Abhishek Agnihotri
I am currently pursuing MBA at XLRI Jamshedpur and bring over 6.5 years of experience in analytics consulting, customer strategy, and business leadership. Prior to XLRI, I worked at EXL Services, where I progressed from Business Analyst to Manager through three promotions in 5.5 years, supported by top-tier ratings across three consecutive performance cycles. At EXL, I worked with one of the UK’s largest utility providers and led analytics-driven initiatives across customer retention, customer experience, and commercial strategy. My work included optimizing customer engagement across 70M+ outreach attempts, analyzing 2.5M+ customer interactions to identify journey drop-offs, and building a Unified Portal that reduced recurring reporting workload by 50% while improving decision-making consistency. As the youngest Team Lead in the commercial analytics vertical, I led teams of 50+ professionals and drove data-backed decision-making at scale. My interests lie at the intersection of data, strategy, and business transformation, and I aspire to build a career in strategic consulting. Outside work and academics, I am a marathon runner and trekking enthusiast who enjoys pushing personal limits, exploring new terrains, and embracing challenges that build resilience and perspective.
Work experience
81 months in total
- EXL Services81 months
Career highlights
Contact Landscape Transformation
- Led a large-scale customer engagement optimization initiative across digital, telephonic, and app channels (70M+ outreach attempts), identifying saturation thresholds and enabling redesign of multi-channel campaign strategy, resulting in 8% improvement in conversion rates and reduced outreach inefficiencies
Customer Journey Management
- Led customer journey analytics across 2.5M+ interactions, identifying key drop-off points and enabling data-driven cross-sell, retention, and win-back strategies for annual business planning
Command Centre
- Built Unified Portal that acted as a single source of truth for customer and operational insights across the commercial vertical. By automating recurring reporting and consolidating business metrics, it reduced team workload by 50% and improved the speed and consistency of decision-making.
Achievements
- Achieved top-tier ratings in three consecutive performance cycles, leading to fast-tracked career growth with three promotions in 5.5 years.
- Youngest Team Lead across the commercial vertical, among 50+ members.
- Promising Newcomer Award – Received in the first year for exceptional performance and contribution.
