Jhankhana Desai is a first-generation entrepreneur, a passionate nature lover, and a lifelong student of books and ideas. With a deep-rooted purpose to transform the people-centric service industry, she took a bold leap from a successful decade-long corporate career—with leadership roles at multinationals like Colgate-Palmolive, RICOH India, Fascel (now Vodafone), and GTL Limited—to found KServe BPO Private Limited during the pioneering days of offshoring in India.

What she lacked in capital, she made up for with her unwavering focus, an innate ability to connect with people, and a contagious sense of humor that helped her lead through adversity. Over the past two decades, under her leadership, KServe has grown into a 1000+ strong team, delivered excellence to over 200 global clients, and is now at the forefront of AI-led digital transformation in the BPO industry.

Her impact goes beyond business—Jhankhana has actively shaped the industry’s future through her role as Chairperson of the Digital Technology Committee at the IMC Chamber of Commerce and Industry, Mumbai, and as a member of the SME Council at NASSCOM. Her story is one of courage, resilience, and innovation—with purpose at the core of it all.

As the Chief Operating Officer at KServe, Rakeshh Shetty leads the organization’s strategic and operational vision, with a sharp focus on service excellence and business transformation. With over two decades of experience in the BPO industry, he brings deep expertise in managing large-scale operations and delivering high-impact solutions for both international and domestic clients.

Rakeshh’s leadership philosophy is rooted in leveraging technology to drive operational efficiency. He is a firm believer in challenging legacy systems and reimagining processes through automation and innovation—constantly striving to deliver faster, smarter, and more reliable outcomes.

What sets Rakeshh apart is his ability to balance process efficiency with a “people-first” approach. His leadership style fosters a culture of meritocracy, collaboration, and continuous improvement—creating an environment where teams thrive, and clients experience true delight.

Under his stewardship, KServe continues to evolve as a future-ready BPO partner, committed to delivering measurable value and customer-centric solutions.

As the Head of Human Resources at KServe, Ashutosh Chandratrey leads one of the organization’s most vital functions—harnessing human potential to drive sustainable business success. He is instrumental in fostering a culture where employees are deeply engaged, continuously developed, and motivated to deliver high-quality outcomes for our clients.

With over 40 years of experience across the Telecom, Manufacturing, and Service sectors—and more than two decades dedicated to the BPO industry—Ashutosh brings a rare blend of strategic insight and operational excellence to his role. His people-first leadership is rooted in building strong, scalable HR frameworks that support both individual growth and organizational goals.

Ashutosh’s professional journey includes tenures at respected organizations such as Columbia Films of India Ltd., Mahindra & Mahindra Ltd., Bennett & Coleman, the Jindal Group, and GTL Ltd. His cross-industry exposure has equipped him to navigate diverse workplace dynamics and implement people practices that are forward-thinking and business-aligned.

With over 23 years of experience in the BPO, contact centre and customer service industry, Abhijit Shetye is a seasoned business and operations leader with a strong track record of managing large-scale customer-facing operations and building high-performing teams.As General Manager – Operations at Kserve BPO Pvt. Ltd., Abhijit plays a key role in driving operational performance, client success and business growth. Over the course of his career, he has worked across diverse industries including BFSI, healthcare, education, real estate, entertainment and discount broking, managing operations covering customer service, inbound and outbound sales, lead generation, email and chat support.His leadership experience encompasses managing large-scale contact centre operations, with a strong focus on productivity, service quality, revenue generation, process efficiency, customer satisfaction and employee performance. He combines a hands-on understanding of contact centre operations with a strategic approach to process improvement and business transformation.Before kserve Abhijit has worked with Tech Mahindra formerly 3 global services for 11 years.

17+ Years of Expertise in BPO Operations, Process Management and Information Security
With more than 17 years of experience in the BPO industry, this professional journey reflects strong expertise in operations management, process management, customer service, team leadership, and BPO technology.

Over the course of his career, he has gained extensive experience managing and motivating teams, driving operational performance, and supporting the successful launch of new processes. His background spans diverse organizations and business environments, providing valuable exposure to customer service operations, process management, and technology-driven contact center environments.

His expertise includes BPO operations, vendor management, team management, process transitions, customer service, and call center technologies, with a strong focus on maintaining operational efficiency and service quality.
Since joining KServe BPO, his journey has progressed across multiple roles, including Pre-Sales, Operations Management, and Information Security & Privacy, reflecting a broad understanding of both business operations and organizational risk management.

Combining Operations Expertise with Information Security
In his current role, the focus extends beyond operational excellence to information security and privacy management, supporting KServe’s commitment to protecting information, maintaining compliance, and strengthening secure business processes.

His career reflects KServe BPO’s approach of combining experienced leadership, technology, process excellence, and strong governance to deliver reliable and secure outsourcing solutions for clients.

