Vijay Kumar
CS Team Manager/Business Analyst
Pune
Summary
Dedicated customer service management professional with extensive experience in fast-paced call centre environments. Led by example to provide first-class customer care. Motivated, mentored and incentivized teams to achieve productivity and performance targets.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Business Analyst
Freelance
12.2022 - Current
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Created dashboards to monitor and track key performance indicators.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Conducted market research studies, providing valuable insights for strategic planning initiatives and competitive positioning efforts.
Customer Service Team Manager
Amazon Development Centre India Private Limited
6 2021 - 8 2022
- Orchestrated and guided a dynamic team of 15 to 20 customer service agents, resulting in an impressive increase in customer satisfaction scores
- Pioneered and executed customer service guidelines and tactics that led to a remarkable rise in client satisfaction and reduction in customer complaints
- Championed a culture of continuous improvement through frequent, targeted training and coaching sessions, culminating boost in the team's efficiency and enhancement in their ability to resolve complex customer issues
- Leveraged data-driven insights from in-depth metric analysis and client feedback to identify critical areas for improvement, achieving a substantial increase in customer retention and loyalty.
CS Resolution Specialist
Amazon Development Centre India Private Limited
12.2017 - 06.2021
- Galvanized and empowered a high-impact team of 15 customer service representatives through targeted coaching and training, resulting in a substantial improvement in overall performance metrics
- Swiftly and adeptly resolved consumer inquiries, grievances, and escalations with an unwavering commitment to professionalism, leading to an impressive increase in customer satisfaction ratings
- Collaborated seamlessly with cross-functional departments to proactively address client concerns, fostering a seamless end-to-end customer journey and yielding a remarkable reduction in service-related bottlenecks
- Implemented a rigorous performance evaluation process, conducting regular reviews and delivering constructive feedback that drove the team to achieve a remarkable enhancement in productivity and customer service excellence.
CS Associate
Amazon Development Centre India Private Limited
05.2016 - 12.2017
- Addressed a diverse range of customer inquiries, complaints, and escalations with agility and professionalism across various channels, including phone, email, and chat, resulting in a significant reduction of response times
- Provided expert assistance to customers, furnishing comprehensive product information, real-time order status updates, billing clarifications, and swift resolution of other queries, contributing to a remarkable increase in first-contact issue resolution
- Proactively managed and expedited the resolution of customer complaints and issues, consistently surpassing satisfaction targets and maintaining a stellar customer satisfaction rating
- Spearheaded efforts to achieve and sustain exceptional customer satisfaction levels, ensuring prompt and effective issue resolution that led to a sustained improvement in overall customer satisfaction metrics.
Education
Bachelors - Commerce
Ness Wadia College of Commerce
01.2012 - 04.2015
High School - Commerce
Kendriya Vidyalaya
01.2010 - 04.2012
Skills
IT skills: Experienced with Microsoft Excel, Word & PowerPoint
Leadership and Team Management
Customer Service Operations
Data Analysis
Multi-channel Customer Support
Adaptability and Flexibility
Power BI
SQL
Documentation
Gap Analysis
Prioritize requirement & create product backlog
Interpersonal & Communication skills
Accomplishments
- Amazon Customer service Employee of the year award (2018)
- Leaders of the leader award (Q3 2021)
- Best Mentor award (Q1, Q2, Q3 & Q4 2018)
Projects
Goodwill Gift card skill launch: Contributed to skill development by working with the program team to develop an auditing system.
Transfer rate reduction: It was possible to reduce transfers by 3% by working with the data from mistransfer contacts to identify the transfer queues that were highly impacted.
Account Close Automation: We provided the program team with the necessary data to automate the account closure mechanism in order to prevent any mistakes on our part.
HRR improvement: Discovered the primary factor that was affecting the number of contacts that had invalid disconnections, mistransfers, and contact avoidance.
Timeline
Business Analyst
Freelance
12.2022 - Current
CS Resolution Specialist
Amazon Development Centre India Private Limited
12.2017 - 06.2021
CS Associate
Amazon Development Centre India Private Limited
05.2016 - 12.2017
Bachelors - Commerce
Ness Wadia College of Commerce
01.2012 - 04.2015
High School - Commerce
Kendriya Vidyalaya
01.2010 - 04.2012
Customer Service Team Manager
Amazon Development Centre India Private Limited
6 2021 - 8 2022