Kush Kumar
Hyderabad
Summary
Dynamic manager with a proven track record at Canara Robeco Asset Management Ltd, excelling in team leadership and risk management. Skilled in process improvement and client relationship management, I enhance customer satisfaction and drive performance through strategic planning and effective mentoring. Committed to delivering results and fostering a collaborative work environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager
Canara Robeco Asset Management Ltd
Mumbai
11.2024 - Current
- Led a successful launch of a CRM system(Salesforce), which improved lead conversion rates by 18%.
- Collaborated with marketing team to create promotional materials for target customers.
- Resolved customer complaints regarding sales and service.
- Coached, developed and motivated team to achieve revenue goals.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Executed strategic sales plans to expand customer base and revenue.
- Managed vendor relationships by negotiating contracts, and ensuring timely delivery of services to our investors.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our investors.
Manager
KFin Technologies Limited
Hyderabad
07.2016 - 11.2024
- Supervised and mentored a team of 19 sales associates and secured an impressive investment of 2.8 Cr from various investors
- Oversaw VRM team operations at Sundaram Mutual Fund and CRMF.
- Handled 14 mutual funds in their day-to-day operations.
- Conducting a daily team huddle, covering metrics and process updates.
- Manage the performance and behaviour of 201 Customer Service Associates through effective 1:1 meetings, coaching, and mentorship.
- Assisting the team on escalation calls, ensuring that timely resolution is provided.
- Providing regular feedback on D-Sat's received.
- Delivering training sessions and refreshers on various topics.
- Manage schedules, monitor adherence, time-off planning, and attendance.
- Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.
- Conduct customer interaction audits, and provide coaching to improve performance.
- Maintain a positive and professional demeanor, always portraying the company in a positive light, and effectively managing sensitive issues.
- Developed strategic and tactical plans to identify, analyze, and effectively respond to clients’ needs, emerging trends, and best practices effectively and efficiently.
- Liaise with other departments, such as Unit Teams, as required to resolve customer issues and questions.
- Sending MIS reports to all the clients on a daily basis.
- Collaborated with financial advisors to provide advice on appropriate investments for clients.
Business Associate (Sales)
Vertex India Pvt. Ltd
Hyderabad
06.2015 - 07.2016
- Back up team leader for a team of 20 CCSs
- Ensuring Seat Utilization as per the SLAs
- Identify and analyses problems, plans tasks and solutions
- Provide guidance to team on performance
- Strong personal initiative
- Confident and assertive who is adaptable to changing environment
- Team Player and ability to work on own initiative
Education
12th -
Narayana Junior College
Hyderabad01.2011
B.Tech.(ME) -
JNTU
Hyderabad10th -
Kendriya Vidyalya
HyderabadSkills
- Team Management
- Regulatory compliance
- Contact Centre Operation
- Recruitment
- Onboarding
- Training
- Mentoring
- Process Setting
- Process Automation
- Query Management
- Client Relationship Management
- Data Review
- Statistical Analysis
- Strong Communication Skills
- Employee Engagement
- Reporting
- MIS
- Troubleshooting
- Team management
- Team leadership
- Data analysis
- Cross-functional team management
- Risk management
- Project management
- Performance evaluation
- Process improvement
- Vendor negotiation
- Strategic planning
- Operations management
- Business development
- Salesforce management
- Complex Problem-solving
Accomplishments
- CRM development for contact center operations
- Managed multiple projects related to CC successfully
- Awarded as Kfintech Idol twice for successfully managing the inbound and outbound processes
- Created automated MIS reports
- Successfully maintained the service levels at 99% and C-sat at 95% for 14 mutual funds
- Generated revenue of 2.8 crore for the Principal Emerging BlueChip NFO mutual fund
- Awarded the High Flyer Award for Q2 2022
Languages
- English
- Hindi
Training
- One Month Internship Training at Hydral Power Plant from BSHPC, Valmiki Nagar, Bihar
- Attended international conference on emerging trends in Mechanical engineering (ICEME-2014)
- Did one Month course of programming in ‘C’, data structure in ‘C’, hardware and networking
Personal Information
Date of Birth: 12/24/92
About - Summary
A confident, results-driven, and customer-focused team manager with over 8 years of experience in the finance industry, dedicatedly worked to support business solution software, analyze business operations, and supervise and train staff, along with planning and implementing strategies. Seeking a challenging and rewarding career in any applicable industry where I can contribute my knowledge and skills for the growth and development of the organization, and to be able to implement solutions that meet customer requirements
Certification
- Holds NISM certifications for 5-A and 2-B
- VAR Sigma-Lean Six Sigma certification
Timeline
Manager
Canara Robeco Asset Management Ltd
11.2024 - Current
Manager
KFin Technologies Limited
07.2016 - 11.2024
Business Associate (Sales)
Vertex India Pvt. Ltd
06.2015 - 07.2016
12th -
Narayana Junior College
B.Tech.(ME) -
JNTU
10th -
Kendriya Vidyalya