing client satisfaction Supervise escalations turning issues into opportunities for client retention and efficiency Drive IT service integration optimizing workflow efficiency data security and superior customer experience at scale Define customer experience strategies that foster loyalty exceed expectations and achieve long-term business success Build scalable operational structures ensuring the ability to direct increased volume without compromising quality Execute client-centric efforts crafting tailored solutions that scale customer satisfaction and loyalty through service delivery Leverage analytics to assist key decisions optimizing performance and managing challenges to drive operational success Implement Six Sigma and Lean methodologies directing continuous improvements to enhance operational excellence Execute risk strategies ensuring regulatory compliance across operations and mitigating risks through strong governance Lead cost optimization efforts taking initiatives to maximize resource utilization and set high standards of service delivery Champion process optimization removing inefficiencies and refining workflows to scale service delivery and scalability Build and oversee a world-class leadership pipeline mentoring high-potential talent and advancing workforce capability Bangalore Urban Karnataka India Regional Director India Operations Site Lead for OCTA (Jul 2023 – Nov 2024) Transformed live chat support into a high-performance Customer Success unit augmenting client activation by 20% and retention by 3%. Augmented NPS by 18% over 2 quarters resolving user pain points and significantly enhancing overall customer satisfaction and experience Successfully ensured regulatory compliance standards across the key team reducing risks in KYC AML and verification processes by 15%. Managed end-to-end site operations aligning with global objectives Looked after customer support workforce planning quality assurance Pioneered customer support solutions reducing service gaps and improving outcomes with Product Engineering Risk and Marketing teams Built and standardized effective workflows SOPs and escalation frameworks to meet fintech compliance risk controls and data security needs Drove recruitment onboarding and professional development increasing engagement and retention across a high-compliance environment Designed and presented quarterly operational roadmaps to leadership driving key KPIs such as CSAT activation rates and productivity metrics Drove data-driven performance management and upskilling programs fostering accountability and continuous improvement within the team Pioneered efforts in driving flawless local operations execution aligning with global strategy and leadership priorities as the primary site leader WhiteHat Jr Bangalore as Director Teacher Operations and Program Management (Feb 2023 – Jul 2023) Designed and executed GTM strategies increasing market reach by 5% and aligning with company goals to boost overall business outcomes Improved program efficiency by 10% through process optimization and addressing key operational challenges throughout various functions Steered Program Management and PMO functions handling complex business challenges to optimize operational performance and efficiency Mumbai Maharashtra as Director of Operations – US Customer Experience and Success (Aug 2020 – Feb 2023) Steered customer experience and success teams maintaining exceptional service performance and a 99.5% CSAT throughout all channels Directed daily operations and resolved service challenges effectively reducing customer escalations by 50% ensuring timely issue resolution Raised efficiency by redesigning processes reducing pending tickets from 18% to 5% enhancing team productivity and client satisfaction Increased agent performance by reducing shrinkage from 35% to 30% through focused coaching and training initiatives for frontline teams Drove program and process improvements across CX operations utilizing platforms like Zendesk Salesforce and Talkdesk boosting efficiency Redesigned workflows improving turnaround times reducing rework and preparing specialized support teams for better customer alignment Created action plans to strengthen customer experience strategies ensuring service excellence throughout the people processes and products Identified gaps and implemented cross-functional solutions Ensured cost-effective service delivery within SLAs resolving escalations promptly and empowering team leaders to support agents effectively Consolidated customer feedback channels turning surveys social media insights and focus groups into actionable insights for improvements Collaborated with Sales and business stakeholders to refine service offerings enhancing customer value and optimizing customer experience Delivered exceptional service while strictly adhering to performance standards policies and quality benchmarks across customer touchpoints Aiywel Technologies Bengaluru as India and Govt Operations Head (Nov 2016 – Feb 2020) Led India and Government operations driving outstanding sales improving customer satisfaction and setting high service delivery standards Augmented NPS from 33 to 65 by enhancing customer satisfaction through quality service performance and delivering client requirements Supported top management to increase service desk performance by 20% contributing to efficiency and client satisfaction across key teams Exceeded SLA deliverables consistently achieving 97% compliance through planning and effective execution of client deliverables on time Directed service desk customer care pre-sales chat and voice support teams optimizing lead and manager performance across all functions securing substantial revenue while optimizing marketing ROI across channels Steered client requirement analysis delivering high-quality results on time exceeding client expectations and fostering long-term relationships Led a cross-trained team of agents for handling multiple products and communication channels increasing workforce flexibility and efficiency Resolved client escalations and complex issues by implementing key planning enhancing operational procedures and improving service levels Cisco as Operations Manager – Talent Management and Training (Contract) (Apr 2015 – Sep 2016) Led talent management and training for Cisco’s GDC optimizing development across 5 global locations and enhancing team performance Managed training and talent management efforts for over 5 000 learners strengthening skills capabilities and overall performance globally Supervised a $20M training budget ensuring effective resource allocation across multiple global locations maximizing impact and efficiency Improved process efficiency and training access enabling smooth delivery of training programs to over 5 000 learners across global teams Worked with business unit heads to assess resource needs aligning training programs with market-ready skills and strategic business objectives Led process improvement efforts implementing global best practices to enhance operational effectiveness adaptability and regional efficiency Supported talent acquisition with strategic planning resource mobilization and optimal staffing to meet global organizational goals and needs Partnered with vendors to implement global training initiatives scaling organizational growth and talent development across key global regions Ensured smooth resource mobilization through job postings and succession planning supporting career growth and retention across regions Ambara Software Technologies (P) Ltd Vice President Business Operations (EMEA, APAC, and Govt Business) (Nov 2009 – Aug 2015) Expertly spearheaded EMEA APAC and government operations driving exceptional performance and operational efficiency across regions Minimized ticket costs by 50% through the strategic deployment of omnichannel support enhancing service delivery and cost-effectiveness Zele InfoTech Pvt. Ltd India as Operations Manager – Sales and Customer Service (Apr 2006 – Jul 2009) Achieved a 90% CSAT score and increased quality performance to 98% streamlining operations and consistently exceeding business goals Verve as Team Leader (Sep 2001 – Mar 2004) Transformed team morale and performance driving excellent 99% SLA compliance and surpassing operational benchmarks with excellence MBA – Jain (Deemed-to-be University) Jul 2023. Bachelor of Commerce – Annamalai University May 2006. 2nd PUC – Sheshardipuram Composite PU College Karnataka Department of Pre-university Education May 2003. SSLC – Seshardipuram High School Karnataka Secondary Education Examination Board Mar 2001.

