VINOD KUMAR (PMP Certified)

• Improved response time by automating workflows and prioritizing SLA-driven case handling.
• Enhanced CSAT scores through empathetic communication and proactive issue. resolution.
• Led training programs to improve technical skills and product knowledge of Tier 1 agents.
• Collaborated with Tier 2 & 3 teams, ensuring faster resolution of critical issues.
• Maintained and exceeded SLAs, driving higher customer satisfaction.
• Increased productivity by 30% through process streamlining in the first year.
• Improved customer satisfaction by 20% with a new feedback system.
• Strengthened client relationships, achieving a 25% increase in repeat business.
• Acted as escalation point for complex issues, ensuring quick resolution.
• Designed and delivered training programs, boosting team performance.
• Implemented dashboards & analytics, enabling data-driven decision-making.

• Worked with cross-functional teams to resolve recurring issues and bugs.
• Used customer feedback and data analytics for continuous process improvement.
• Acted as an escalation point for complex customer issues.
• Increased productivity by 30% and customer satisfaction levels by 20%.
• Fostered strong client relationships, resulting in a 25% increase in repeat business.
• Managed customer feedback and support through multiple vectors.

• Collaborated with functional managers to develop program resource plans and assign program resources.
• Implemented plans designed for individual's specific needs.
• Led the recruitment, training, and development of program staff, building high-performing teams committed to achieving program success.
• Ensured performance of shift operations including adherence to schedules.
• Took ownership of special projects for efficiency and effectiveness.
• Managed project timelines and ensured alignment with business objectives.

• Conceptualized and launched centralized Customer Care team across 5 cities.
• Scaled operations from 3 to 100+ staff handling sales, inbound, email, social media, and backend.
• Achieved NPS 40% and Quality Rating 4.1/5.0 through process standardization.
• Grew GMV from ₹10 Lakh to ₹2 Crore; drove customer retention, sales, and collections.
• Utilized various software and tools to streamline processes and optimize performance.
• Recognized by management for providing exceptional customer service.

• Led inbound & retention operations, ensuring SLA compliance and improved customer satisfaction.

Trained and mentored team members, improving retention and performance metrics.

• Managed team of 50 advisors, focusing on CSAT, escalation management, and SLA adherence.

Awarded Silver & Bronze for sales target achievements.

Implemented root cause analysis, reducing repeat calls and escalations.

• Supported UK/EMEA clients in tech support and account management.

Managed enterprise clients like BBC, Cisco, Accenture, Reuters, Honeywell.