Kapil Golash
Hyderabad
Summary
Experienced business leader with a proven track record in enhancing customer experience, driving operational excellence, and transforming business units. Skilled in strategic optimization, target exceeding, and successful engagement campaigns. Recognized for Domestic and International market achievements with strong leadership and team management abilities.
Overview
21
21
years of professional experience
Work History
Senior Customer Service Manager
Yupp Video Services Pvt. Ltd
11.2016 - Current
- Successfully leading OTT (Over-The-Top) Customer Support & Content Management services for India and International clients
- Streamlined workflow processes for improved team efficiency and increased productivity.
- Expertly managed escalated issues through effective communication strategies leading to 92% of close rate within the target turnaround time (TAT), despite handling a 30% increase in complaint volume.
- Mentored junior staff members to develop their skills, leading to higher performance levels.
- Leading cross-functional teams to implement cost-saving measures, optimize resource allocations, and develop innovative content initiatives, resulting in an increase in new subscriptions and over-achieved the target of 3 million active users by 15% and improved customer retention from 55% to 70% in FY 22-23
- Analyzing competition through market information to finalize marketing strategies and coordinating with the Marketing Team and consultants for demand generation
- Significantly elevated the strategic positioning of the Sri Lankan and Bangladeshi markets through the implementation of effective strategies and initiatives by increasing the revenue by 12% in FY-19-20
- Successfully integrated External Engagement and Analytics tools, including Mixed Panel and Clevertap, into Vodafone Idea Movies and TV, SUNNXT, YUPPTV Scope, and other platforms
- Improved content engagement through data-driven customer segmentation and campaigns has led to increased Click Through (CTR) across various channels: Push Notifications (+6%), In-App Notifications (+28%), SMS (1%) and Email Campaigns (+5%).
- Recognized for expanding the business in Bangladesh and Sri Lanka while retaining two key accounts.
- Improved response times with efficient resource allocation, ensuring prompt support for all customers.
- Developed and implemented customer service policies and procedures.
- Established a positive work environment by fostering open communication and promoting teamwork among staff members.
- Managed high-volume call center operations, maintaining service quality standards across the team.
- Created comprehensive training materials for new hires, resulting in reduced onboarding time and faster integration into the team.
- Developed and maintained strong relationships with key clients, ensuring long-term business partnerships.
- Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
- Conducted regular performance reviews of team members, identifying opportunities for growth and development.
Group Manager
Centum Learning Ltd
01.2009 - 01.2016
- Coordinated migration of processes to new OSCC partners, ensuring a seamless transition.
- Played a pivotal role as a key member of the Airtel Initiated Project at OSCC, leading to a significant enhancement in performance within the 0-30 days batches with less than 5% attrition.
- Led the Collections and Retentions Team, resulting in a substantial increase of 20% in revenue generation and 35% in customer retention
- Successfully spearheaded the launch of the first Own retail store in Hyderabad, followed by the Induction of numerous stores across Pan India, expanding the company's retail footprint and enhancing brand visibility
- Successfully spearheaded the Enterprise Solution division Training Team and demonstrated exceptional strategic planning and execution skills
- Recognition for contributing to the OSCC partner's achievement of top-ranking Customer Satisfaction scores (C-SAT) for three consecutive quarters & attaining the highest Training Throughput of 95% for the two consecutive quarters of 2010.
Assistant Manager
Caretel InfoTech Ltd
01.2008 - 01.2009
- Successfully managed the transition of the Reliance Telecommunication OSCC Process from Chennai to Hyderabad
- Led the Training and Operations OSCC teams for Reliance Communications, overseeing Prepaid, Postpaid, and DTH processes
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Implemented training programs, enhancing product knowledge and improving customer service skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Team Leader
Hinduja Global Solution
01.2006 - 01.2007
- Successfully managed and led a team for the Airtel Postpaid Process
- Ensured compliance to SLA target of 85% are regularly met along with other KPIs'.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Awarded "The Best Team Leader" for exceptional leadership qualities,successful initiatives, and consistent target achievement
Recognized for establishing a dedicated desk to handle escalations effectively.
Sales Officer
EMEA, Dell International Services, DIS
01.2003 - 12.2005
- Worked within the EMEA process (Europe, Middle East, and Africa), specifically focusing on the Homes Sales Line of
- Business in the United Kingdom
- Part of a high-performing team that exceeded targets by 150% and held the top position for two consecutive quarters in the Dell Ireland and Dell India
- Recognized with a Service Excellence Award for consistently meeting targets
- Recognized for contributions to the Top Team by over achieving the target consistently.
Education
Bachelor Of Commerce - Accountancy
Osmania University
2000
PresentAudience Segmentation | Basic -
CleverTap University
2023
PresentBehavioral Analyst -
CleverTap University
2023
PresentCustomer Lifecycle Journey Management (CleverTap Journey -
CleverTap University
2023
PresentMobile Engagement -
CleverTap University
2023
PresentCleverTap Foundation Certification -
CleverTap University
2022
Skills
- Data and Product Insight
- Revenue Generation
- Customer Engagement
- Content Management
- Customer Segmentation
- Customer Journey
- Key Account Management
- Retention Management
- Onboarding Management
- Customer Acquisition
- Customer Support
- Leadership and Management
EDUCATION
Master of Commerce Sam Higginbottom University (SHUATS) Jun-2003 till Mar-2005
Bachelor of Commerce Osmania University Jun-1997 till Mar-2000
Timeline
Senior Customer Service Manager
Yupp Video Services Pvt. Ltd
11.2016 - Current
Group Manager
Centum Learning Ltd
01.2009 - 01.2016
Assistant Manager
Caretel InfoTech Ltd
01.2008 - 01.2009
Team Leader
Hinduja Global Solution
01.2006 - 01.2007
Sales Officer
EMEA, Dell International Services, DIS
01.2003 - 12.2005
Bachelor Of Commerce - Accountancy
Osmania University
PresentAudience Segmentation | Basic -
CleverTap University
PresentBehavioral Analyst -
CleverTap University
PresentCustomer Lifecycle Journey Management (CleverTap Journey -
CleverTap University
PresentMobile Engagement -
CleverTap University
PresentCleverTap Foundation Certification -
CleverTap University
Similar Profiles
Abhilash Reddy SalkutiAbhilash Reddy Salkuti
Technical Support Engineer at Yupp Video Services (formerly known as Apalya Technol- ogies), Hyderabad (Aug 2019- Present)Technical Support Engineer at Yupp Video Services (formerly known as Apalya Technol- ogies), Hyderabad (Aug 2019- Present)
ANTHIAH MAXIMUS ANTHIAH MAXIMUS null
CONTENT MANAGEMENT & SUPPORT ENGINEER at YUPP TV INDIA PVT LTDCONTENT MANAGEMENT & SUPPORT ENGINEER at YUPP TV INDIA PVT LTD
LAKSHMI GANESH RGLAKSHMI GANESH RG
Assistant Manager at SGS DIGITAL VIDEO SYSTEMS PVT LTDAssistant Manager at SGS DIGITAL VIDEO SYSTEMS PVT LTD