Summary
Overview
Work History
Education
Skills
Websites
Hobbies and Interests
Languages
Personal Information
Affiliations
Languages
Timeline
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Varun Kumar

Varun Kumar

New Delhi

Summary

Analytical professional equipped with technical expertise and strong critical thinking skills, excelling in data-driven environments. Demonstrates a proactive approach to challenges, consistently achieving and surpassing goals. Proven ability to work independently or collaboratively, delivering exceptional results.

Overview

10
10
years of professional experience

Work History

Team Leader Operations

Tech Mahindra
Noida
04.2023 - Current
  • Led team performance and workforce management with a strong focus on maximizing billable hours, directly supporting revenue growth and cost efficiency for the organization.
  • Maintained operational stability by proactively managing attrition, absenteeism, and shrinkage, ensuring consistent staffing and service delivery.
  • Monitored and drove achievement of core KPIs across the team, aligning performance outcomes with business goals and client expectations.
  • Served as the primary liaison for client interactions, leading Weekly Business Reviews (WBRs), presenting performance insights, and building collaborative relationships.
  • Oversaw the successful rollout and adoption of client-introduced enhancements, tools, and process improvements, ensuring timely implementation and team alignment.
  • Spearheaded additional internal projects aimed at process optimization, resource planning, and service innovation to elevate overall delivery standards.
  • Maintained a balanced focus on productivity, quality, and partner satisfaction, driving a culture of accountability, performance, and continuous improvement.

Senior Technical Associate

Tech Mahindra
Noida
06.2019 - 04.2023
  • Provided technical support for home-installed devices and digital services, ensuring prompt resolution of issues related to connectivity, configuration, and hardware performance.
  • Assisted customers with setup, troubleshooting, and maintenance of OTT platforms and subscription-based services, delivering smooth user experiences across multiple service channels.
  • Logged and escalated complex cases by accurately creating and managing service tickets, facilitating faster turnaround through proper issue documentation and follow-up.
  • Actively promoted value-added services and compatible devices, contributing to revenue generation through consultative selling and identifying customer needs.

Customer Service Associate

FIS Global Business Solutions India Pvt. Ltd.
Gurgaon
09.2017 - 06.2019
  • Delivered responsive support for technical service requests via phone and email, assisting customers with troubleshooting, network setup, and device-related concerns.
  • Facilitated the end-to-end coordination of equipment orders, service installations, and repair scheduling, ensuring seamless service delivery and minimal customer downtime.
  • Managed new connection requests with precision, guiding customers through the onboarding process and ensuring timely activation of services.
  • Worked closely with internal teams to resolve service disruptions and hardware issues, contributing to improved operational reliability and customer trust.
  • Maintained service standards by consistently meeting resolution time targets, handling escalations professionally, and enhancing the customer experience across every touchpoint.

Customer Service Executive

Concentrix Daksh
Gurgaon
08.2015 - 04.2017
  • Delivered end-to-end support across voice, chat, and email channels, assisting customers with account inquiries, subscription management, billing discrepancies, and order fulfillment.
  • Provided first-level technical assistance for digital services, including OTT platforms and other subscription-based products, ensuring swift resolution of issues and seamless user experiences.
  • Processed billing adjustments, service activations, and escalations in accordance with internal policies, contributing to accuracy in transactions and customer satisfaction.
  • Played an active role in team performance by maintaining high-quality service scores and supporting continuous improvement efforts that enhanced overall operational efficiency.
  • Recognized for consistently upholding service excellence, promoting customer retention, and identifying process enhancements to better align with business objectives.

Education

Microsoft Power BI Data Analyst -

Coursera
Online
07.2025

B.Com. -

Delhi University - School of Open Learning
New Delhi
07-2019

Higher Secondary Examination -

Kendriya Vidyalaya
New Delhi
05.2015

Secondary Examination -

Kendriya Vidyalaya
New Delhi
05.2013

Skills

  • Communication
  • Teamwork
  • Problem solving
  • Leadership
  • Creativity
  • Time management
  • Data analysis
  • People management
  • Team motivation

Hobbies and Interests

  • Cooking
  • Photography

Languages

  • English
  • Hindi

Personal Information

  • Date of Birth: 12/04/96
  • Gender: Male
  • Marital Status: Unmarried

Affiliations

  • Automotive repairs and DIY maintenance
  • Passion for road travel
  • Home design and interior décor planning

Languages

Hindi
Native
Native
English
Proficient (C2)
C2

Timeline

Team Leader Operations

Tech Mahindra
04.2023 - Current

Senior Technical Associate

Tech Mahindra
06.2019 - 04.2023

Customer Service Associate

FIS Global Business Solutions India Pvt. Ltd.
09.2017 - 06.2019

Customer Service Executive

Concentrix Daksh
08.2015 - 04.2017

Microsoft Power BI Data Analyst -

Coursera

B.Com. -

Delhi University - School of Open Learning

Higher Secondary Examination -

Kendriya Vidyalaya

Secondary Examination -

Kendriya Vidyalaya

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Varun Kumar