Yogesh Kumar

• Spearheaded strategic team management, optimizing resource utilization, setting targets, and ensuring high customer engagement and retention.

• Achieved operational excellence by streamlining call and ticket response times, designing tasks, and automating internal data flow for quicker consumer insights.

• Successfully forecasted risks and opportunities throughout the customer lifecycle, resulting in a 20% reduction in churn and 15% enhancement in customer engagement.

• Managed talent development and deployment, overseeing recruitment, training, and FTE deployment based on performance reviews and identified needs.

• Collaborated with cross-functional teams, including Co-Founders and Founding team members, to define KPIs and KRAs for a team of 80, driving continuous improvement through process and policy re-engineering efforts.

• Led B2C customer service operations, covering Chat, Email, Escalations, and Vendor Management
• Managed key customer metrics (CSAT, AHT, Quality, SLAs) for optimal performance and satisfaction
• Drove cost, experience, and efficiency projects in collaboration with Tech and Product managers
• Defined KPIs and KRAs for a team of 30, overseeing Emails, Social Media Escalations, Calls, and Chat
• Implemented process/policy re-engineering with cross-functional teams, acted as a Project Manager for strategic initiatives focusing on cost reduction and improved customer experience.

• Analyze customer data to improve customer experience
• Led the team of customer success executives to ensure smooth operations, customer service and upselling
• Develop and manage client portfolios
• Setting target and expectations with the team and distributing data and new client account among to CRM and customer success team
• Worked with technology and sales team to implement tools for better operation productivity and results
• Sharing team reports & achievements of the team with the head of the department and founders.

• Started as Senior Executive, Promoted to Team Leader within 6 months
• Guiding Teammates towards efficient and swift closures after in-depth discussions on cases
• Auditing the Emails for SLAs, communication, procedure followed and tagging
• Sharing feedback to reduce the number of misses for faster and more efficient resolution
• Track/Report Errors faced by customers till fixed to Prevent a High number of escalations
• Guiding Team members and constantly restructuring processes for the organization and their personal growth
• Handled Direct Reporting Chats team of 24 associates.

• Worked as a customer service adviser (Voice-Inbound) to handle customer queries, requests as well and escalations.

• Worked on the new process, helped, and advised superiors and clients to improve the process, worked on decreasing the percentage of UTA numbers, and Supervised and handled the team in the absence of the Team Leader
• Took daily performance calls with Clients and shared daily reports
• Worked on escalations to solve port & number transfer issues by contacting other service providers through email.
• Joined in Telefonica O2 process as a customer service associate.