Shashi Ranjan Kumar
Greater Noida
Summary
Experienced Asst Manager, Customer Operations at IndiaMART InterMESH Ltd with a proven track record in leading contact centre analytics and performance reporting. Adept at managing teams to ensure productivity, quality, and SLA delivery. Demonstrated expertise in MIS reporting, data dashboards, and customer experience enhancement. Previous roles include Sr. Executive, Business Delivery at IndiaMART InterMESH Ltd and Associate Operations at Wyzen Systems, showcasing skills in client retention strategies, promotional campaigns, and team coaching. Career goal: To leverage extensive experience in contact centre management to drive operational excellence and customer satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Asst Manager, Customer operations
IndiaMART InterMESH Ltd
01.2025 - Current
- - Leading contact centre analytics and performance reporting for business leadership
- - Managing a 20-member contact centre team with focus on productivity, quality, and SLA delivery
- - Publishing weekly and monthly MIS dashboards covering:
- Call volumes and answer levels
- Service Level (90:10) performance
- CSAT and customer experience trends
- Agent productivity, occupancy, and utilization
Sr. Executive, Business Delivery
IndiaMART InterMESH Ltd
04.2018 - 12.2024
- - Handled servicing for 300+ SMEs with retention & upsell
- - Reduced customer churn & improved satisfaction.
- - Designed promotional campaigns & pricing strategies.
- - Created long-term client retention strategies.
Associate Operations
Wyzen Systems
03.2015 - 04.2018
- - Promoted multiple times including SME role.
- - Trained new joiners & coached team members.
- - Managed sourcing team & lead generation.
- - Coordinated with verification & sourcing teams.
- - Prepared daily, monthly & annual reports.
Team Coach
FIS Global
12.2012 - 07.2014
- - Coached team of 15 for UK client O2.
- - Handled customer queries (chat & email).
- - Ensured SLA compliance & TAT tracking.
Associate Operations
Wipro BPO
11.2011 - 11.2012
- - Managed customer accounts & CRM tasks.
- - Handled collections & debtor communication.
- - Performed credit adjustments & activations.
Education
B.A. -
Delhi University
Intermediate -
Bihar Board B.I.E.C
High School -
Bihar Board B.S.E.B
Skills
- Contact centre management
- Service level agreements and compliance
- AHT optimisation and FCR enhancement
- CSAT improvement
- Team leadership and KPI management
- MIS reporting and data dashboards
- Root cause analysis
- Quality assurance
- Customer experience enhancement
- Advanced Excel and PowerPoint skills
- CRM software expertise
- Cross-functional collaboration
- Customer relationship management
- Performance reporting
- Data analysis
- Contact centre operations
Accomplishments
- 5× Employee of the Month & 2× VOC Star – IndiaMART
- 5× Rockstar of the Month – Wyzen Systems
Languages
Hindi
Proficient
C2
English
Proficient
C2
Certification
- Operations Management certification through LearnTube.ai's P.E.A.K.S. assessment in Operations Management
- Certificate from ISEA for participating in a quiz of cyber security - Safer Internet Day Information Security Awareness
Interests
- Listening to music
- Playing cricket
- Cooking
Timeline
Asst Manager, Customer operations
IndiaMART InterMESH Ltd
01.2025 - Current
Sr. Executive, Business Delivery
IndiaMART InterMESH Ltd
04.2018 - 12.2024
Associate Operations
Wyzen Systems
03.2015 - 04.2018
Team Coach
FIS Global
12.2012 - 07.2014
Associate Operations
Wipro BPO
11.2011 - 11.2012
B.A. -
Delhi University
Intermediate -
Bihar Board B.I.E.C
High School -
Bihar Board B.S.E.B