Vanktesh Kumar
Summary
A position in the organization where my experience can be effectively utilized for the benefit of the Organization and provide me a challenging environment for Growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
People manager – Consumer Care Team
Coloplast India Pvt. Ltd
12.2022 - Current
- Improving the patient outcomes through patient care program
- Driving the consumer metrics and team efficiency through analyses of daily/weekly reports
- Insuring optimum utilization of salesforce reports and consumer insights
- Driving the teams towards success of upsell/cross sell campaign
- Target calculation understanding
- Inspiring team on campaign contest
- Mentoring team through Roleplays
- Analyse team performance & provide feedback.
- Strengthening the penetration of digital tools (Whatsapp, infinito, Website) customer journey better
- Driving the team towards operational excellence (AHT, abandon rate, C-sat, Retention, callback SLAs).
- Ensuring timely coaching and feedback on call quality insights
- Timely addressal of customer complaints
- Collaboration with marketing and research & development team
- Analysing the root cause
- Timely close looping with the consumer
- Ensuring the effective onboarding and training of new joinees in the team
- Leading Learn, implement & Transform program to strengthen patient care skills
- Special projects
- Genesys (Telephonic system) launch: Led the migration of new telephonic system-Genesys
- Consumer panel program: Regular analysis of consumer insights identified through consumer panel questionnaire.
- Initiatives & Process development
- Planning Model: Developed an Excel-based tool that helps the team plan monthly allocations on a daily/weekly basis.
- Celebrating Success (Appreciation Cards): Introduced appreciation cards to recognize and motivate the team for small achievements.
- Consumer care insight dashboard: Introduced the Care Dashboard that provides clear visibility of every KPIs and data Insights in single dashboard
Consumer Care Specialist
Coloplast India Pvt. Ltd
01.2017 - 11.2022
- Handled incoming phone inquiries from patients regarding products and services
- Contact patients as part of the Coloplast care program to support and educate them on the proper use of our products.
- Listen actively to patients and effectively solving their problems
- Handling complaints and technical issues regarding products and services to ensure patients satisfaction
- Provide information on product replacement
- Mentored new team members and shared interesting insights on managing care calls.
- Special projects
- Transition to Salesforce: Part of planning team, share insightful inputs and created a successful testing program before going live
Associate – Customer Retention
Canara HSBC OBC Life Insurance Co. Ltd (on payroll of Innov-source)
03.2014 - 01.2017
- Informing customers for their renewal due (pre-due) for their respective policies.
- Retention calling on lapsed portfolio policies
- Actively participated in various renewal outbound calling as Due, Grace, Pending for Requirement, Service Camp and others campaign
- Retention calling for policies which are anticipated to terminated due end of revival period.
- Handling HNI customer's queries & business recovery
- Handling escalations of HNI customers.
- SPOC's for IVR Payment calling for Customer Retention
Customer Care Executive
ATS Services Pvt. Ltd
02.2011 - 02.2014
- Informing customers for their pending outstanding of the two-wheeler loan
- Convincing customers for final settlement
- Ensuring smooth closure of settlement post final payment
Education
B.A. -
Annamalai University
Schooling -
Central Board of Secondary Education
New DelhiSkills
- Customer Service Management
- Team Leadership & Coaching
- Performance Management
- Process Improvement & Innovation
- Call Quality & Training
- Consumer Insights & Engagement
- CRM
- Sales & Retention
- Incentive program
- Customer centric Solutions
Certification
- Certified in Strategic Leadership – High potential business leaders from SP Jain school of global management
- Coaching Essentials program by Ken Blanchard
Languages Known
English
Hindi
Tamil
Kannada
Hobbies and Interests
Long drive and playing cricket
Awards
Hidden Gems Award – 2023 (People Manager), Spot Awards – Nov 2023 & Apr 2024 (People Manager), Consistent Leader – 2024 (People Manager), Extra Mile Award – Q1 2024/25 (People Manager), The Extra Mile Award – FY 2022-23, Half-Yearly DtC Contest – 1st Runner-up (2022), 2nd Runner-up (2022), Inspiring Care Award – FY 2018-19 & FY 2021-22, Spot Awards – Nov 2020, Sep 2021, Apr 2022, Fresher of the Year – FY 2017-18, BRAVO Award for Highest Premium Collection, Highest Collection Award in Internal Contest (Power Play), Best in Productivity Award – Nov 2011
PERSONAL DETAILS
- Name: Vanktesh Kumar
- Father's Name: Sh. Raju
- Date of Birth: 23rd November 1990
- Marital Status: Married
Timeline
People manager – Consumer Care Team
Coloplast India Pvt. Ltd
12.2022 - Current
Consumer Care Specialist
Coloplast India Pvt. Ltd
01.2017 - 11.2022
Associate – Customer Retention
Canara HSBC OBC Life Insurance Co. Ltd (on payroll of Innov-source)
03.2014 - 01.2017
Customer Care Executive
ATS Services Pvt. Ltd
02.2011 - 02.2014
B.A. -
Annamalai University
Schooling -
Central Board of Secondary Education