Kapil Kumar Ruhela

• Leading customer relationship management for marquee banking clients including HDFC Bank, DCB, Deutsche Bank, Equitas, and DLB, overseeing operations across 5,000 ATMs nationwide.
• Established a complete offshore ATM procurement, deployment, and management ecosystem by collaborating closely with vendors, OEMs, service partners, and cross‑functional internal teams.
• Successfully executed ATM sourcing and legal contracting for HDFC Bank and Axis Bank, ensuring compliance, commercial alignment, and smooth operational onboarding.
• Maintained strict customer billing cycle discipline (45–60 days), contributing to improved cashflow and earning recognition from senior management.
• Consistently generated annual revenues of ₹4–5 crores, offering value‑driven tech and non‑tech solutions with healthy margins of 20–25%.
• Led multi‑disciplinary teams across operations, technology, field services, and service partners to drive operational efficiency, uptime enhancement, and superior service delivery.
• Designed and executed strategic initiatives that enhanced customer experience, improved SLA performance, and strengthened long‑term client engagement.
• Drove critical projects end‑to‑end, ensuring timely service delivery, regulatory compliance, and alignment with client expectations.
• Collaborated closely with CXOs, business leaders, and key stakeholders to align service delivery with high‑margin revenue goals and long‑term business strategy.
• Ensured full regulatory and compliance alignment in managing banking operations, documentation, service fulfilment, and vendor governance.

Service Delivery & Customer Experience Leadership

• Maintained high‑level customer service excellence for corporate banking ATM channels at a national scale, ensuring consistent uptime, swift issue resolution, and strong client satisfaction.
• Coordinated closely with regional and local leadership teams to ensure strict adherence to contractual Service Level Agreements (SLAs) across all operational touchpoints.
• Defined, standardized, and enforced key operational processes, acting as the driving force behind SLA compliance and continuous service improvement.
• Conducted structured, periodic customer meetings, proactively addressing concerns, presenting performance insights, and reinforcing strong, trust‑based relationships.
• Collaborated with SLA governance teams for seamless coordination of daily incident reports, dashboards, and monthly performance scorecards.
• Performed periodic vendor evaluations, ensuring alignment with operational standards, corrective actions, and consistent delivery performance.
• Handled complex and high‑severity customer escalations, driving root‑cause analysis and restoring service swiftly to protect uptime and customer satisfaction.
• Trained and mentored teams on escalation management and customer communication, strengthening organizational capability to handle high‑pressure operational environments.

Remote Support Specialist – NCR Corporation

(Technical Support | Training | Service Analytics)

• Provided pan-India technical support for NCR ATMs, assisting customers, field engineers, and internal teams with complex technical issues across self-service banking products.
• Delivered technical training on NCR self‑serve products to field teams and associated support groups, strengthening organizational capability and reducing repeat failures.
• Resolved customer inquiries through strong communication, analytical thinking, and structured problem‑solving, ensuring minimal downtime and enhanced service quality.
• Analyzed field service data to identify recurring trends, recommended process improvements, and supported preventive maintenance strategies.
• Maintained deep expertise on NCR’s full product portfolio to provide accurate troubleshooting and technical guidance to engineers and customers.
• Facilitated root‑cause analysis for customer complaints, tracked resolution steps, documented corrective actions, and ensured closure within SLAs.
• Managed customer interactions with a strong focus on timely resolution, service transparency, and high satisfaction levels.
• Stayed continuously updated on product enhancements, service policies, and industry regulations, ensuring compliance and high‑quality service delivery.

Customer Support Engineer – NCR Corporation (Bangalore, Goa & Pune)

(ATM & MICR Operations | Field Engineering | Technical Support | Installations)

• Served as a Customer Support Engineer for NCR WCS India, managing installations, maintenance, and technical support across multiple regions including Bangalore, Goa, and Pune.
• Handled a portfolio of 105 ATMs, ensuring smooth installation, configuration, preventive maintenance, and timely repairs across high‑volume banking sites.
• Oversaw operations at the SBI MICR Centre in Goa, supporting daily processing of 15,000 documents, ensuring accuracy, uptime, and uninterrupted service.
• Played a key role in Itran 9810 installations and maintenance, supporting nationwide NCR document processing systems.
• Contributed to TIS implementation, working closely with TIS coordinators for ATM installations, testing, and go‑live readiness in Goa.
• Provided comprehensive hardware and software technical support, including emergency repairs, component replacement, and system rebuild assistance.
• Delivered customer support through phone, email, onsite visits, and remote access tools, ensuring timely issue resolution and high service satisfaction.
• Conducted deep‑dive troubleshooting, diagnostics, and network connectivity resolution, preventing future failures through proactive interventions.
• Trained customers and end‑users on NCR hardware/software applications, promoting optimal usage and reducing repeat incidents.
• Maintained accurate technical documentation including service logs, installation records, and corrective action reports.
• Supported remote teams and field engineers with technical guidance, maintaining resource manuals, tools, and knowledge bases.
• Repaired, maintained, and upgraded customer systems to ensure maximum performance and uptime across all supported sites.
• Delivered high‑standards of professionalism and customer care, consistently upholding NCR’s service commitments.
• Led training sessions for new customer support engineers, strengthening team capability and operational readiness.
• Ensured effective communication, coordination, and relationship‑building with internal teams, field staff, and management across regions.
• Maintained accurate records of all technical communications, troubleshooting activities, escalations, and remediation efforts.

Technical Associate – Kernex Microsystems (Konkan Railways ACD Project)

(Field Engineering | ATS Systems | Project Support | Technical Operations)

• Worked as a Technical Associate on the prestigious Konkan Railways Anti‑Collision Device (ACD) project, supporting deployment across Western & Southern Railways.
• Performed field surveys, on‑ground assessments, and testing of ATS (Automatic Train Supervision) and ACD systems to ensure accurate implementation in challenging railway environments.
• Provided technical support for hardware and software components, ensuring stable functioning of safety‑critical railway systems.
• Developed and maintained comprehensive technical documentation, including process notes, testing procedures, and implementation specifications.
• Analyzed system performance to identify operational bottlenecks, recommending corrective actions to improve reliability and efficiency.
• Assisted in implementing software updates, patches, and system enhancements, coordinating with engineering teams to ensure seamless rollout.
• Supported the project management team through consistent communication, status reporting, and coordination with cross‑functional stakeholders.
• Monitored system performance metrics, conducted regular diagnostic checks, and ensured systems met project delivery and safety standards.
• Coordinated with vendors for procurement, servicing, and component availability, ensuring uninterrupted project progress.
• Escalated complex technical issues to senior engineering staff, ensuring timely root‑cause analysis and effective resolution.
• Ensured operational continuity by conducting ongoing system monitoring and preventive maintenance activities across assigned locations.