As an Assistant General Manager – Operations at KServe, Vishal Mishra plays a key role in driving operational excellence, client success, and business growth. With over two decades of experience in the BPO industry, he brings extensive expertise in managing large-scale operations, building high-performing teams, and delivering consistent business outcomes for leading domestic and international clients.Vishal’s leadership approach is centered on creating a strong balance between operational discipline, customer experience, and business performance. He is passionate about transforming processes through data driven decision-making, technology, and continuous improvement, with a constant focus on enhancing productivity, quality, and overall client value.A strong believer in people led performance, Vishal focuses on developing talent, strengthening leadership capabilities, and creating a culture of accountability, collaboration, and recognition. His ability to understand client expectations and translate them into effective operational strategies enables teams to consistently deliver against business objectives.With a customer-first mindset and a strong focus on innovation and execution, Vishal continues to contribute to KServe’s vision of becoming a trusted, technology-enabled BPO partner delivering scalable, agile, and measurable solutions that create lasting value for clients and their customers.

distinguished Finance Leader with over 30+ years of experience in financial management, accounting, taxation, audit, banking, statutory compliance, and strategic planning.

With extensive experience as a Chief Financial Officer and Financial Controller, she has led critical finance functions, strengthened internal controls, optimized working capital and cash flows, and provided strategic financial insights to support business growth and informed decision-making.

Prior to joining KServe, she served as Chief Financial Officer at one of the leading solution provider in the field of F&G detection systems, for nearly three decades. During her tenure, she successfully managed complex financial operations, coordinated with leading audit firms, facilitated equity investments, and strengthened banking partnerships.
Her expertise spans financial governance, taxation and compliance, audit management, treasury and banking, MIS and reporting, cost optimization, receivables management, payroll compliance, and process improvement.

Throughout her career, she has delivered measurable improvements in financial efficiency and compliance. She is recognized for her strong financial acumen, integrity, strategic thinking, and result-oriented approach, with a focus on building robust financial systems and creating sustainable value for the organization.

with 15+ years of experience across business development, operations, quality, customer experience, and consultative sales. I currently work with enterprises across BFSI, insurance, lending, real estate, healthcare, and consumer businesses to identify opportunities for AI-led customer engagement, sales transformation, and managed operations.Before moving into business development, I spent over 11 years with CarWale across Quality and Operations, where I focused on process improvement, operational efficiency, vendor management, quality assurance, customer experience, and performance management. Earlier in my career, I worked as a Senior Car Expert with Automotive Exchange, advising customers on premium and luxury brands including Audi, Mercedes-Benz, and BMW, and began my professional journey with Accenture.This combination of frontline customer understanding, quality and process expertise, operations management, and enterprise business development enables me to approach customer and operational challenges from both a business and execution perspective.

with over 20 years of experience across BPO technology, IT infrastructure, CTI and dialer solutions, CRM and API integrations, IT compliance, and technology-led business operations.Throughout his career, Parth has worked in senior technology and leadership roles, managing IT operations, infrastructure, security, compliance, client technology requirements, and multi-location IT teams. His expertise includes *CTI and dialer technologies, WebRTC, CRM integrations, API integrations, telecom solutions, IT security, business continuity, and ISO 27001 compliance*.In his current role as IT Manager at KServe BPO Private Limited, he focuses on driving technology operations, improving IT processes, managing vendors and projects, and implementing innovative communication technologies, including WebRTC-based real-time communication solutions for Asterisk and dialer platforms.Parth has also held leadership positions including IT Manager/CTO, where he managed technology and compliance functions, led IT support teams, assessed technology risks, and delivered customized dialer and CRM integration solutions for diverse business requirements.

With over a decade of experience in the BPO industry, this professional journey reflects steady growth from Customer Service and Sales Operations to Senior Operations Management.

Starting with frontline voice processes, the journey progressed through roles in Quality, Team Coaching, Team Leadership and Operations Management, gaining expertise across sales, lead generation, customer service, collections, retention and web search.

Today, the focus is on managing diverse operations, developing high-performing teams, improving processes and delivering strong client outcomes. This journey reflects a commitment to continuous learning, people development and operational excellence.

With more than 14 years of experience in BPO operations, this leadership journey reflects a strong commitment to delivering high-quality customer service and building efficient, scalable business processes.

Over the years, experience across E-commerce, BFSI, Travel, and Energy has provided valuable exposure to diverse customer journeys and complex outsourcing requirements. Managing teams of 100+ professionals across voice, non-voice, email, chat, ticketing, backend support, and customer service operations has strengthened expertise in handling high-volume and multi-channel processes.

A key focus has been on KPI and SLA management, workforce productivity, quality improvement, escalation management, client coordination, process transitions, training, and team development. By combining data-driven decision-making with strong people leadership, the approach focuses on creating sustainable operational improvements and consistent customer experiences.

Building the Future of BPO Operations
Beyond day-to-day operations, the journey is driven by a passion for developing high-performing teams, nurturing future leaders, optimizing processes, and creating scalable BPO solutions that deliver measurable value to clients.

This story reflects KServe BPO’s broader commitment to combining people, processes, and technology to deliver operational excellence and meaningful customer experiences.

Building Strong Teams Through People, Performance and Process

With over 7 years of HR experience, this professional journey spans Talent Acquisition, HR Operations, Performance Management, Employee Engagement and Talent Development across MNC and NGO environments.

The expertise includes end-to-end recruitment, succession planning, HR policy development, payroll, employee lifecycle management, statutory compliance and audits. With a strong focus on people and organizational development, the journey reflects a commitment to building effective HR practices and enabling high-performing teams.