Sourjo Basu

Executive Consultant, Contact Center Transformation

Compass Experience Labs

Mar 2026 - Current (7 months)

- Reporting to CEO, leading contact center GenAI, product, and technology transformation initiatives
- Partnering with leadership to shape roadmap priorities and operating model changes
- Supporting cross-functional execution across product, technology, and operations
- Driving adoption of new ways of working and scalable process improvements
- Leading Product and Tech teams, RAG architecture KB POC, workflow automation, and chatbot QM
- Building and executing AI roadmap including AutoQA, agent assist, and AI summary across BPO contact center operations.

Advisory Board Member

TechSee

Apr 2025 - Current (1 year 6 months)

Strategic Advisor at TechSee ($40M+ rev AI SaaS), the first Visual Agentic AI platform for customer service, powered by Augmented Reality & AI:
• Lead telecom and technology advisory discussions, webinars, and panels shaping service, ops strategy & roadmap.
• Engage executive leadership and customer success teams to capture strategic VOC and inform product roadmap.
• Provide practitioner insights supporting enterprise business development, Fortune 500 pursuits, and partner governance.

Vice President Customer Service

Netspend

Aug 2024 - Jun 2025 (11 months)

Reporting to CCO, led customer operations and technology for 40 US & 1,200+ global associates, managed $35M budget, for Ouro (PE backed, $500M+ rev fintech)
• Led CX transformation initiatives, strategy, and operations across omni-channel support & risk (fraud, disputes & KYC)
• Directed BPO operations across Philippines/India/LATAM via RFP management, network design & SLA governance.
• Built comprehensive budget and forecast models with scenario-based volume projections by BPO, site, and channel.
• Drove product improvements by journey mapping + VOC, implemented CCaaS with Agentic AI, and launched chat.

Key Achievements:
- Improved Retention +5%, CSAT 65% → 77%, NPS 28 → 48, and FCR 68% →78%, by leading

Director, Customer Experience and Care

Sony

Oct 2023 - Apr 2024 (7 months)

Recruited to build and lead greenfield Customer Support for Sony’s Fiber ISP launch (canceled); managed 5 Sr Managers and $1M budget
• Developed CX strategy, contact center operational plans, digital service roadmap, and tech CRM/CCaaS/VOC RFPs.
• Optimized workforce planning and service quality by designing call, chat, and email forecasting models and ops KPIs.
• Collaborated with Product, Tech, and CX teams to define chat, ticketing, knowledge & VOC use cases & requirements.

Key Achievements:
- Secured $550K savings by leading RFP and negotiating BPO vendor contracts for nearshore 15/7 contact center.
- Built chat AI business case for $3.5M net benefit over 5 years, with variable models for adoption and

Senior Director, Customer Experience

Optimum

Aug 2022 - Oct 2023 (1 year 3 months)

Led team of 5 Program Directors driving key initiatives, and supported org of 500 internal US FTE and 4,500 global BPO FTE, with $260M budget at Optimum ($9B rev telco)
• Developed and executed BU customer operations strategy and roadmap; managed business planning, issue analysis, and program launches, securing C-suite and board buy-in through executive presentations and QBR facilitation.
• Led a Program Management team driving key CX and Retention initiatives – VOC/NPS platform implementation, chat/AI platform implementation, FCR, repeat reduction, voluntary & involuntary churn reduction & up-sell/cross-sell.
• Directed vendor and BPO partner governance, network design, and contract oversight, achieving cost efficiencies.

Senior Director, Business Operations

Marvell Technology

Jul 2021 - Aug 2022 (1 year 2 months)

Chief of Staff to EVP for $1B revenue business unit with 1,000 global employees
• Led strategic planning and execution: quarterly reporting, forecasting, portfolio reviews, and annual operating plan.
• Coordinated cross-functional collaboration with finance, HR, and legal to ensure operational resilience & compliance.

Director of Customer Service

Samsung Electronics America

Mar 2018 - Jul 2021 (3 years 5 months)

Reporting to SVP, supported 500 FTE, 4000 BPO agents, and $1B P&L initially as Chief of Staff, then led the Digital Support team of 10 Product Managers with a $3.5M budget, and CX Program Management
• Led governance across BPO and tech vendors, and coordinated across contact centers, field technicians & retail stores
• Ran quarterly business reviews, forecasting, budgeting & risk/compliance programs, coordinating with finance & HR.

