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 Delhi
Skills
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)
<ul><li>I done my personal support worker placement in long term. There I maintained a good communication with my clients and my observation skills makes me unique in my job. I gain an experience in working with the old people, dementia patients, and palliative care patient.</li><li>It is really one the best time where I learned to correct my mistakes and, I updated my knowledge in many ways. I worked in a team where we get enough training from the experienced Senior Personal Support Workers.</li><li>Participated in team meetings to discuss patient status and plan for future care needs.</li><li>Encouraged client independence through teaching self-care activities such as eating, grooming and mobility exercises.</li><li>Personal support worker (student placement)</li></ul> at King nursing home LTD<ul><li>I done my personal support worker placement in long term. There I maintained a good communication with my clients and my observation skills makes me unique in my job. I gain an experience in working with the old people, dementia patients, and palliative care patient.</li><li>It is really one the best time where I learned to correct my mistakes and, I updated my knowledge in many ways. I worked in a team where we get enough training from the experienced Senior Personal Support Workers.</li><li>Participated in team meetings to discuss patient status and plan for future care needs.</li><li>Encouraged client independence through teaching self-care activities such as eating, grooming and mobility exercises.</li><li>Personal support worker (student placement)</li></ul> at King nursing home LTD
<ul><li>Managing Germany, Italy, Spain, Sweden, Qatar, and India payroll.</li><li>Managing Hire to exit process for all countries.</li><li>Processing one-time payments like Retention bonus, sign-on bonus, Relocation expense, sales commission payments etc.</li><li>Updating master files with respect to assigned entities. (New hires, Termination, salary changes, cost center, department class changes).</li><li>Support HR processes related to onboarding, contract changes, terminations, and exit settlements in line with local legislation</li><li>Implemented end to end RSU/Stock option gain/ESPP program from payroll side for all regions.</li><li>Gross to net reconciliation.</li><li>Net payout reconciliation on employee wise.</li><li>Processing stock option (ESOP) taxation through payroll, ensuring accuracy by validating against the Share works report Remitting tax payments monthly within due dates to avoid penalties.</li><li>Processing third party payments (Insurance payments) once payroll is finalized.</li><li>Remitting pension contribution on quarterly basis for Italy.</li><li>Work with payroll service provider/ stake holders to ensure successful delivery of salary payments, compliance, and accounting.</li><li>Review month end /Quarter end closure and make salaries and accruals accounting properly.</li><li>Responsible for all payroll-related payments, forecast cash flow and cash requirement for the payroll.</li><li>Conduct payroll induction for new joiners for India.</li><li>Conduct monthly business review meetings with all service providers.</li><li>Part of product implementation team. (Care-lite tool) employee queries through ticket system.</li><li>Processing full and final settlement for terminated employees.</li><li>Validating investment proofs during year end.</li><li>Working on employee queries daily, responding within SLA.</li><li>Preparing capitalized R&D reports in the month end helps higher leaders to take strategic decisions.</li><li>Posting journal entries on NetSuite.</li><li>Preparing black-line reconciliation reports during the month end (Accrued vacation, accrued commission, Bonus, employee benefits, employee benefits advances).</li><li>Participate in global payroll projects, system testing, and process improvement initiatives.</li><li>Applications Knowledge: Workday, ADP Streamline, Oracle Net suite.</li><li>India Payroll-People work, Global Payroll-ADP Streamline and For Accounting Oracle Net suite.</li></ul> at Sprinklr India Private Limited<ul><li>Managing Germany, Italy, Spain, Sweden, Qatar, and India payroll.</li><li>Managing Hire to exit process for all countries.</li><li>Processing one-time payments like Retention bonus, sign-on bonus, Relocation expense, sales commission payments etc.</li><li>Updating master files with respect to assigned entities. (New hires, Termination, salary changes, cost center, department class changes).</li><li>Support HR processes related to onboarding, contract changes, terminations, and exit settlements in line with local legislation</li><li>Implemented end to end RSU/Stock option gain/ESPP program from payroll side for all regions.</li><li>Gross to net reconciliation.</li><li>Net payout reconciliation on employee wise.</li><li>Processing stock option (ESOP) taxation through payroll, ensuring accuracy by validating against the Share works report Remitting tax payments monthly within due dates to avoid penalties.</li><li>Processing third party payments (Insurance payments) once payroll is finalized.</li><li>Remitting pension contribution on quarterly basis for Italy.</li><li>Work with payroll service provider/ stake holders to ensure successful delivery of salary payments, compliance, and accounting.</li><li>Review month end /Quarter end closure and make salaries and accruals accounting properly.</li><li>Responsible for all payroll-related payments, forecast cash flow and cash requirement for the payroll.</li><li>Conduct payroll induction for new joiners for India.</li><li>Conduct monthly business review meetings with all service providers.</li><li>Part of product implementation team. (Care-lite tool) employee queries through ticket system.</li><li>Processing full and final settlement for terminated employees.</li><li>Validating investment proofs during year end.</li><li>Working on employee queries daily, responding within SLA.</li><li>Preparing capitalized R&D reports in the month end helps higher leaders to take strategic decisions.</li><li>Posting journal entries on NetSuite.</li><li>Preparing black-line reconciliation reports during the month end (Accrued vacation, accrued commission, Bonus, employee benefits, employee benefits advances).</li><li>Participate in global payroll projects, system testing, and process improvement initiatives.</li><li>Applications Knowledge: Workday, ADP Streamline, Oracle Net suite.</li><li>India Payroll-People work, Global Payroll-ADP Streamline and For Accounting Oracle Net suite.</li></ul> at Sprinklr India Private Limited