Kunal Singh
Customer Success | Business Excellence | Fintech | BPO | Finance
New Delhi
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
8
8
years of post-secondary education
Work History
Customer Success Manager
Go2 LLC USA
Remote
11.2021 - 11.2022
- Acted as a single point of contact for Clients, Teammates, and other stakeholders.
- Evaluated customer problems, implemented resolutions, and followed up with clients to manage additional problems and maintain satisfaction.
- Hosted weekly status calls and monthly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Outlined various KPIs and KRAs for SMBs to measure their success and of their Teammates.
- Used Radical Candor, 4A Feedback, and Lean Methodologies to support and coach clients and their teammates
- Collaborated with Technical, Development, Renewal, and Risk teams to bring in the best solutions for our customers keeping SLAs as the top priority.
- Set outcome-oriented actionable goals for the clients and their team to help them become a highly engaged team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used various tools such as Microsoft Suite, Slack, Salesforce, Hubspot, Zendesk, Airtable, Zoom, and Google Meet to support clients and teammates.
Collections Manager
Cetustech Solutions Pvt Ltd
Gurgaon
03.2020 - 05.2021
- Managed a span of 150+FTE and 8 Assistant Managers across Kenya, Egypt, Singapore, and India
- The managed customer life cycle of B2B and B2C segments
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving a targeted recovery rate of 85%
- Started a contact center in Kenya and scaled it to 70 FTE.
- Controlled portfolio in terms of bucket flows and NPA's ranging from 0 to 180 days
- Monitoring performance against set parameters and daily review of Team Managers and Monthly review of Collection officers
- Constant evaluation of collection officers/ team managers
Operations Team Leader
Teleperformance
Gurgaon
07.2018 - 03.2020
- Managed Etisalat UAE Telecom Customer Service, E-Mail, and Chat line of businesses for APAC Customers with a team size of 40 FTE’s
- Improved CSAT scores to 88% and retained customers ready to port out
- Managed high workload with a consistent record of achieving SLA’s and operational KPIs through daily client interactions
- Re-Calibrated Training, Quality, and Hiring to met operational targets and to ensure client satisfaction
Operations Team Leader
Aegis Global
Gurgaon
05.2009 - 06.2018
- Managed Credit Card and Personal Loan services for Citibank Australia
- Trained, mentored, and directed the team of 20 collection advisors
- Got certified in FDCPA and DCTPA collections guidelines
- Maintained Shrinkage at 6% and Attrition at 7%
- Managed CRM database, including troubleshooting, maintenance, updates, and report generation
- Improved CSAT scores through the application of superior conflict resolution and critical thinking skills
Education
Bachelor of Science - Chemistry
Magadh University Bodh Gaya
Bodh Gaya 01.2005 - 01.2008
Diploma - Computer Science
Institute of Engineering And Technology
Guwahati 01.2002 - 01.2005
High School Diploma -
Kendriya Vidyalaya
Itanagar 01.2000 - 01.2002
Skills
Business Development
Retention and Revenue Growth
Written and Verbal Communication
Customer Service
Stakeholder Management
Client and Customer Advocacy
Coaching and mentoring
Team Building
Microsoft Office Suite
Google Suite
Additional Information
- Mentored 11 associates to get selected for IJP's in Operations, Quality, and Training domain. Received "Best Team Leader" Award in 2019 at Teleperformance Received "Best Team Leader" Award in 2017 and 2018 at Aegis Received "Best Collector Asia Pacific" Award in 2014 by Citibank AU
Timeline
Customer Success Manager
Go2 LLC USA
11.2021 - 11.2022
Collections Manager
Cetustech Solutions Pvt Ltd
03.2020 - 05.2021
Operations Team Leader
Teleperformance
07.2018 - 03.2020
Operations Team Leader
Aegis Global
05.2009 - 06.2018
Bachelor of Science - Chemistry
Magadh University Bodh Gaya
01.2005 - 01.2008
Diploma - Computer Science
Institute of Engineering And Technology
01.2002 - 01.2005
High School Diploma -
Kendriya Vidyalaya
01.2000 - 01.2002