Kumud Kundan

Results driven management professional leading expertise in client-facing and people manager roles. Carrying wealth of experience in team leadership and optimizing processes. Leading high performance service team and managing end-to-end global service delivery and operations for corporate enterprise customers. Proven track record in optimizing team performance and driving business growth. Skilled in strategic planning, project management, and fostering collaborative environments. Known for adaptability and delivering consistent results in dynamic settings. Strong focus on leadership, problem-solving, and effective communication. Ensuring contractual compliance, meeting SLAs, driving service quality and fostering excellent client relationships. I am skilled in order management, incident management, vendor management, contract management and renewals, strategic thinking, planning, continuous improvement with optimized cost and resources. Always trust on making positive rapport, hold excellent story telling ability to inspire and co-ordinate. I am a smart working professional with expertise in Global operational strategy and organizational excellence, innovations and value creation, inventory management, change management, KPI tracking, CSAT optimization, leadership, critical thinking, focused on escalation prevention and solutions, problem solving, stakeholder's relations, improving human resource efficiency, billing reviews, implementing cost saving strategies, process improvements to ensure compliance and customer contract adherence, leading projects from planning to implementation, identifying inefficiencies and developed solutions, leading ServiceNow Integration projects. Passionate about product and process improvements towards operational efficiency. Leading team towards 100% efficiency.

• Lead multiple ServiceNow Integration and testing projects.
• Achieved SLA and Quality compliance above 99%.
• Build and lead multiple partnership projects to improve product and process efficiency.
• Built multiple reports and trackers, added values and improved on efficiencies.
• Best performer team for Q3 2024, 1st runner up in Q1 2025.
• Superheroes award for exceeding expectations - 1
• Star of the quarter award - 4
• Best Performer of the year award - 2
• Partnering with cross-functional managers and upper-level (executive) management to identify and capitalize on service trends and brand initiatives.
• Accelerating new projects, complex business challenges, making high stake decisions using experience-based judgement, deriving solutions, managing all aspects of project lifecycle management and driving towards customer success and smooth operations.
• Risk mitigation: Reviewing ongoing project status and identifying possible project risks. Recommending and implementing risk mitigation solution and minimizing project disruptions and delays.
• Providing leadership support to 4 other managers, a kind of initiative and promoting the best practices. An indirect oversight of more than 80 employees.
• Weekly audit completion reviews for quality maintenance and improving efficiency.
• Supply Chain Management for deliverables.
• Mentoring employees to foster proper completion of assigned duties.
• Driving cross training programs creates a positive working environment.
• Driving a balance between employee centered and production centered dimension.
• Keeping the team updated with process standards and real time documentation.
• Regular performance review and guidance. Co-ordinate with the training and development team if any further training is required.
• Managing underperformers by understanding the challenges, nurturing them through performance improvement plans and other motivational factors.
• Establishing and maintaining a culture of open feedback, collaboration, encouragement, recognition and maintaining high standard delivery.
• Co-ordinating with the HR department and leading Human Resource Lifecycle.
• Coaching team members with customer service techniques, providing feedback and encouragement towards reaching daily productivity and to be aligned with organizational success.
• Regular reporting and leading on takeaways.
• Hands on experience of having 1-1 personal meet, understanding Human Psychology, storytelling, motivating and driving nonproductive people to be in the Top Performers list. The success rate in this challenge is more than 85%.
• Monthly 1:1 with the team, impactful discussions and improvement review if required.

• Father's Name: Sri. Ajay Kumar
• Mother's Name: Late. Abha Kumari
• Gender: Male
• Marital Status: Married