Summary
Overview
Work History
Education
Skills
Websites
Additionalprojects
Timeline
Generic
Kumar Shaktik

Kumar Shaktik

Customer Relationship Manager
Bangalore

Summary

Dynamic Customer Service and Key Accounts Manager with 10+ years of experience in B2B and B2C environments, specializing in customer engagement, operational excellence and team leadership. Proven ability to exceed customer expectations through strategies and optimized workflows, recognized for navigating complexity and driving customer success. Skilled in leveraging various CRM tools to drive high CSAT scores and cultivate strong customer relationships. Implemented various data-driven decision-making and process improvement initiatives, enhancing operational efficiency. A proactive team builder adept at leading high-performing customer service teams and a trusted client advisor, dedicated to nurturing enduring relationships that foster ongoing trust and support.

Overview

11
11
years of professional experience

Work History

CLOUD AND INFRA OPERATIONS MANAGER

LTIMINDTREE
2 2024 - Current
  • Operational Oversight: Achieved high customer satisfaction (CSAT) scores, maintaining a score of 4.86/5 by driving targeted customer engagement and process optimization across multiple client support teams.
  • Team Leadership: Provides strategic guidance and oversight for upskilling and training initiatives. Mentors team members to enhance service capabilities and drives continuous performance improvement.
  • Customer Relationship Management: Maintains positive customer relationships through a customer-centric approach, resulting in a 15-20% increase in customer retention and loyalty within the Microsoft SQL CSS project across the EMEA region.
  • Resolution Management: Achieved resolution of escalated cases within a 24-48-hour TAT, resulting in a 45% success rate in meeting client expectations and maintaining service continuity thus boosting client satisfaction and retention.
  • Team: 21 direct & 23 indirect reports

BUSINESS OPERATIONS CONSULTANT

S.E.E.D PVT. LTD.
11.2022 - 12.2023
  • Project Management: Steered end-to-end project management initiatives, ensuring successful delivery and achieving 95% client satisfaction through meticulous planning and execution.
  • Client Relationship: Acted as a key ambassador at industry events and professional associations, fostering strong client relationships that contributed to a 40% increase in business growth and new opportunities.
  • SOPs and Reporting Implementation: Launched comprehensive standard operating procedures reports and that streamlined business development initiatives and improved client communication efficiency.
  • Sales Contract Negotiation: Led negotiations and managed sales contracts, facilitating timely project delivery and contributing to increase in successful deal closures.
  • Team: 10 direct

TEAM LEAD, CUSTOMER SERVICE

CREDITSPRING
08.2022 - 10.2022
  • Operations Management: Led customer support services across email and voice channels, ensuring high-quality service delivery and customer satisfaction while creating and maintaining self-help articles that reduced support ticket volume.
  • Project Coordination: Coordinated cross-functional projects on pricing models, met deadlines and maintained SLAs through detailed reporting and proactive process improvement initiatives.
  • Process Improvement: Identified process gaps and initiated corrective actions, enhancing operational efficiency and overall customer experience through targeted improvements.
  • Team: 4 direct

ASSISTANT MANAGER - CUSTOMER OPERATIONS SUCCESS

INSTAMOJO TECHN.
12.2016 - 6 2022
  • Operations Management: Hired, trained and created a strong customer service POD, across multiple support channels.
  • Process Optimization: Crafted internal documentation for support processes, creating a valuable resource for team members and new hires, enhancing operational efficiency and reducing reliance on individual knowledge. ⎯
  • Single-handedly developed and implemented quality measurement tools using MS Excel to analyse customer service interactions (voice, email, and chat), leading to a 25% increase in customer satisfaction scores and enabling the team to achieve 90% CSAT scores within a quarter.
  • Key Account Management: Oversaw end-to-end requirements for key accounts, ensuring consistent revenue generation and fostering customer loyalty through strong relationships with account executives and decision-maker
  • Stakeholder Collaboration: Fostered partnerships with stakeholders and vendors to create customized solutions that improved customer success. Served as the primary liaison between Zendesk and internal teams, managing vendor relationships and license acquisitions within budget to optimize customer service tools.
  • Customer Engagement: Executed targeted Service Recovery programs, improving customer satisfaction by raising NPS scores by 10 points through proactive engagement with NPS detractors and DSATs.
  • Led the 'Customer Engagement Program' by organising events for top B2B clients, facilitating direct interactions with product teams, which strengthened client relationships and contributed to a successful loyalty programme.
  • Spearheaded the in-house MOJO Olympics, enhancing employee engagement through entertaining activities.
  • Team Leadership: Fostered a collaborative team culture through open communication practices. Conducted one-on-one discussions and team huddles to address grievances and promote knowledge sharing, effectively reducing internal conflicts.
  • Team: 3 direct and 20 indirect

CUSTOMER RELATIONSHIP MANAGER

SUPERTEXT PVT. LTD.
07.2015 - 04.2016
  • Operations Management: Partnered with logistics providers to enhance delivery capacity, boosting order fulfillment and customer satisfaction. Optimized and managed logistics operations, boosting delivery efficiency by 20%.
  • Led the launch of the company’s inaugural ‘WhatsApp-based’ grocery ordering service, transforming customer interactions and positioning the company as a market leader in innovative delivery solutions.
  • Vendor Management: Expanded the vendor pool by partnering with 30% more local stores, optimising delivery radius.
  • Customer Engagement: Established a robust customer support framework. Designed and implemented live chat support, improving real-time assistance and reducing response times. Created customer feedback forms using SurveyMonkey and Google Forms, achieving a response rate exceeding 30% and fostering enhanced customer loyalty.
  • Team: 6 direct

JUNIOR TECHNICAL ENGINEER

NEILSOFT PVT. LTD.
03.2014 - 06.2015
  • Holistically managed client accounts by resolving product issues, oversaw billing and handling contract renewals, resulting in high customer retention and achieving sales goals
  • Negotiated contract terms to align with both client and company needs, consistently exceeding sales targets.

Education

Salesforce Certified Administrator (SCA) -

Salesforce

Post Graduate Diploma in Operations Management - undefined

NMIMS, Bangalore, India

Bachelor of Engineering in Mechanical Engineering - undefined

VTU, Bangalore, India

Skills

Customer Relationship Management (CRM)

Operations Management

Planning and Implementation

Client Relations

Project Management

Problem-Solving

Customer Service

Document Control

Websites

Additionalprojects

Salesforce Lightning recruitment app, HR firm, 2023, Developed a Salesforce Lightning recruitment app for an HR firm in 2023, automating candidate management processes including screening, interview scheduling, and offer management, significantly enhancing recruitment efficiency.

Timeline

BUSINESS OPERATIONS CONSULTANT

S.E.E.D PVT. LTD.
11.2022 - 12.2023

TEAM LEAD, CUSTOMER SERVICE

CREDITSPRING
08.2022 - 10.2022

ASSISTANT MANAGER - CUSTOMER OPERATIONS SUCCESS

INSTAMOJO TECHN.
12.2016 - 6 2022

CUSTOMER RELATIONSHIP MANAGER

SUPERTEXT PVT. LTD.
07.2015 - 04.2016

JUNIOR TECHNICAL ENGINEER

NEILSOFT PVT. LTD.
03.2014 - 06.2015

CLOUD AND INFRA OPERATIONS MANAGER

LTIMINDTREE
2 2024 - Current

Salesforce Certified Administrator (SCA) -

Salesforce

Post Graduate Diploma in Operations Management - undefined

NMIMS, Bangalore, India

Bachelor of Engineering in Mechanical Engineering - undefined

VTU, Bangalore, India

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