Karneeswaran Kumaresh

Experienced customer service manager with a proven track record of successfully leading teams and driving customer satisfaction. Highly skilled in managing customer inquiries, resolving conflicts, and ensuring excellent service delivery.

• Service Excellence Award, Acknowledged for consistently providing exceptional service, exceeding customer expectations, and driving positive customer feedback., Kirloskar Oil Engines Ltd
• Customer Service Team of the Year, Led a highly successful customer service team, achieving the highest customer satisfaction ratings in the company and increasing overall customer retention., Tata Sky Ltd
• Team Player Award, Appreciated for collaborative efforts with cross-functional teams to address customer issues, maintaining a seamless customer experience across various departments., Amalgamations Ltd
• Best value kaizen for warranty cost reduction, Messer Cutting Systems India Ltd
• Best Manager award - Consecutive 3 times for Service Revenue - Luminous
• Best Manager award - Highest revenue - Kirloskar Oil Engines Ltd

• Passport Number: T4574965
• Father's Name: Mr. Kumaresh
• Date of Birth: 01/12/85
• Gender: Male
• Nationality: Indian
• Marital Status: Married

• Implemented Pre Sales & Post Sales CRM with Process Automations.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities
• Improved FTR from 69% to 78.2% in 12 months by enhancing training agents, smart allocation and Digital Service Strategies.
• Achieved 82% CSI through Implementing process automated tool
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeated business.
• Implemented and developed operational standards, policies and procedures meeting ISO Standards.
• Introduced daily dashboard for Complaints, Satisfaction, Escalation, SLA target vs actual though BI integration
• Reduced Warranty cost from 0.47 to 0.34% against overall Sales value through Continuous Improvement & Sig Sigma approach.
• Established Defective Return Management, repair and converting as revenue.
• Achieved 24% Customer retention by process automated retention & recapture process approach with accuracy and efficiency.
• Achieved 115% Spares revenue by introducing Life Cycle Management techniques for non-touched customers.
• Achieved 100% Vendor ROI by completing and integrating SWOT analysis with accuracy and efficiency.