Kumud Upadhyay

Visionary leader and digital expert driving business growth, customer success, and CX excellence through innovative strategies, AI-powered solutions, and team leadership.

Leadership & Management

• Team Leadership: Successfully led 200+ team members, driving digital transformation, Customer success, and CX excellence.
• Cross-Functional Team Management: Managed 4 business verticals, restructuring service channels to drive revenue growth and achieving remarkable NPS score improvements.
• Transformed Customer Experience: Spearheaded digital transformation initiatives, achieving 50% SLA improvement, 50% cost reduction, and 70% STP in customer onboarding journey.
• Customer Success Strategy & Implementation: Devised and executed CX strategies, resulting in 52% NPS score for B2C-Retail, PCG, and Wealth customers.
• Operational Excellence: Successfully managed 4 business verticals, restructuring service channels to drive revenue growth and achieving remarkable NPS score improvements.
• Innovative Problem-Solving: Designed and deployed AI-powered Chat bot (MO Genie), reducing Contact Centre costs by 50% and elevating customer experience.

Key Achievements

Digital Transformation & Customer Experience

• 50% SLA Improvement: Spearheaded group-level CRM implementation, resulting in seamless work-from-anywhere experiences.
• 52% NPS Score: Achieved remarkable NPS score for B2C-Retail, PCG, and Wealth customers through effective CX strategies.
• 70% STP: Streamlined customer onboarding journey, integrating OCR and XML, and reducing manual intervention.

Cost Reduction & Efficiency

• 50% Cost Reduction: Designed and deployed AI-powered Chat BOT (MO Genie), reducing contact center costs and elevating customer experience.
• 30% Automation: Achieved 30% automation in email journey through implementation of EBOT.
• 68% Improvement: Reduced customer wait times by 68% through structural changes.

Transformational Leader & Customer Experience Expert

Leadership Experience

• Spearheaded 75-member service team, driving exceptional customer experience
• Successfully managed lead management partners for SBI Home Loans

Achievements

• Business Growth: Grew business from ₹10 Cr to ₹104 Cr
• Customer Experience: Improved NPS from -15 to +22 in 8 months
• Operational Excellence: Reduced abandoned calls, improved TAT, and decreased AHT
• Complaint Reduction: Decreased complaints by 50% at NSE

Key Highlights

• 940% revenue growth through strategic lead generation and partnerships
• 37-point increase in NPS, demonstrating significant customer satisfaction enhancements
• 95% reduction in abandoned calls, 76% improvement in TAT, and 55% decrease in AHT
• 50% decrease in complaints at NSE, showcasing improved customer satisfaction

Process Excellence & Cost Optimization

Achievements

• Streamlined Customer Service Processes: Designed and implemented processes from scratch, achieving exceptional results:
• Productivity: 104% overachievement
• TAT: 106% improvement
• Quality: 105% enhancement
• Cost Optimization: Analyzed Cost vs. Benefit ratio, resulting in significant expense reduction:
• Saved approximately ₹1 lakh per day
• Customer Complaint Reduction: Implemented effective strategies to reduce customer complaints:
• Decreased complaints from 1.25% to 0.08% of traded clients in just 8 months