Summary
Overview
Work History
Skills
Accomplishments
Certification
Work Availability
Work Preference
Interests
Languages
Quote
Timeline
Hi, I’m

JAYAKUMAR SATHYANARAYAN

CUSTOMER SERVICE HEAD
MUMBAI,Maharashtra
JAYAKUMAR SATHYANARAYAN

Summary

Accomplished Customer Success Head with over 15 years of experience leading high-performing teams to deliver exceptional customer satisfaction and operational excellence. Expertise in managing the complete customer lifecycle, from onboarding to retention, while driving continuous process improvements and service delivery optimization. Proven track record in people management, quality audits, and data-driven decision-making to enhance customer success, boost retention, and streamline operations. Adept at leveraging CRM tools, leading cross-functional teams, and fostering a culture of continuous improvement. Demonstrated ability to reduce costs, optimize workflows, and consistently achieve strategic business goals.

Overview

28
years of professional experience
6
Languages
2
Certificates

Work History

Logo Infosoft
Mumbai, Maharashtra

Customer Success Head
10.2023 - 01.2025

Job overview

  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Fostered culture of continuous improvement, encouraging innovation and employee engagement through targeted training programs.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

HPI
Mumbai, Maharashtra

Customer Success Manager
09.2020 - 03.2023

Job overview

  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Managed Service Delivery and Operations for Stakeholders. Conducted Client Visits and prepared training modules. Conducted Audits and provided feedback.
  • Prepared Quality Dashboards and presented them during Monthly Business Review meetings.

Lavu POS
Hyderabad, Telegana

Assistant Manager Customer Care
01.2019 - 04.2020

Job overview

  • Managed front-end customer service for calls, emails, and web chats, ensuring that all customer inquiries are handled promptly and effectively.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Lead and manage team of customer service representatives, providing guidance, coaching, and training to ensure excellent customer service delivery.
  • Provided leadership to customer service team by setting good example for other employees and promoting positive and collaborative work culture.
  • Monitor customer satisfaction levels and identify trends or problems with customer service quality, and take appropriate action to improve customer satisfaction.

Aegis Customer Support Services Pvt Ltd
Mumbai, Maharashtra

Quality Specialist
12.2017 - 01.2019

Job overview

  • Conducted detailed root cause analyses following any non-conformance events, leading to swift identification and mitigation of potential risks.
  • Analyzed data from various sources to identify trends impacting product quality, making strategic recommendations for improvements based on findings.
  • Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
  • Collaborated with cross-functional teams to identify process improvements, resulting in increased production efficiency and cost savings.
  • Reduced customer complaints by streamlining the complaint resolution process and addressing root causes of issues.
  • Monitored customer satisfaction levels to identify trends or problems with customer service quality.

Amazon Development Centre Pvt Ltd
Pune, Maharashtra

Team Manager
04.2014 - 05.2017

Job overview

  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
  • Facilitated cross-functional team meetings to foster collaborative work environment, leading to innovative solutions.
  • Led development and execution of strategic plans to meet company objectives, driving team success.
  • Managed team of 5 team leaders and overall team size of 120, actively participating in and driving continuous improvement culture through kaizen and lean projects.
  • Actively participated in driving continuous improvement culture, focusing on management of SLA, Quality, and Customer Experience.

Firstsource Solutions Ltd
Mumbai, Maharashtra

Quality Analyst
11.2008 - 02.2014

Job overview

  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
  • Conducted data analysis to support client requirements for calls, web chat, and emails.
  • Pilot of Customer Insight Analyst and First Customer Intelligence and led quality team to ensure high standards of work.

Original Vel Printing Works Pvt Ltd
Mumbai-Pune

Racing Correspondence Cum Reporter
06.1997 - 05.2007

Job overview

  • Timekeeper
  • Writing post and pre reviews of horse racing
  • Self-motivated, with a strong sense of personal responsibility
  • Excellent communication skills, both verbal and written

Skills

Collaboration & Cross-functional Leadership

undefined

Accomplishments

Accomplishments
  • Presented with the Super Star Award for 3 consecutive quarters
  • Received the people manager award
  • Best Customer Service team across company site
  • Multiple awards during the customer service

Certification

Lean Six Sigma Yellow Belt

Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Company CulturePersonal development programsWork from home optionCareer advancementWork-life balanceFlexible work hours

Interests

Sports, Music, Movies, Travelling, Coaching & Learning

Languages

English
Advanced (C1)
Hindi
Advanced (C1)
Marathi
Upper intermediate (B2)
Tamil
Bilingual or Proficient (C2)
Gujarati
Elementary (A2)
Telugu
Intermediate (B1)

Quote

"I believe in the power of reflection, continuous learning, and the courage to redefine oneself at every stage of life."
Jayakumar

Timeline

Lean Six Sigma Green Belt

01-2025

Lean Six Sigma Yellow Belt

12-2024
Customer Success Head
Logo Infosoft
10.2023 - 01.2025
Customer Success Manager
HPI
09.2020 - 03.2023
Assistant Manager Customer Care
Lavu POS
01.2019 - 04.2020
Quality Specialist
Aegis Customer Support Services Pvt Ltd
12.2017 - 01.2019
Team Manager
Amazon Development Centre Pvt Ltd
04.2014 - 05.2017
Quality Analyst
Firstsource Solutions Ltd
11.2008 - 02.2014
Racing Correspondence Cum Reporter
Original Vel Printing Works Pvt Ltd
06.1997 - 05.2007

Similar Profiles

  • Piyush Raj

    Piyush RajPiyush Raj

    Assistant Product Manager at Logo Infosoft Pvt LtdAssistant Product Manager at Logo Infosoft Pvt Ltd

  • SHARGINJJAYA CHAND

    SHARGINJJAYA CHANDSHARGINJJAYA CHAND

    Zonal Head North at LOGO INFOSOFT TECHNOLOGY PRIVATE LTD.Zonal Head North at LOGO INFOSOFT TECHNOLOGY PRIVATE LTD.

  • Sahil Shah

    Sahil ShahSahil Shah

    QA Executive at Logo Infosoft Business Technology Private Limited.QA Executive at Logo Infosoft Business Technology Private Limited.

  • Varun Arora

    Varun AroraVarun Arora

    Assistant General Manager- Brand Strategy & Media at JSW SteelAssistant General Manager- Brand Strategy & Media at JSW Steel

  • Mithlesh Kumar

    Mithlesh KumarMithlesh Kumar

    Deputy Manager Bom and Costing at Birla Opus (Aditya Birla Group)Deputy Manager Bom and Costing at Birla Opus (Aditya Birla Group)

CREATE PROFILE
JAYAKUMAR SATHYANARAYANCUSTOMER SERVICE HEAD