Karneeswaran Kumaresh
Sr Manager - Customer & Service Support
Coimbatore
Summary
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.
Overview
18
18
years of professional experience
2004
2004
years of post-secondary education
6
6
Certifications
5
5
Languages
Work History
Sr Manager - Customer & Service Support
Messer Cutting Systems India Ltd
04.2023 - Current
- Implemented Pre Sales CRM for Order Management and improved overall Efficiency in Order Placement, Order Confirmation, Order Processing, Order Fulfillment and Order Accomplishments which includes shipping and post delivery end to end support.
- Developed and implemented customer feedback system, resulting in a 27% increase in customer retention and a 13% increase in upsell opportunities.
- Collaborated with cross-functional teams to develop and implement a proactive customer service strategy, resulting in a 15% increase in customer loyalty and repeat business.
- Streamlined and automated & seamless customer service processes SOPs, RACI & FMEA resulting in a 23% reduction in operational costs and increased scalability.
- Improved FCR from 69% to 78.2% in 12 months by enhancing training agents, smart allocation w.r.t skill, rel-time feedback mechanism, advanced knowledge base documents, real-time chat with CFT, intelligent IVRs etc.
- Led a team in managing a high volume of customer inquiries, achieving a 90% customer satisfaction rating and exceeding departmental goals by 15%.
- Conducted regular performance evaluations and provided coaching and training to team members, resulting in a 10% improvement in overall team productivity.
- Created and implemented customer service policies and in depth SOP and process maps, resulting in a 40% improvement in response time and a 22% decrease in customer escalations.
- Implemented new customer service training program, leading to a 30% improvement in the quality of interactions and a 25% reduction in customer complaints.
Zonal Manager - South
Kirloskar Oil Engines Ltd
05.2019 - 04.2021
- Proved as a successful Manager with effective team building during Pandemic - COVID period with 0 Attrition.
- Managed a team of 80 customer service representatives to ensure prompt and effective resolution of customer inquiries, managing GANTT Chart and prioritization.
- Created SOP for retrofit management with CFT team for more than 7 years ran customer machines identification, negotiation, preliminary visits, recommendation, conversion and execution which has helped in achieving 2.5Crs business with 12 successful projects in 8 Months with recurrence business in AMC and PM.
- Introduced daily dashboard for Complaints, Satisfaction, Escalation, SLA target vs actual, pain areas with system driven review mechanism.
- Improved manpower utilization and reduced occupancy level to 68% resulting in spending 10 days a month for courtesy visit and training programs.
- Warranty cost from 0.47 to 0.34% against overall Sales value.
- Established Defective Return Management, repair and converting as revenue.
- Daily collaborating with inter departments in resolving factory related customer complaints and CFT member for 8D analysis and ECN implementation.
- Implemented Sales Force CRM with 17 process automated modules with inbuilt BI, TIA, CS etc and improved Service Efficiency.
- Implemented Automized Customer Survey tool with dynamic admin occupations, BI, inbuilt RACI with CA to convert Detractors to promoters.
- Improved effective tool mechanism within CRM and Essential spares utilization dashboards.
Regional Service Manager
Microtek Ltd
02.2017 - 04.2019
- Imparted training to employees on proper procedures and strategies to improve productivity.
- Slashed Overhead cost by 29% by reducing Inventory value and Introduced BPR System in all Branches based on the consumption.
- Initiated per call revenue and improved service revenue almost 36% in 1 year.
- Conferred as Best Manager 5 times, best Branch / state in Service quality 6 times.
- Worked across South India in supporting on customer complaints, Stock audit, manpower recruitment and training.
- Achieved 73% NPS in TN gained good rapport by handling and resolving the issues timely for all Sales & Service Dealers.
- Achieved highest TAT of 86% in Resolution and 67% in Response time.
- Achieved highest service revenue.
- Reduced repeat visits and warranty calls from 27% to 22.7% against total call volume.
Branch Service Manager (TN and Karnataka)
Luminous
10.2015 - 03.2017
Sr Service Incharge
Tata Sky Ltd
07.2011 - 09.2015
Sr Service Engineer (Head Office)
AMCO Batteries Ltd
06.2007 - 06.2011
Service Advisor
Honda
04.2007 - 05.2007
R&D Testing
Ford India Ltd
04.2007 - 05.2007
Education
Science, 12th Standard -
King's Matriculation Hr Sec School
Chennai, Tamil Nadu10th - undefined
King's Matriculation Hr Sec School
Chennai, Tamil NaduBachelor of Engineering / Bachelor of Technology - Automobile Engineering
Anna University
Chennai, Tamil NaduPost Graduate Diploma in Management (PGDM) - Operations Management
Symbiosis University
Pune, MaharashtraSkills
Order Management
Certification
Agile Management, 2024
Awards
- 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
Disclaimer
I, Karneeswaran Kumaresh, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Personal Information
- Passport Number: T4574965
- Father's Name: Mr. Kumaresh
- Date of Birth: 01/12/85
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Accomplishments
- Collaborated with team of 7 in the development of Sales Force CRM Software.
- Resolved product issue through consumer testing.
- Documented and resolved Customer complaints which led to repeat orders and increase in sales.
- Achieved 23% retention by completing Customer Survey task with accuracy and efficiency.
- Achieved ROI by introducing Sales Force CRM for 16 Modules.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sr Manager - Customer & Service Support
Messer Cutting Systems India Ltd
04.2023 - Current
Zonal Manager - South
Kirloskar Oil Engines Ltd
05.2019 - 04.2021
Regional Service Manager
Microtek Ltd
02.2017 - 04.2019
Branch Service Manager (TN and Karnataka)
Luminous
10.2015 - 03.2017
Sr Service Incharge
Tata Sky Ltd
07.2011 - 09.2015
Sr Service Engineer (Head Office)
AMCO Batteries Ltd
06.2007 - 06.2011
Service Advisor
Honda
04.2007 - 05.2007
R&D Testing
Ford India Ltd
04.2007 - 05.2007
10th - undefined
King's Matriculation Hr Sec School
Bachelor of Engineering / Bachelor of Technology - Automobile Engineering
Anna University
Post Graduate Diploma in Management (PGDM) - Operations Management
Symbiosis University
Science, 12th Standard -
King's Matriculation Hr Sec School
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