Key Achievements:
- Generated $8M revenue and strengthened eCommerce and subscription services, via Service-to-Sales trade-in/upgrade programs driving cross-sell and up-sell.
- Boosted Self-Service NPS by 43%, increased channel volume 121%, and delivered $540K in call cost savings b

Principal Chief of Staff - Digital

Att

Sep 2015 - Mar 2018 (2 years 7 months)

Supported VP, Digital Experience for an org of 400 FTE + 1,100 agents

- Ran operating cadence, performance reviews, and cross-functional delivery.
- Managed $130M operations budget and $60M capital portfolio; drove vendor/resource consolidation delivering $2M savings without performance impact.
- Coordinated executive communications and business reviews; aligned Sales, Marketing, Care, Product, Legal, Finance, IT on roadmap and KPIs.
- Advanced fast-track innovation with AT&T Foundry (from prototype to commercial), overseeing pilots and change management.

Sr Product Manager - Leadership Development Program

Att

Jul 2014 - Aug 2015 (1 year 2 months)

- Led ideation, business model, and prototype for a personalized streaming service (projected $50M revenue); earned a U.S. patent.
- Built web/mobile creatives to onboard users to Next Gen TV; presented to executives and kicked off delivery.
- Completed market analyses/business cases (e.g., Transactional VOD $170M TAM); drove vendor/IT/legal/finance alignment and exec readouts.
- Led Billing API projects ($4M budget) for Mobility & Home Solutions to enable digital transactions and reusable APIs across product lines.

Customer Service Team Manager - Leadership Development Program

Att

Jul 2013 - Jun 2014 (1 year)

- Coached a 20-rep team to consistently hold the #1 performance rank in the center; ranked #34/591 managers company-wide.
- Launched a career development program for reps, improving readiness and progression across the center.
- Improved the new quality program methodology, increasing accuracy of quality score calculations.
- Built an automation to update quality score docs for 400 reps, eliminating manual work and saving time each cycle.

Meters Product Leader

GE Vernova

Jul 2011 - Jul 2013 (2 years 1 month)

- Led global regulatory strategy & product safety for smart-meter/IoT lines (~$350M revenue); internal ISO 9001 auditor for a 500-employee meters division.
- Delivered on-time regulatory reviews for 27 new products; trained engineers on applying standards and supported RFPs with Product/Sales/Engineering.
- Improved safety ops: cut proactive case closure time −80%, drove department overdues 34% → 0%, and validated 1,850 hours touch-time savings (target 750).
- Drove risk mitigation & continuity: rapid

Meters Firmware Engineer

GE Vernova

Apr 2010 - Jul 2011 (1 year 4 months)

- Designed & sustained firmware for high-growth IoT smart meters & software across a global product line.
- Led use-case/standards compliance and systems engineering (incl. GE DuraStation EV charger).
- Drove IT/process changes delivering $300K+ savings and 30% reduction in engineering touch time.
- Built LabVIEW automated test systems for meters/HAN devices, cutting pass cycle time; produced a $20/unit competitor savings analysis for a 1M+ unit product.

Academic Tutor

The Princeton Review

Mar 2010 - Jun 2013 (3 years 4 months)

- Tutor and Teacher for both group classes and individual 1:1.
- Standardized test preparation, AP courses and college application support.
- Certified for and taught MCAT Verbal, GMAT, GRE, SAT and ACT.

Software Engineer

Nagra

Apr 2009 - Mar 2010 (1 year)

- Built firmware & software for digital video set-top box embedded systems.
- Developed device drivers/bootloaders on ST and Broadcom platforms.
- Delivered UI enhancements and system modules to improve performance and stability.
- Transferred QA process knowledge and prepared formal docs for presentations at Switzerland HQ.

Junior Software Engineer

AMI American Megatrends Inc

Aug 2006 - Apr 2009 (2 years 9 months)

- Built and customized embedded firmware/software per client requirements.
- Designed firmware architecture for USB and NFS systems.
- Drove cost/time savings by integrating Libcurl and OpenSSL into EFI for FTP workflows.
- Managed enterprise Microsoft ISA Server and related tooling.

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Sourjo Basu

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