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Taranbir Singh Dulai is an analytical and solutions-focused Customer Experience and Quality Management Strategist with 18 years of expertise in operational and process excellence as well as digital transformations across global markets. They currently serve as the Associate Vice President at VFS Global, where they design and oversee the omnichannel CX strategy across Visa Application Centres and Call Centres in 144 countries. Taranbir has a proven track record of enhancing CX metrics and achieving significant cost savings through process efficiencies and automation. Their educational background includes a Master of Business Administration in Operations Management from Amity University and a GNIIT from NIIT. Prior to their current role, Taranbir held positions at EXL, FIS, and Care Management International, contributing to quality compliance and process excellence.