ARJUN KUMAR
Associate Manager
Bangalore
Summary
Associate Manager leading 20+ team members per shift across global customer support teams for technical, order fulfillment, and resolving 25+ escalations per month. Drives SOP development for 3+ documents per quarter, shift planning, and training for new hires while always maintaining CSAT above 95% and monthly performance above 90%. Strengthens service delivery through fraud control, risk analysis, and transition support for new processes and product rollouts.
Overview
4
4
Languages
22
22
years of professional experience
Work History
Associate Manager
IntouchCX (formerly Telligent)
05.2013 - Current
- Led team in resolving technical and order fulfillment queries for global clients, enhancing client satisfaction
- Achieved consistent monthly performance score above 90%, demonstrating commitment to service excellence
- Maintained monthly performance score above 90%
- Managed shift planning, forecasting, and staff allocation
- Trained new hires and managed escalations, ensuring timely resolution of complex issues
- Developed SOPs and training manuals for new processes and product rollouts
- Delivered chat support for both pre- and post-sales
- Conducted fraud control and risk analysis
- Oversaw game testing operations and process transitions
Accountant
BESIX - Six Construct W.L.L.
10.2012 - 04.2013
- Coordinated client/vendor interactions to ensure timely documentation and payment processing
- Maintained cost reports, vouchers, and system entries
- Maintained accurate cost reports and vouchers, supporting financial integrity
- Streamlined import documentation processes and strengthened supplier relations
- International construction company providing integrated project delivery
Service Communication Team Manager
Thomson Reuters
03.2005 - 08.2010
- Led support for financial advisors on Thomson Reuters platforms, enhancing user experience and satisfaction
- Managed technical troubleshooting, outages, and escalations, ensuring timely resolution of service issues
- Led support for financial advisors using Thomson Reuters platforms
- Trained new hires and conducted quality audits, improving service delivery standards
- Trained new hires and performed regular quality audits
- Received multiple client accolades and awards for service excellence
Education
Master of Commerce -
Karnataka State Open University
MysoreBachelor of Commerce - undefined
Karnataka State Open University
MysoreSkills
Microsoft Office
ERP
Tableau
Tally ERP
Forecasting
Power BI
Looker
Shift planning
Staff allocation
Escalation management
SOP development
Fraud control
Incident management
Quality assurance auditing
Root cause analysis
Process mapping
Service level agreement management
Customer relationship management
Workforce management systems
Call center analytics
KEY ACHIEVEMENTS
Leadership Excellence, Achieved promotions and managed teams of 60, maintaining 100% accuracy.
Timeline
Associate Manager
IntouchCX (formerly Telligent)
05.2013 - Current
Accountant
BESIX - Six Construct W.L.L.
10.2012 - 04.2013
Service Communication Team Manager
Thomson Reuters
03.2005 - 08.2010
Bachelor of Commerce - undefined
Karnataka State Open University
Master of Commerce -
Karnataka State Open University