Amit Kumar

• Lead and manage a blended (Voice+Chat+Email) support team serving North America, EU, Middle East, South Africa, and India—handling an average of 20,000+ seller/customer interactions monthly while sustaining a NRR (Negative Response Rate) score below ~30%.
• Strategically plan, execute, and optimize day-to-day operations, directly contributing to a 15% improvement in first-response time and a 10% year-over-year increase in operational efficiency.
• Developed and implemented robust performance metrics and KPIs, boosting team productivity by 18% and reducing escalation rates by 12% within the first year.
• Launched and led service delivery innovation projects that improved overall seller satisfaction scores by 8% and decreased average handling time by 14%, directly impacting business performance metrics.
• Established a culture of excellence by launching ongoing training, mentorship, and career advancement programs—resulting in a 25% increase in internal team promotions and reducing attrition by 20% year-over-year.
• Foster a culture of excellence and professional growth by implementing training programs, mentorship initiatives, and career development opportunities for team members.
• Maintain strong relationships with key stakeholders, including clients, partners, and vendors, to drive business growth and explore new opportunities.
• Spearheaded cost optimization and resource allocation strategies that reduced operating expenses without compromising service quality.
• Ensured full compliance with global regulations, company policies, and stringent quality standards, maintaining a 100% audit pass rate for all internal/external quality reviews primarily in TQM (Transactional Quality Management).
• Exceeded Amazon “Connection” employee engagement goals for 100% of measured months from 2023–2025, reflecting exceptional team morale and organizational health.
• Designed and delivered a leadership program that equipped and onboarded 5 new managers, accelerating their effectiveness and integration into Amazon’s high-performance culture.

• Directed Voice and Non-Voice customer support operations for Vodafone UK, overseeing a team of 250+ employees in a high-volume, omnichannel environment.
• Managed the seamless delivery of customer support across phone, chat, and email, consistently achieving a FCR (First Contact Resolution) score above ~75% meeting all major client SLAs.
• Streamlined day-to-day operations, ensuring timely completion of all core and periodic activities, improving operational efficiency by 15% within the first 6 months.
• Prepared, analyzed, and presented comprehensive performance reports to leadership, driving data-driven decisions and actionable insights for continuous improvement.
• Designed and launched customer satisfaction programs, resulting in a 10% uplift in positive customer feedback and enhanced retention rates.
• Led the planning and implementation of critical changes to services, policies, and resource allocation to proactively meet shifting business requirements while maintaining quality benchmarks.
• Developed and executed targeted strategies to consistently achieve or exceed client KPIs, supporting year-over-year contract renewals and new business growth.
• Spearheaded initiatives in performance monitoring and resource optimization that led to a 12% reduction in average handling time and improved resource utilization.
• Collaborated closely with client stakeholders to identify capability gaps and rolled out impactful training programs, elevating team skillsets and driving a boost in operational productivity.

• Served as General Manager for a FMCG product-based startup, leading strategic operations and business development initiatives to establish market presence expanding distribution across key target regions.
• Cultivated and managed strategic customer relationships through robust service level agreement management, driving a 25% boost in client satisfaction and achieving a 20% increase in customer retention within the first 6 months.
• Led revenue generation initiatives, exceeding quarterly sales targets by up to 30% through data-driven market analysis and the deployment of tailored, high-impact marketing strategies.
• Resolved complex sales and operational challenges, leveraging systematic analysis to optimize team performance and improve overall efficiency.
• Established and managed a comprehensive performance metrics framework, enabling real-time tracking of productivity and generating actionable insights that fueled sustained business growth.
• Drove end-to-end strategic planning and agile execution, quickly responding to shifting market dynamics and emerging business opportunities—directly contributing to a 35% expansion in business operations during tenure.

Team Leader Operations

• Directed and administered daily operational activities for a high-performing team of 35+ members, consistently achieving and exceeding key performance indicators (KPIs) in a dynamic customer service environment.
• Prepared and delivered detailed performance reports by systematically collecting, analyzing, and synthesizing data trends, enabling targeted strategies for productivity enhancement and operational efficiency.
• Supervised, motivated, and coached team members, driving performance excellence and fostering a culture of accountability, peer support, and continuous improvement.
• Designed and rolled out targeted coaching and best-practice programs, resulting in a measurable 7% increase in team efficiency and significant improvements in overall productivity.
• Managed complex customer escalations and high-impact service issues, consistently maintaining customer satisfaction rates above 90% and ensuring swift resolution of challenges.
• Identified process gaps through proactive analysis, implementing corrective measures that elevated output quality and streamlined operations.
• Delivered and facilitated training programs tailored to evolving business needs—equipping team members with cross-functional skills and aligning their professional growth with organizational objectives.

Team Coach

• Provided expert guidance and support to team members, fostering skill development
• Designed and delivered training programs aligned with evolving business needs. Identified process gaps and implemented corrective measures, improving output quality
• Conducted regular feedback and mentoring sessions with staff, promoting individual skill development and driving incremental gains in performance.
• Consistently surpassed individual performance targets and quality standards as a Customer Service Associate, laying a strong foundation for future leadership roles.

• Served as a Sales Associate specializing in web solutions and e-Learning products, consistently meeting and exceeding sales targets.
• Proactively generated new business through targeted prospecting and effective relationship management, achieving 115% of quarterly sales targets over multiple quarters.
• Executed impactful marketing campaigns for web packages and e-Learning portals, directly supporting a 20% YoY increase in digital revenue streams.
• Delivered engaging, customized product demonstrations and presentations to prospects, resulting in a 75% lead-to-sale conversion rate and accelerated client acquisition.
• Maintained comprehensive client records and sales documentation within the CRM system, ensuring accurate sales pipeline visibility and efficient follow-up.
• Resolved customer queries and concerns with professionalism and speed, consistently achieving a customer satisfaction rate of 90% throughout the tenure.