Vimal Kumar

A high performance results driven service industry executive with extensive experience in Sales, operations and quality management. A Proactive team builder who excels in strategic planning, problem solving and innovative process improvement. Coach and mentor with a strong focus on best practices surrounding, training and rewards & recognition.

• Operations Management
• Process Management
• Training & Development
• Quality Assurance
• Client Relationship Management

• Barclays Shared Services, Process Advisor, 10/2012, 05/2014
• WIPRO Pvt. Ltd, Senior Executive, 04/2007, 10/2012

English & Hindi

A seasoned professional with experience in General Operations and Process Management Resourceful in analysis, scope & resource handling and ensuring on-time delivery Facilitating the Maintenance Process.

• American Express GBT Pvt. Ltd., CLIENT SUPPORT ANALYST-APAC, 08/2022, Present, GURGAON, HARYANA, The key area of focus for the role is to handle inbound queries (both over email & phone) from client managers & Client to assist with their client’s program management support across functional areas like, (however not limited to): billing & settlement, data mapping & change support, client profile maintenance, contract maintenance, RFP & rebid support, all backend maintenance activity, client relations & retention, reporting & communication management. Primary markets –Singapore & Australia. Secondary markets- Hong Kong & India ROLE REQUIREMENTS
• Supporting the local client manager & Client with escalation management by coordinating with various internal groups to resolve the issue & also engage in root cause analysis to ascertain the nature of the breakdown.
• Working closely with the local billing & settlement teams to support the client manager with any billing related queries /discrepancies that need to be resolved for accurate client billing.
• Coordinating & mobilizing various internal support groups like implementation, shared services etc. to support any maintenance or updates required to a client profiles, UDID hierarchy mapping etc.
• Supporting the client manager with any updates / modifications required to existing client contracts in the market by working closely with varied internal & external teams.
• Providing support to client managers for any RFP/Contract rebids in the market.
• Sending updates and communications to client key contacts
• Ensuring all in-house administrative & functional databases e.g. Salesforce are updated with the most current information wherever required.
• Responsible for ensuring preferred supplier programs are distributed and loaded correctly through PRDS.
• Supporting client managers with any product or VAS (value added service) implementation in the Market.

• Date of Birth: 11/01/1985
• Marital Status: Married

Dance & Traveling