Tusshar Kumar
Summary
Forward-thinking Manager with project management experience in Digital Events. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager - Professional Services - Global CoE
Amex Global Business Travel
05.2022 - Current
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Recruited and hired top performers to add talent and value to department.
- Managing a team of 12 Analysts
- Responsible for project allocation and work management for India and ROW
- Performed statistical analyses to gather data for operational and forecast team needs.
- Cross-trained existing employees to maximize team agility and performance.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
Assistant Manager Professional Services
Cvent India Pvt Ltd
05.2014 - 04.2022
- Scaled the team of Analyst from 2 to 35 people in 4 years
- Managing a team of 35 Analysts and Project Managers
- Responsible for project allocation and work management for India and ROW
- Business Reviews and Reporting (weekly and monthly)
- Ensure Policy Adherence and Quality Assurance
- Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
- Exceeded goals through effective task prioritization and great work ethic.
Team Lead
Cvent
01.2019 - 01.2021
- Managed a team of 9 Analysts
- Ensured policy adherence and performance metrics are achieved
- Business performance reporting (daily, weekly and monthly)
- Work Allocation, Task Management and Quality Assurance
- Strategically involved in org wide project for workforce redeployment during the pandemic
Sr Service Delivery Analyst
Cvent
06.2017 - 01.2019
- Managed end-to-end projects for Enterprise and Mid Market Customers
- Collaborated with different departments to provide best possible solution to manage customer requirements
- Traveled On-Site to support multi million events AWS, Teradata, etc.
- Developed and trained junior team members by leveraging industry experience to achieve optimal project strategy
- Improved Customer CSAT from 80 to 100 in one calendar year
Service Delivery Analyst
Cvent
01.2016 - 06.2017
- Evaluated client's need and created plan of action to provide end-to-end solutions
- Conducted meetings with clients to determine project intent, requirements, and outcomes
- Provided outstanding service to clients to maintain and extend relationships for future business opportunities
- Managed large complex projects for enterprise customers which lasted from 6 months - 1 year
Product Consultant
Cvent
06.2014 - 01.2016
- Understand, scope, and suggest best solutions to achieve customer requirements
- Implement suggested solutions in collaboration with UI/UX team for on-time delivery
- Handled 25 projects simultaneously with 100% customer satisfaction
- Improved on-time delivery from 50% to 70% in one calendar year
Senior Customer Care Professional
American Express India Pvt Ltd
09.2013 - 05.2014
- Collections on recently past due active credit cards.
- Maintain customer satisfaction on highly delinquent accounts.
- Maintain regulatory requirements and compliance.
- Up selling credit product to eligible card members.
Resident Expert
Encore Capital Group
04.2007 - 12.2009
- Third-party collections US based
- Promoted to pilot Inbound Collections Process.
- Star collector of the year 2008
- Mentored new collectors and provided floor support
Education
BBA -
Sikkim Manipal University (SMU)
New Delhi2012
Skills
- People Management
- Project Management
- Customer Success
- Implementation
- Problem Solving
- Customer Experience
Certification
- Project Management Profession (PMP) Training - 2019
- Advance Cvent Certified
- Certified Scrum Master
Timeline
Manager - Professional Services - Global CoE
Amex Global Business Travel
05.2022 - Current
Team Lead
Cvent
01.2019 - 01.2021
Sr Service Delivery Analyst
Cvent
06.2017 - 01.2019
Service Delivery Analyst
Cvent
01.2016 - 06.2017
Product Consultant
Cvent
06.2014 - 01.2016
Assistant Manager Professional Services
Cvent India Pvt Ltd
05.2014 - 04.2022
Senior Customer Care Professional
American Express India Pvt Ltd
09.2013 - 05.2014
Resident Expert
Encore Capital Group
04.2007 - 12.2009
BBA -
Sikkim Manipal University (SMU)