Summary
Overview
Work History
Education
Skills
Certification
Languages Known
Hobbies and Interests
Awards
PERSONAL DETAILS
Timeline
Generic
Vanktesh Kumar

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 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)
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
Vanktesh Kumar