Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
CustomerServiceRepresentative
Sameer Kumar

Sameer Kumar

Senior Assistant Vice President
Pune,MH

Summary

Results-driven Senior Assistant Vice President with 21+ years of proven leadership in client operations, customer satisfaction, and digital transformation. Renowned for delivering measurable improvements in client retention, operational efficiency, and cost optimization. Known for data-driven decision-making, growth-oriented strategies, and inspiring teams to exceed performance targets. Seeking to leverage deep expertise in operational excellence to deliver transformation and sustainable profitability at scale.

Overview

22
22
years of professional experience
6
6
Certifications
2
2
Languages

Work History

Senior AVP, Client Operations

EXL Service
10.2022 - Current
  • Understand the client’s strategic goals and pain points, and then translate them into opportunities for EXL
  • Lead and participate in regular business reviews (monthly/quarterly) with clients to communicate performance metrics, discuss progress on initiatives, and address any concerns.
  • Proactively identify opportunities for up-selling and cross-selling new solutions and services
  • Manage client escalations and ensure timely and effective communication and resolution of issues by coordinating with internal EXL teams (e.g., operations, IT, compliance).
  • Achievements
  • Directed utilities account(s) delivery across sites India/UK (span700+ FTEs), achieving top-quartile NPS scores and best-in-class resolution times.
  • Spearheaded strategic retention programs; secured key partnerships, protecting 140+ FTEs and enabling business expansion.
  • Orchestrated digital transformation initiatives (worth 150 FTEs) that automated core processes and improved customer response times by 20% within three years.
  • Streamlined budget and resource allocation, boosting utilization efficiency by 8%.

AVP, Client Operations

EXL Service
04.2019 - 09.2022
  • Overseeing the day-to-day operations and ensuring that key performance indicators (KPIs) and service level agreements (SLAs) are met or exceeded.
  • Building and maintaining strong relationships, understanding their business needs, and identifying opportunities for growth.
  • Leveraging data, analytics, and new technologies to enhance service quality, efficiency, and customer experience.
  • Achievements
  • Improved customer outcomes and streamlined utilities processes across a 330-person team.
  • Enhanced operational efficiency by 15% through cost-to-serve modelling across all service delivery channels.

Senior Manager

EXL Service
01.2015 - 03.2018
  • Primary point of contact for operational matters, addressing escalations, and ensuring client satisfaction
  • Managing teams that handle various processes like customer service, billing, claims processing, and back-office functions
  • Achievements
  • Led a cross-functional project that automated client onboarding, reducing manual data entry by 6 hours per client and increasing client satisfaction by 25%.
  • Employee Engagement Champion for three consecutive years.

Manager

EXL Service
10.2011 - 12.2014
  • Lead and manage delivery team to ensure daily operations run smoothly
  • Achievements
  • Guided the redesign of three core processes, achieving a 5% decrease in customer churn and a 6-basis point improvement in NPS.

AM - LAM

EXL Service
10.2006 - 09.2011
  • Supervision and execution of operational tasks and efficient delivery and adherence to operational standards
  • Achievements
  • Facilitated employee growth by implementing bi-weekly training sessions for operations teams, achieving a 90% participation rate and facilitating the successful promotion of 3 team members during my tenure

Team Leader-CS

IVYComptech
05.2003 - 09.2006
  • Ensure outstanding customer experience and streamline captive operations across voice, chat, and email channels.
  • Achievements
  • Redesigned and implemented a streamlined escalation process for the US captive contact center, coaching 15+ team members on advanced communication techniques, resulting in a 10% improvement in escalation resolution time.
  • Initiated the development of a comprehensive training manual and knowledge base, resulting in team members becoming subject matter experts and improving first-call resolution rates from 70% to 88%.

Education

MBA - Marketing

Army College MP
06.2001

B.E - Electronics

Univ. of Pune
06.1998

Skills

Client Operations

Certification

IESE-Corporate Finance Essentials (IESE - 2025)

Accomplishments

  • Recognized with 'Michael Schumacher for Driving Excellence' award for outstanding performance.
  • Awarded 'Best Insight Implemented' for innovative solutions and problem-solving skills.
  • Recognized as 'Employee Engagement Champion' for fostering a positive and collaborative work environment.
  • Designated 'Value Ambassador EXL Services' for embodying the organization’s core values and principles.

Timeline

Senior AVP, Client Operations

EXL Service
10.2022 - Current

AVP, Client Operations

EXL Service
04.2019 - 09.2022

Senior Manager

EXL Service
01.2015 - 03.2018

Manager

EXL Service
10.2011 - 12.2014

AM - LAM

EXL Service
10.2006 - 09.2011

Team Leader-CS

IVYComptech
05.2003 - 09.2006

B.E - Electronics

Univ. of Pune

MBA - Marketing

Army College MP

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Sameer KumarSenior Assistant Vice President