Vishal Kumar

Seasoned leader with 22 years of experience in strategic decision making, sales and marketing, business expansion, client services, training and Quality in the SaaS/BPO/ITES industry.

• 03/2020, Present, Touchstone Educationals, Vice President - Sales | Operations | Technology, Touchstone is the most comprehensive preparation brand for all exams related to studying abroad. Leading study abroad consultant and the one-stop solution provider for all students and professionals who desire to pursue their higher studies and enhance their career abroad. Touchstone holds the distinction of being the only institute in the country to have Cambridge University Press as a knowledge partner., Heading sales, operation, IT, Infra and marketing globally (Mid-Market - USA, EMEA, Australia & New Zealand), Integral part of senior leadership team and key contributor in building the strategic direction of Touchstone's overall business in all prominent markets, Provide strategic and operational direction and leadership to the sales and marketing team, In collaboration with the CEO Office and all other relevant functional teams to plan new products, set annual sales targets, annual incentives and reviewing progress vs. target, Identify business risks and engage with all stakeholders in order to correct them and take preventive or corrective action as appropriate, Playing a critical role in building, inspiring, training and managing a talented, motivated and highly diverse team of 1250+ sales, operation, IT and academic delivery, Run and operate tele-sales channel with full focus on digital/online courses, Provide strategic and operational direction and leadership to the sales and marketing team, To forge partnerships globally for achieving incremental sales volumes, Working closely with Product, Engineering, Enablement, and Sales teams to align their efforts with Customer Success philosophies to deliver long term sustained success to customers and partners.
• 03/2017, 01/2020, Cvent Pvt Ltd, Head of Department(India) -Client Success | Training | Quality, Cvent, Inc. is a leading cloud-based enterprise event management platform. Cvent offers software solutions to event planners for online event registration, venue selection, event management, mobile apps for events, e-mail marketing and web surveys., Supporting Professional Services Group and Customer Services Group globally (Mid-Market - USA, APAC, EMEA, Australia & New Zealand, Portfolio ~ 24 MN), Oversees the management and growth of the Customer Success team and its processes, Enable the team to own the customer relationship; define customer goals, and drive adoption, Managed a team of high-performing Customer Success Consultants, Managing Transactional/Experiential quality and process excellence of client services globally, Conduct Value stream mapping to identify Lean opportunities and re-design the process, Managing the Business Excellence module to identify the trends and detect early warnings, Strategizing and effectively addressing training needs via roll out of quarterly training calendar, Evaluate training and performance interventions -Training effectiveness of New Hire training, Ensuring high quality learning experiences by setting training delivery benchmarks and evaluation processes
• 12/2012, 03/2017, Techieonclick Solutions Pvt Ltd, Director - Sales | Operations, TOC is a startup BPO with a view to extend offshore services related to customer and billing support, technical support, managed IT services & Premium Technical Support to consumers and SMB's in U.S.A & Canada, Heading sales, operation, IT, Infra and marketing globally (Mid-Market - USA, EMEA, Australia & New Zealand), To develop and enhance the business's talent to support the overall business strategy, Participate in adoption initiatives and assist the team & leadership with project management, Refine operational metrics for team & system for measuring effectiveness, Evaluate training and performance interventions -Training effectiveness of New Hire training, Perform periodic diagnostic study on business performance, reporting and feedback to proactively identify areas of improvement and mitigate the risk, Evaluate the processes requirements for RPA readiness, Perform periodic validation and analysis to identify the levers for business productivity enhancement, Identify, implement and manage cross-site process improvement, automation opportunities and transformation, Develop and track business and marketing plans with the customers / partners.
• 08/2010, 11/2012, Quatrro Global Services Pvt Ltd, Head - Operations | CS | Transitions, Quatrro is a global services company offering business and knowledge processing services to organizations seeking higher operational effectiveness, greater flexibility and lower operating costs., Spearheaded organization/account level operations for all LOB's, Run and operate tele-sales channel with focus on digital/online platform, Monitor instructor performance to verify training is conducted as outlined in approved training materials and in a manner that motivates personnel to learn., Verify that the training staff has obtained and is maintaining their technical and instructional knowledge and skills., L & D SPOC for the process of 1000+ associates, HOD for M&A(Merger and Acquisitions), transition 10+ projects in two financial years., Streamline the transition queue.
• 01/2006, 07/2010, Dell International, Program Lead - Sales | Revenue Generation | Operations, Dell is an American multinational computer technology company based in Round Rock, Texas, United States, that develops, sells, repairs, and supports computers and related products and services., Responsible for structural delivery of the Revenue Generation Queue(Global Initiative of Introducing Sales in Consumer Technical Support), Spearheaded Project Octane, intranet based logical decision tree to help agents assist in Sales, Project XPR, 450+ agents trained within a month, immediate impact seen on repeat rate, Managed support manager and product support group to ensure reoccurring issues getting resolved on immediate basis, Devise Operating Plan for the sales queue and plan accordingly, Managed Revenue for the teams and in regards for driving low AHT, with good CE., Taking 1x1 with the team members and understanding their challenges and decides an action plan
• 01/2000, 12/2005, Universal Cyber Infoway Pvt. Ltd., Manager - Operations, UCIL is a BPO with a view to extend offshore services related to customer and billing support in telecom industry, Managed a team of 100 Call Centre Representatives for telecom sales for Australia and Canada Region., Ensuring team targets and individual targets are met, been a high performer and fast tracker in the organization all through., Conducting Training Programs and Inductions for new joinees as well as change trainings for process updates