Karan Kumar
Bangalore
Summary
Experienced in operations and dedicated to delivering exceptional results, I'm a solid team player known for a positive demeanor and the ability to establish strong rapport with leadership. My motivation lies in maintaining customer satisfaction and contributing to the overall success of the company. With a specialization in quality, speed, and process optimization, I'm able to effectively streamline operations. I'm known for an articulate and energetic approach and I'm result-oriented with a genuine passion for developing relationships, cultivating partnerships, and driving business growth along with working on new projects along with doing RCA's, which can help business with a lot of decision making.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Manager Customer Care Retail Operations
JC Penney Service India Pvt Ltd
11.2022 - Current
- Managing a team of 35+ chat associates responsible for handling customer inquiries, achieving an average CSAT score of 95%
- Implemented staffing strategies that reduced response time by 30%, exceeding SLA targets consistently
- Led initiatives to improve quality metrics, resulting in a 20% decrease in customer escalations
- Conducted regular one-on-one meetings and business reviews with team members to provide coaching and feedback, leading to a 45% increase in associates productivity
- Collaborated with US partners to launch new projects and initiatives, ensuring seamless integration and achieving business growth objectives
- Conducted regular one-on-one sessions and career development discussions with associates to align their goals with JC Penney's CDP objectives
- Data Driven Analysis -A methodology to drive correlation between different metrics and identify the root cause of the issue
- Analyze historical chat volume data to understand peak hours, daily trends, and seasonal variations
- Use forecasting techniques (such as moving averages or regression analysis) to predict future chat volumes accurately
- Factor in shrinkage (e.g., breaks, meetings, training) and adherence rates to determine the number of agents needed during different hours of operation
- Analyze additional operational metrics, such as average handling time per chat, to further refine staffing requirements
- Monitor real-time metrics to make on-the-fly adjustments to staffing levels as needed
- Implement cross-training programs to enhance flexibility and responsiveness within the team
- Coordinate with IT and HR departments to ensure technology and staffing resources are aligned with operational needs
- Foster collaboration with training and quality assurance teams to continuously improve agent performance
Customer Service Lead
Better.com
10.2021 - 06.2022
- Managing the entire Sales Team, handling the pre-approval of the loan process for the company and provide best in class support to consumers in USA
- Involved with marketing team to launch new campaigns for the team, to get maximum request for the loan application
- Performance Management - Driving Goals achievement, conducting reviews with the teams
- Data Driven Analysis -A methodology to drive correlation between different metrics and identify the root cause of the issue
- Managing & Presenting Weekly, Monthly & Quarterly Business Reviews
- Managing daily activities, including staffing, scheduling, and customer interactions
- Supervise operations team to ensure operational excellence and excellent customer services
- Determine staffing requirements, work assignment and schedules for new projects
Assistant Manager Operations
Urbanclap
06.2016 - 10.2021
- Managing the Customer Experience team handling Pre-Service complaints of customers using Urban Clap platform and drive fulfillment
- Outsourcing: Involved in setting up the complete customer service team in one of our Outsourcing Partner
- Contact Ratio reduction - Closely worked with the product team and used business insights to reduce the contact ratio for the complaints team from 6% to 3.0% in a span of 2 months through automation and business & further reducing
- Artificial Intelligence and Automation - Implemented Help Centre automation on the Urban Clap application across categories to improve user experience and timely resolution
- People Development - Worked closely with the team on projects for internal development of TL's & SME's to be better leaders
- Performance Management - Driving Goals achievement by Daily Drive and conducting reviews with In-house team and the outsourcing team
- Data Driven Analysis -A methodology to drive correlation between different metrics and identify the root cause of the issue
- Managing & Presenting Weekly, Monthly & Quarterly Business Reviews
- Managing daily activities, including staffing, scheduling, and customer interactions
- Supervise operations team to ensure operational excellence and excellent customer services
- Determine staffing requirements, work assignment and schedules for new projects
- Work hand-in-hand with top management staff concerning work/operational issues and other activities
Quality Analyst
HGS Ltd.
09.2014 - 05.2016
- Conducts internal audits for trend analysis to identify training opportunities while also performing detailed quality verification of performed work
- Responsible for leading, mentoring and directing the advisors to be able to provide end to end resolution adhering to the quality parameters
- Monitoring of all the team activities, test results, leaked defects, root cause analysis (RCA) and identifying areas of improvement
- Maintaining the important logs and documentation about the details of the tasks performed
- Analyzing QA performance weekly trends and providing performance reports while highlighting areas for development
- Developing the training and coaching plan and training new agents as part of the induction process
- Working with managers and team leaders to develop scorecards used to determine the effectiveness of an agent's performance
- Live Monitoring and immediate feedback sharing
- Worked on Monthly process improvement initiatives
- Auditing customer calls remotely and side barge with the agents
- Conduct calibration sessions with operations and training team
- Generating daily, weekly & monthly Quality Reports
Education
BSc - ITIM
Kuvempu University
KarnatakaSenior School Certificate Examination - undefined
Delhi (CBSE)
Hardware Networking (GNIM) - undefined
NIIT
Skills
- Customer service management
- Cost saving
- Employee performance evaluations
- Recruiting
- Interviewing
- Goal setting
- Performance management
- Relationship building
- Relationship management
- Strategic planning
- Leadership
- Multi-tasking
- Cross-functional team management
- Customer relationship management (CRM)
- Customer service
- Key performance indicators
- Decision-making
- Project planning
- Change management
- Time management
- Data analysis
- Project management
Certification
Cisco Certified Network Associate (CCNA)
Accomplishments
- Setup the entire Quality and Training team at JCpenney and UrbanCompany.
- Was awarded Quarterly award in Q4 2023 and Q4 2024 for outstanding achievement and performance.
- Was recognized in Store townhall which was led by Senior VP's, VP's & Directors and got All Star award for best associate of the team at JC Penney
- Introduced tagging call and chat in the company.
- Prepared complete training module for new joiners.
- Introduced OJT process.
- Worked with business developing teams to acquire new professionals for company.
- Conducted training for the newly joined employees.
- Was Awarded a Best Trainer in the year 2018.
- Participated in Industry Orientation Service – 1 course at NIIT.
- Participated in college and school level debate and essay competition and received applauds.
Languages
English
Hindi
Punjabi
Timeline
Manager Customer Care Retail Operations
JC Penney Service India Pvt Ltd
11.2022 - Current
Customer Service Lead
Better.com
10.2021 - 06.2022
Assistant Manager Operations
Urbanclap
06.2016 - 10.2021
Quality Analyst
HGS Ltd.
09.2014 - 05.2016
Senior School Certificate Examination - undefined
Delhi (CBSE)
Hardware Networking (GNIM) - undefined
NIIT
BSc - ITIM
Kuvempu University
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