Soubhagya Kumar
Customer Operations & Service Delivery Leader
Hyderabad
Summary
Operations leader with 9+ years of experience driving scalable customer operations in high-growth environments. Proven expertise in SLA governance, process optimization, automation implementation, revenue support, and retention strategy. Successfully led teams of 20+ members supporting 10,000+ customers while improving CSAT from 2.6 to 4.4, maintaining 95%+ SLA adherence, contributing to ₹15 Cr revenue environment, and delivering measurable improvements in retention and operational efficiency. Strong cross-functional collaborator with a data-driven decision-making approach.
Overview
9
9
years of professional experience
Work History
Customer Support Manager
Finsave Technology Pvt Ltd
07.2023 - Current
1. Led end-to-end customer operations supporting 10,000+ active customers, ensuring 95%+ SLA adherence across multi-channel support.
2. Managed and developed a 20+ member operations team, optimizing workforce planning to ensure peak-hour coverage and operational efficiency.
3. Designed and implemented standardized SOPs and escalation frameworks, reducing resolution TAT and strengthening compliance readiness.
4. Built operational dashboards using Tableau and Redash to track CSAT, SLA, retention, and revenue-impact metrics.
5. Collaborated with Sales and Marketing teams to improve customer lifecycle engagement, contributing to higher retention and repeat business.
6. Supported revenue operations contributing to a ₹15 Cr business environment by aligning service delivery with sales objectives.
7. Led customer retention initiatives through proactive follow-ups, root cause analysis of churn drivers, and structured grievance handling.
8. Presented weekly and monthly operational performance reports to senior leadership, driving data-backed strategic decisions. Improved customer satisfaction metrics through process restructuring and quality governance initiatives.
Team Manager
Dunzo Digital
06.2019 - 06.2023
- Built and scaled B2B & B2C customer operations across chat, outbound, and email channels.
- Improved CSAT from 2.6 to 4.4 through structured quality frameworks and coaching systems.
- Established KPI-driven governance models aligned with business growth objectives.
- Led NPS improvement initiatives and implemented root cause analysis frameworks to reduce recurring issues.
- Implemented WhatsApp chatbot automation reducing contact rate and improving first response time.
- Built and mentored high-performance teams, fostering accountability and productivity.
- Supported revenue growth by maintaining strong service reliability and merchant satisfaction.
Sr Customer Support Executive
Aegis Ltd
05.2017 - 05.2019
- E-Commerce (Inbound & Outbound Call, Chat Process)
- Conducted thorough investigations and gathered necessary data to provide accurate solutions to customer issues through Email, Chat and Call.
- Established a rapport with customers and provided exceptional service that resulted in customer sanctification
- Analyzed customer feedback and identified areas for improvement
- Handled customer service inquiries and complaints in a timely and professional manner
Education
Bachelors of Engineering - Electrical Engineering
Indic Institute of Design & Research
1 2014
Skills
Operations & Service Delivery Management
SLA & Escalation Governance
Revenue Operations Support
Customer Retention Strategy Process
Improvement & SOP Design Workflow
Automation (Chatbot Implementation)
KPI & Performance Analytics (Tableau, Redash)
Workforce Planning & Capacity Optimization
Cross-Functional Stakeholder Management
CRM & Ticketing Systems (Freshworks, Jira)
Accomplishments
- Thank u so much for always being there 4 all the Merchant Experience Team! Your hard work and dedication towards the team is inspiring 2 all of us. Handling 70+ folks single handedly and still being appreciated by them shows the skills you possess.
- Advanced from Operator to Team Manager quickly as result of CSAT achievements.
- Investigated, identified and reconciled account discrepancies totaling Rs 8L in company savings.
- Recognized by management for Q4 Great Manager behaviors, leading to increased NPS
- Worked directly with senior leadership to develop in-house escalations Team to enhance Merchant's Experience in a quicker TAT
Timeline
Customer Support Manager
Finsave Technology Pvt Ltd
07.2023 - Current
Team Manager
Dunzo Digital
06.2019 - 06.2023
Sr Customer Support Executive
Aegis Ltd
05.2017 - 05.2019
Bachelors of Engineering - Electrical Engineering
Indic Institute of Design & Research
Awards
The Captain America Award <> Best Manager of the H1 2023
Projects
1. Chatbot Automation Implementation (Contact Rate Reduction)
2. SLA & Escalation Framework
3. Redesign In-House Escalations Team Setup
4. Workforce Optimization Model