Summary
Skills
Work History
Education
Certification
Personal Information
Overview
SalesManager
Nikhil Kumar

Nikhil Kumar

Noida

Summary

Seasoned IBU (Independent Business Unit) Head with over 20 years of experience in Customer Experience Management, specializing in Business Development, P&L Management, and Process Improvement. Adept at leading large teams and implementing innovative solutions to drive profitability and customer satisfaction. Six Sigma Black Belt and COPC RCT certified. Culturally-sensitive and ethical professional with demonstrated success in developing and implementing optimized solutions. Versatile leader recognized for driving results in collaborative, inclusive manner.

Skills

  • P&L Management
  • Business Development
  • Stakeholder Management
  • Contract Negotiation
  • Budgeting
  • Data Analysis
  • Process Improvement
  • Talent Retention

Work History

IBU (Independent Business Unit) Head

Tech Mahindra
10.2019 - Current
  • Spearheaded a team of 8000+ associates across multiple verticals, achieving year-over-year growth of 125% in E-Commerce accounts
  • Developed and executed process improvement strategies, leading to overachievement of EBIDTA targets
  • Implemented digital transformation initiatives, including Chat BOT and grievance redressal portals, enhancing customer satisfaction.

Deputy General Manager

Karvy Data Management Service Ltd
09.2017 - 10.2019
  • Expanded E-Commerce vertical by 400%, leading to a significant increase in profitability
  • Reduced Average Handling Time (AHT) by over 25%, enhancing operational efficiency
  • Improved customer satisfaction scores from 55% to 80% through targeted process improvements.

North Zone Head Operations & Head Quality

Vertex Customer Management
09.2016 - 05.2017
  • Defined organizational quality strategy and identified continuous improvement opportunities
  • Managed performance metrics and liaised with clients to optimize customer value.

Head Quality

InterGlobe Technologies
06.2015 - 08.2016
  • Conducted Six Sigma trainings and led projects that resulted in a 72% reduction in financial losses, saving approximately $3000 per month.

Associate Vice President - Centre Head

Aegis BPO
09.2009 - 06.2015
  • Improved the bottom line of two centers within six months through strategic process improvements
  • Conducted Six Sigma Trainings and led projects that improved customer satisfaction by 2000 base points.

Previous Experience

Other Organisations
03.2002 - 09.2009

Experience across various roles in

  • Reliance BPO - Jan'08 - Sep'09
  • HeroITES - Mar'02 - Dec'07
  • Non-BPO roles in Cadbury and LCC Infotech -Apr'2000 - Mar'02

Education

Bachelor of Commerce - Accounts

Vanijya Mahavidyalaya, Patna University
1997.Apr - 2000.Mar

Certification

  • Six Sigma Black Belt
  • COPC RCT Certified

Personal Information

  • Date of Birth: 07/10/77
  • Nationality: Indian
  • Father's Name: Late Krishan Kumar Sinha

Overview

22
22
years of professional experience
2
2
Certificate
3
3
years of post-secondary education

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Nikhil Kumar