Mayank Kumar

Results-driven team manager with extensive experience in team leadership and process optimization. Proven ability to enhance productivity through effective training and mentoring. Recognized for implementing strategies that improve operational efficiency and foster collaboration. Strong communicator with a focus on achieving team objectives and resolving interpersonal conflicts.

• Served as Workflow Point of Contact (POC), managing end-to-end schedule changes for North America and UK employees, including shifts, weekly offs, and break modifications.
• Tracked and monitored mandatory trainings across multiple skills; proactively sent reminders to ensure timely completion and compliance.
• Prepared and delivered detailed productivity reports at the skill level, including metrics such as missed, handled, parked, and transferred contacts.
• Conducted enablement sessions for Interim Leads, setting clear role expectations and reinforcing core leadership ethics, standards, and best practices.
• Owned and managed concession SIMs for UK and NA regions, ensuring accuracy and timely updates.
• Prepared and shared daily shrinkage reports at the skill level during Peak 2025, supporting real-time workforce decision-making.
• Initiated and led a customer-impact project to resolve orders stuck due to technical limitations where cancellation or processing options were unavailable.
• Contributed to a frontline quality improvement project, reducing incorrect customer contact transfers from 15% to 8% through root-cause analysis and corrective actions.
• Audited customer contacts (transferred and resolved) to ensure policy adherence and service quality; provided structured feedback and issued warnings based on issue severity.