Timeline
Work History
Overview
Education
Skills
Summary
Work Preference
Personal Projects
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Neeraj Kumar

Neeraj Kumar

Senior Manager-Customer Support
Gurugram,HR

Timeline

MBA - Supply Chain Management

NMIMS
01.2023 - 06.2024

Senior Manager- Product Support

Shipsy
02.2022 - Current

Product Support Manager

Udaan.com
11.2019 - 04.2021

Assistant Manager of Operations

Rivigo Services Private
02.2017 - 06.2019

Team Leader, Technical Assistance Center (TAC)

Vertex Customer Management India Private Limited
06.2014 - 02.2017

BBA -

Agra University
07.2011 - 06.2014

Work History

Senior Manager- Product Support

Shipsy
02.2022 - Current
  • Led a dynamic team of 18 Support Engineers across multiple regions, ensuring exceptional customer support and value delivery to high-profile clients.
  • Implemented a ticket portal for Reliance customers, replacing email communication for issue reporting. This
    initiative led to a 40% improvement in productivity by optimizing resource utilization.
  • Established proactive API uptime monitoring with Elasticsearch and Newrelic, leading to swift resolution of critical incidents and minimizing client disruptions.
  • Successfully drove the adoption of the rider mobile app among over 2000 users across various geographical regions within a three-month period.
  • Developed real-time dashboards accessible to all team members for monitoring performance metrics. Conducted
    timely reviews leveraging these dashboards to identify areas for improvement and implement corrective actions
    promptly.
  • Developed and continually improved self-help services through the creation of technical documentation, user
    manuals, knowledge base articles, and process documentation, catering to both employees and clients.
  • Managed technical support operations for enterprise clients including Meesho, Reliance, KFG, Ajex, Zajel, Apollo, and DTDC. Served as the escalation point of contact for senior executives, ensuring prompt resolution of issues and fostering strong client relationships.
  • Significantly enhanced Service Level Agreement (SLA) performance from 62% to 91% for key accounts, resulting in a substantial improvement in Customer Satisfaction (CSAT) scores from 3.2 to 4.7.
  • Recognized with the prestigious Platinum Award for driving process improvements and delivering exceptional
    customer support.
  • Initiated efforts to enhance public platform ratings, resulting in Shipsy being recognized in the 2024 Gartner® Magic Quadrant™ for Transportation Management Systems.

Product Support Manager

Udaan.com
11.2019 - 04.2021
  • Managed a team of Production Support Associates, ensuring consistent, high-quality service delivery and adherence to SLAs.
  • Collaborated closely with cross-functional teams to troubleshoot complex network issues, conducting in- depth analysis and investigations to identify and resolve security breaches and anomalies.
  • Maintained meticulous documentation of network configurations, security policies, and incident response procedures, ensuring clarity and accessibility for team members and stakeholders.
  • Worked closely with product development teams to analyze feedback from end users and prioritize feature
    enhancements that addressed customer needs effectively.
  • Designed and implemented training programs aimed at enhancing the technical skills of the support team, leading to an impressive 25% increase in first-day resolution rate.
  • Utilized performance reporting and data analysis to drive innovation and continuous improvement within the technical support department.

Assistant Manager of Operations

Rivigo Services Private
02.2017 - 06.2019
  • Successfully managed the KYC and Fleet Tracking team, ensuring that 80% of cases were technology-driven.
  • Played a key role in the transformation from an outsourced CRM to an internally developed CRM. This involved sharing feedback, conducting User Acceptance Testing (UAT), and analyzing production bugs.
  • Automated the reporting process for the entire organization, providing real-time updates on metrics.
  • Implemented Genesys as a cloud communication system for customer and stakeholder communications.

Team Leader, Technical Assistance Center (TAC)

Vertex Customer Management India Private Limited
06.2014 - 02.2017
  • Achieved successive promotions from Engineer to Team Leader within 3.5 years, demonstrating strong leadership and technical support capabilities.
  • Provided high-quality technical support, achieving an exceptional CSAT score of 92% and receiving the Shining
    Performer award.
  • Maintained comprehensive support records using Salesforce, contributing to the knowledge base with FAQs and user guides.

Overview

11
11
years of professional experience
4
4
years of post-secondary education

Education

MBA - Supply Chain Management

NMIMS
Remote
01.2023 - 06.2024

BBA -

Agra University
Agra
07.2011 - 06.2014

Skills

Leadership & People Management,

Performance Management,

Incident Management,

Customer Resolution & Escalation Management,

Cross-functional Collaboration

Data-driven decision making

Documentation and reporting

Summary

Experienced and results-driven professional with over 10 years of expertise in managing teams and driving transformative change through data analysis. Proven track record in optimizing team performance, boosting productivity, and surpassing targets. Seeking a senior role in Technical Support to leverage my skills in team management, data-driven insights, and goal attainment for exceptional results and organizational success.

Work Preference

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Important To Me

Career advancement

Personal Projects

Deep Dive into Reliance's Supply Chain Excellence | NMIMS’s annual project

  • Conducted an in-depth analysis of Reliance’s' supply chain practices, focusing on efficiency, cost management, and sustainability.
  • Identified key areas for improvement and recommended strategies for enhancing supply chain performance.
  • Collaborated with a team of 5 members to research, collect data, and present findings to senior management.

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Neeraj KumarSenior Manager-Customer Support