ANAND KUMAR

• • Managing P&L for a $27M global portfolio; expanded margins via disciplined financials, scalable operating models, targeted upsell/cross sell, and capacity planning.
  • Managed SOW lifecycle & commercials authored/modified contracts, negotiated variations, ran alignment workshops & secured $3.5M+ in renewals and mitigated delivery risk.
  • Leading multi tower delivery, operational excellence, audit readiness and metric led continuous improvement.
  • Elevated governance to enterprise standards 98%+ KPI sustainment, 45% fewer escalations, stronger compliance posture defined CSFs/KPIs, ran metric reviews and data driven corrective actions.
  • Orchestrated AI enabled operations: automated incident/RCA summarization, text analytics for pattern detection, auto content for KB/catalog and Power BI narrative generation for clearer KPI storytelling.
  • Successfully lead SCCM/Intune & Windows Migration for 58000 devices within record 6 months.
  • Improved customer outcomes: NPS up 12–18% YoY, higher FCR/RR/Quality/MTTR, and lower repeats through insights to action loops, service recovery, and DSAT prevention programs.
  • Built a people first delivery system: structured governance (1:1s, bi annual skip levels), robust R&R and townhalls boosting morale, internal NPS, and retention.
  • Scaled capability pathways and crowdsourced automation ideation to create stretch roles and innovation velocity.
  • High‑Value Projects Delivered:
   Beyond Trust Trending Matrix – 6,000+ automated notifications/month and ~$720,000 annual savings.
   3‑Strike BOT – Reduced manual effort by 50%+, accelerated response cycles.
   Splunk Alert Optimization – Eliminated hundreds of false alerts monthly and reduced L3 backlog.
   Unassigned Dashboard – Improved SLA compliance by 15–20%.
   Tech Bar Booking – Reduced wait times by 25–35%.
   AQI Revamp – Delivered AUD 6,330+ annual value in efficiency savings.

• o Led a large delivery of multi site operations across India and the Philippines while consistently maintaining 95–98% SLA adherence.
  o Achieved 12–18% staffing optimization by implementing advanced WFM models: analysing staffing needs as per erlang and addressed understaffing risks
  o Improved operational efficiency by 20–25% by automating quality checks, rapidly detecting defects, and reducing manual QA dependencies using structured automation frameworks.
  o Strengthened MIS governance through interactive dashboards for real-time SLA tracking, trend analysis, and automated reviews, reducing manual reporting time by 40–50%.
  o Accelerated onboarding efficiency by reducing training timelines by ~30% through revamped curriculum design, assessments, mock scenarios, and structured refresher programs.
  o Enhanced hiring accuracy through multi-stage evaluations, including knowledge checks and scenario-based simulations, improving right-fit hiring by 25–35% while reducing early attrition and training rework.
  o Directed end-to-end Incident, Problem, and Escalation Management, reducing repeat incidents by 20%+ through stronger RCA governance and faster resolution cycles.
  o Implemented continuous improvement and SOP optimization initiatives, reducing AHT by 10–15% while improving FCR and CSAT across multiple business units.

• o Managed Level 1, Level 2 and Level 3 operations across Chat, Email, and Phone channels, leading a 300+ FTE organization across multiple regions.
  o Established and scaled Tier 2 operations, growing headcount from 12 to 70 within 18 months while maintaining SLA and quality targets.
  o Led strategic transformation and process optimization initiatives that delivered business savings exceeding $3M through automation and operational efficiency improvements.
  o Acted as the primary POC for vendor strategy and operational governance, collaborating with client product teams to implement process and policy enhancements.
  o Managed stakeholder engagement, business reviews, project management, quality governance, training operations, and multi-region vendor coordination.
  o Drove enterprise-level volume deflection initiatives across 300+ FTEs, achieving 2% volume reduction and annual savings exceeding $250K.
  o Reduced stalled engineering ticket resolution timelines by 45% through governance audits and process improvements, generating annual savings of over $500K.

• o Led and managed a team of over 50 individuals across mobile device troubleshooting divisions to ensure operational success.
  o Analysed and maintained all client service level agreements and implemented improvement plans as needed.
  o Participated in regular business reviews and communicated overall objectives and operational efficiency reports to ensure customer operational and capacity requirements were met.
  o Identified and eliminated process inefficiencies using Lean Six Sigma and ITIL frameworks to streamline operations and improve overall efficiency.
  o Fostered a positive and collaborative team culture by promoting teamwork and encouraging professional development and growth.
  o Monitored infrastructure service performance and drove continuous improvement initiatives to enhance efficiency and effectiveness.
  o Managed KPIs such as customer satisfaction scores, AHT, and team productivity.
  o Provided support for product launches and collaborated cross-functionally with NA site operations teams to ensure customer needs were met through continuous improvements.

• • Drove 22% contract retention growth and 19% revenue increase for the UK-based 3 Mobile account through targeted upselling and customer engagement.
  • Maintained 95%+ target adherence by aligning SLAs, operations, and compliance with business objectives.
  • Reduced repeat issues by 30% and improved CSAT by 18% through RCA, VOC insights, and capability-building initiatives.
  • Team Development & Sales Effectiveness: Improved team performance through coaching and Sales-through-Service strategies, resulting in 15% lower attrition, 4 promotions, and 23% higher cross-sell success.

• Managed Order management queue to capture, track, and fulfil end user requirements
• Managed team performance, providing coaching, feedback, time, budget, equipment and producing performance reports
• Worked as a bridge between end user and Engineering team Openreach to set up services
• Ensured quality customer service by monitoring and evaluating interactions, identifying areas for improvement and taking necessary actions
• Handled customer escalations and complaints promptly and effectively
• Managed end user requirements efficiently realizing seamless services
• Efficient escalations management ensuring quick resolution of customer complaints
• Achieved desired quality standards of customer service through effective monitoring and evaluations