Shrikant Kumar
Ghaziabad
Summary
Results-driven Escalation Manager / Team Lead with 8+ years of experience across B2C customer support, escalation handling, and operations management, including 3+ years in high-volume escalation environments. Proven expertise in root cause analysis, SLA management, workflow optimization, and customer experience improvement. Recognized for maintaining 98%+ SLA adherence, improving resolution timelines, and leading cross-functional teams to drive operational excellence, customer satisfaction, and revenue growth.
Overview
13
13
years of professional experience
Work History
Team Lead – Escalations
Paytm.com
12.2021 - 04.2026
- Managed 150+ daily escalation tickets across calls, chats, and emails while maintaining 98% SLA compliance.
- Achieved 95% First Contact Resolution, contributing to a 20% improvement in CSAT scores.
- Led structured root cause analysis for recurring issues, reducing repeat escalations by 18%.
- Collaborated with Tech, Quality, and Operations teams to streamline workflows, cutting average resolution time by 25%.
- Handled sensitive and abusive customer interactions with empathy and professionalism, ensuring policy compliance and brand protection.
- Created weekly escalation dashboards and trend reports for senior leadership, enabling proactive decision-making.
- Manage RBI and Nodal escalation, ensuring timely resolution and maintaning service integrity.
Customer Support Executive / Sales
HappyEasyGo.com
03.2021 - 11.2021
- Managed high-volume escalation tickets, ensuring 98% SLA adherence across support channels.
- Conducted sales calls, explaining broadband features and successfully converting leads into customers.
- Balanced customer support excellence with revenue generation responsibilities.
Manager – Operations
OYO Stays
10.2018 - 10.2019
- Managed a flagship property as a full P&L owner, driving profitability and operational efficiency.
- Led a team of 50+ members, ensuring smooth day-to-day operations and service quality.
- Boosted demand through local partnerships, ancillary revenue streams, and CX enhancements.
- Managed inventory, vendor negotiations, community stakeholders, and regulatory compliance.
Team Leader – Domestic & International Hotels
Yatra Online Pvt. Ltd.
07.2015 - 10.2018
- Supervised customer support teams handling B2C hotel bookings (domestic & international).
- Ensured 100% call and email coverage with strict adherence to quality standards.
- Conducted regular team trainings and performance reviews to improve productivity.
- Resolved high-impact customer escalations and ensured SLA compliance.
- Managed walk-in customers and met all operational KPIs set by management.
Senior Customer Care Executive (Sr. CCE)
I-Energizer
04.2013 - 06.2015
- Handled customer escalations across calls and emails while maintaining quality benchmarks.
- Supported team productivity through prioritization, mentoring, and daily performance tracking.
- Ensured customer satisfaction and compliance with service standards.
Education
Bachelor of Arts (Hons) -
Aligarh Muslim University
Senior Secondary Certificate -
Kendriya Vidyalaya 1stc
Jabalpur, IndiaSkills
Customer & Client Escalation Management
Root Cause Analysis (RCA)
SLA Adherence & KPI Tracking
Ticket Lifecycle Management
Process Optimization & Automation
Customer Experience (CX) Improvement
Conflict De-escalation & Professional Communication
Cross-Functional Collaboration
Workforce Prioritization & Delegation
Performance Reporting & Insights
Quality Assurance & Compliance Auditing
Stakeholder & Leadership Communication
Documentation & Knowledge Management
Data-Driven Decision Making
Advanced English Proficiency
Revenue Generation & Retention
CRM & Ticketing Systems: Zendesk, Freshdesk, Salesforce, DEVREV, Infinity
Analytics & Reporting: MS Excel, Google Sheets, Power BI (Basic)
Productivity Tools: MS Word, Outlook, PowerPoint
Domain Knowledge: GDS
Typing Speed: 40 WPM
Timeline
Team Lead – Escalations
Paytm.com
12.2021 - 04.2026
Customer Support Executive / Sales
HappyEasyGo.com
03.2021 - 11.2021
Manager – Operations
OYO Stays
10.2018 - 10.2019
Team Leader – Domestic & International Hotels
Yatra Online Pvt. Ltd.
07.2015 - 10.2018
Senior Customer Care Executive (Sr. CCE)
I-Energizer
04.2013 - 06.2015
Bachelor of Arts (Hons) -
Aligarh Muslim University
Senior Secondary Certificate -
Kendriya Vidyalaya 1stc