VIKAS KUMAR
New delhi
Summary
Experienced Team Leader with 6+ years of expertise across Sales, Operations, and Customer Support domains, with experience in ecommerce, marketplace, insurance, and fintech companies. Proven success in managing high-performing teams across email, chat, inbound calls, and card cross-sell initiatives. Strong track record of controlling shrinkage and attrition while consistently meeting SLAs and KRAs. Skilled in process optimization, CRM tools, dialers, and reporting (Excel/SQL). Analytical with a keen ability to interpret data, and a strong aptitude for people management. Adept at driving cross-functional collaboration, implementing new initiatives, and ensuring team success in both sales and support environments. Experienced in business and project setup within BPO and captive companies.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Data Management & Operations Team Lead
Paisabazaar
GURGAON
01.2024 - Current
- Team Leadership: Manage and lead high-performing teams for card cross-sell and inbound channels, ensuring optimal performance and target achievement
- Coaching & Quality Audits: Provided feedback and coaching to team members, ensuring adherence to quality standards and continuous performance improvement
- Shrinkage & Attrition Control: Proactively manage shrinkage and attrition within the teams, implementing strategies to maintain a stable workforce and ensure team retention
- Card Activation & Cross-Sell Leadership: Successfully initiated, set up, and lead teams for RBL, ICICI, and Yes Bank card activation and cross-sell efforts, delivering results and driving business growth
- Daily Reporting & Dashboard Insights: Prepare daily reports and dashboards for inbound, email channels, and card cross-sell teams
- Provide actionable insights to management, highlighting trends, red areas, and performance gaps
- Stakeholder & Meeting Management: Lead meetings with both internal and external stakeholders to ensure alignment, address concerns, and drive business outcomes
- KRA Management: Oversee key performance metrics such as abandonment rates and email closure TAT, ensuring adherence to SLAs and business goals
- Escalation Management: Consolidate and manage partner escalation data, ensuring timely resolution of issues with external banking partners
- MIS & Cross-Functional Collaboration: Act as the MIS spoke for the service team, collaborating efficiently with cross-functional teams (Dialer, CRM, IT) to ensure timely issue resolution and smooth operations
- Product & Tech Issue Resolution: Meet with product owners to address product and technical issues, ensuring timely resolution and driving improvements for customer satisfaction and product enhancement
Team Leader Customer Service & Operations
Tech Mahindra Business Services
Noida
08.2021 - 12.2023
- Team Leadership: Managed a team of 20 associates across chat, email, and call channels, ensuring high performance and goal alignment
- Process & SLA Management: Oversaw shrinkage, manpower planning, and other customer-related processes, ensuring adherence to SLAs and operational efficiency
- CRM Reporting & Analysis: Downloaded and analyzed CRM reports, publishing insights to monitor performance and identify areas for improvement
- Target-Oriented Floor Drive: Led target-driven initiatives on the floor, motivating the team to meet key business objectives
- Performance Reviews & Feedback: Conducted regular team performance discussions and reviews, driving accountability and improvement
- Stakeholder Collaboration: Participated in weekly internal and external stakeholder calls, providing valuable inputs and updates on progress
- Process Audits & Action Planning: Conducted audits on various process parameters, creating and implementing action plans for improvement
- Employee Motivation & Engagement: Implemented recognition and rewards (RNR) programs, fostering team motivation through regular meetings and feedback
- Cross-Team Coordination: Interacted with client teams such as logistics, refunds, etc., to ensure timely updates on pending tasks and issue resolution
- Ticket Flow Management: Managed ticket flow and strategically assigned tasks to ensure timely resolution of customer queries
- CSAT Maintenance: Focused on maintaining high process CSAT (Customer Satisfaction) scores, ensuring a positive customer experience
Team Leader Sales & Operations
Silaris Informations Pvt Ltd
New Delhi Area
02.2020 - 07.2020
- Team Leadership & Sales Drive: Managed team-driven business for Max Life Insurance, focusing on segment sales marketed through various online platforms such as Facebook, Paisabazaar, Amazon, Paytm, Axis Bank, Yes Bank, and SMS marketing
- Individual & Team Business Growth: Led individual agent sales performance and overall team business drives, consistently achieving sales targets
- Performance Evaluation & Improvement: Conducted regular performance evaluations and implemented improvement strategies to enhance team productivity and sales conversion rates
- Coaching & Quality Audits: Provided feedback and coaching to team members, ensuring adherence to quality standards and continuous performance improvement
- Quality Conversion Improvement: Focused on enhancing quality conversions through refined strategies, training, and process optimization
- Team Motivation & Retention: Implemented effective team motivation programs, fostering a positive work environment and reducing attrition and shrinkage
- Dialer & Lead Management: Managed dialer systems and lead management processes to ensure efficient lead handling and timely follow-ups
- Manpower Planning: Developed and executed effective manpower planning to ensure optimal staffing levels and support team performance
- Operational Reporting & Metrics: Built and published detailed operational metrics and reports, providing insights for management and performance tracking
Team Leader Sales & Operations
Magicpin (Samast Technologies)
Gurgaon
11.2017 - 01.2020
- Team Leadership & Sales Planning: Led and managed a team of 20 associates, overseeing sales planning, workforce management, and execution of targets for paid listings and onboarding of Indian retail market outlets in a B2B business environment
- Client Appointment & Closure Tracking: Tracked client appointments and closures, ensuring timely follow-ups and consistently achieving business objectives
- Dialer & Lead Management: Managed dialer systems and lead flow, analyzing performance reports to optimize sales processes and enhance team effectiveness
- SQL Reporting & Data Analysis: Leveraged SQL to extract and analyze merchant portfolios, providing actionable insights that supported business growth and operational optimization
- Process Optimization & Execution: Identified process inefficiencies and implemented improvements, driving business outcomes and ensuring seamless execution of strategic goals
- Quality, Shrinkage & Attrition Control: Managed quality assurance, shrinkage, and attrition, employing strategies to reduce turnover and maintain a stable, high-performing workforce
- Sales Training & Coaching: Delivered ongoing training and coaching to team members, enhancing their skills, boosting productivity, and ensuring consistent performance in line with business objectives
Education
Bachelor of Technology (BTech) - Electrical and Electronics Engineering
KRISHNA INSTITUTE OF ENGINEERING AND TECHNOLOGY
Ghaziabad01.2017
Skills
- Team Leadership & Management
- Performance Metrics & KPIs Tracking
- Quality Assurance & Compliance
- Process Optimization & Efficiency
- Shrinkage & Attrition Control
- Sales Planning & Strategy
- Customer experience Management
- Contact Centre Management
- Microsoft Excel
- MY SQL
- Dialer & Lead Management
- Strategic Execution & Problem-Solving
Languages
- Hindi
- English
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Certification
- SQL Reporting And Analysis
- Master Microsoft Excel
Custom Section
Technical Skills
- CRM Tools: Zoho, Grid, LeadSquared, Kapture, Elision
- Reporting & Analysis: Advanced Excel, SQL
- Dialer Systems: Eyebeam, Ameyo, 3Cx
- Project Management Tools: Jira
Timeline
Data Management & Operations Team Lead
Paisabazaar
01.2024 - Current
Team Leader Customer Service & Operations
Tech Mahindra Business Services
08.2021 - 12.2023
Team Leader Sales & Operations
Silaris Informations Pvt Ltd
02.2020 - 07.2020
Team Leader Sales & Operations
Magicpin (Samast Technologies)
11.2017 - 01.2020
Bachelor of Technology (BTech) - Electrical and Electronics Engineering
KRISHNA INSTITUTE OF ENGINEERING AND TECHNOLOGY
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