Professional experience

Director of KL Operations and Site Lead for OCTAJan 2025 - Nov 2025
Open2Assist Sdn Bhd (Client: Octa)Federal Territory of Kuala Lumpur, Malaysia

Reported to executive leadership, directing operational strategy and site direction for a workforce of 200 associates while steering SLAs, compliance, and cross-functional leadership development.

  • Fostered a performance-driven culture that increased engagement scores from 6.1 to 8.3 and improved retention metrics from 0.5 to 3.5.
  • Revitalized engagement by optimizing the knowledge base via Confluence, improving 24-hour turnaround time from 52% to 70%.
  • Introduced chatbot automation and help center integration, reducing repetitive customer queries by 40% while scaling infrastructure support.
  • Enhanced employee satisfaction through tailored professional development efforts, elevating eNPS scores from 6.5 to 8.7.
  • Built and standardized workflows and effective SOPs aligned with industry governance, resulting in a 15% boost in service delivery efficiency.
Regional Director India Operations Site Lead for OCTAJul 2023 - Nov 2024
In2talk Technology and Consulting Pvt. Ltd. (Client: Octa)Bangalore Urban, Karnataka, India

Steered regional operations and compliance frameworks under senior leadership, directing workflow standards and client support services across the site.

  • Transformed live chat support into a Customer Success unit, augmenting client activation by 20% and retention by 3%.
  • Augmented NPS by 18% over 2 quarters, resolving user pain points and enhancing satisfaction.
  • Ensured regulatory compliance standards across the team, reducing risks in KYC, AML, and verification processes by 15%.
Director, Teacher Operations, and Program ManagementFeb 2023 - Jul 2023
WhiteHat JrBangalore

Directed operations and program management across organizational functions, aligning programs with business goals and addressing key operational challenges during the 2023-02 to 2023-07 period.

  • Designed and executed go-to-market strategies, increasing market reach by 5%.
  • Improved program efficiency by 10% through process optimization.
Director of Operations – US Customer Experience, and SuccessAug 2020 - Feb 2023
WhiteHat JrMumbai, Maharashtra, India

Guided customer experience and success teams, managing daily operations across all communication channels and overseeing frontline coaching programs.

  • Maintained service performance and a 99.5% CSAT throughout all channels.
  • Reduced customer escalations by 50% and ensured timely issue resolution.
  • Redesigned processes, reducing pending tickets from 18% to 5% and shrinkage from 35% to 30%.
India and Govt Operations HeadNov 2016 - Feb 2020
Aiywel TechnologiesBengaluru, Karnataka, India
  • Augmented NPS from 33 to 65 by enhancing customer satisfaction through quality service, performance, and delivering client requirements.
  • Supported top management to increase service desk performance by 20%, contributing to efficiency and client satisfaction across key teams.
Operations Manager – Talent Management and TrainingApr 2015 - Sep 2016
CiscoBengaluru, Karnataka, India
  • Delivered training programs to 5,000 learners globally, strengthening skills and overall performance.
  • Streamlined processes to expand training access and enable smooth delivery of educational initiatives.
Vice President Business Operations (EMEA, APAC, and Govt Business)Nov 2009 - Aug 2015
Ambara Software Technologies (P) LtdBengaluru, Karnataka, India
  • Directed regional operations across EMEA, APAC, and government business segments to drive execution and operational performance.
  • Minimized ticket costs by 50% through the deployment of omnichannel support.
Operations Manager – Sales and Customer ServiceApr 2006 - Jul 2009
Zele InfoTech Pvt. LtdBengaluru, Karnataka, India
  • Streamlined operational processes, achieving a 90% CSAT score.
  • Increased quality performance to 98% while consistently exceeding business goals.
Team LeaderSep 2001 - Mar 2004
VerveBengaluru, Karnataka, India
  • Maintained 99% SLA compliance through team performance management and operational oversight.
  • Surpassed operational benchmarks by executing performance strategies and monitoring daily output.

Education

MBAJul 2023
Jain (Deemed-to-be University)
Bachelor of CommerceMay 2006
Annamalai University
2nd PUCMay 2003
Sheshardipuram Composite PU College, Karnataka Department of Pre-university Education
SSLCMar 2001
Seshardipuram High School, Karnataka Secondary Education Examination Board

Certifications

Six Sigma Black BeltAnexas Europe2008-01-01T00:00:00.000Z
Lean Six Sigma Master Black BeltAnexas Europe
Certified Scrum Master® (CSM®)Scrum Alliance
ITIL V3 Foundation Certification2016-01-01T00:00:00.000Z

Languages

English · Professional

Hindi · Professional

Kannada · Professional

Tamil · Professional

Telugu · Professional

Malayalam · Professional