Neeraj K.

Operations Associate

Gurugram, Haryana, India10 yrs 11 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Increased on-time delivery performance from 62% to 91%.
Reduced delivery costs by 12% through dynamic route optimization.
Led AI-powered initiatives to cut ticket resolution times by 30%.

Stackforce AI infers this person is a SaaS logistics and customer support optimization expert.

Contact

nkumar070593@gmail.com LinkedIn

Skills

Core Skills

Customer SupportProcess ImprovementProduct SupportTechnical Support

Other Skills

AI-driven AutomationAgile MethodologiesAnalytical SkillsApplication SupportArtificial Intelligence (AI)Business-to-Business (B2B)CRM MigrationChange ManagementClient ServicesCollections ManagementCommunicationContact Center OperationsCritical ThinkingCustomer ExperienceCustomer Experience Design

About

I am an MBA professional with over a decade of experience transforming logistics and transportation operations across SaaS, e-commerce, and tech-enabled industries. With a proven track record in process optimization, AI-driven automation, and supply chain excellence, I specialize in driving measurable outcomes for global enterprises. At Shipsy, I spearheaded digital transformation projects across KSA, UAE, and EU, enhancing supply chain efficiency and achieving recognition in Gartner's Magic Quadrant. My expertise extends to cost optimization, vendor management, and scaling product operations for growth. Key highlights of my career include: 📈 Increasing on time delivery performance from 62% to 91% through strategic mobile app interventions. 🚚 Reducing delivery costs by 12% via dynamic route optimization. 💡 Leading AI-powered initiatives to cut ticket resolution times by 30%. 🤝 Cultivating C-suite relationships to resolve operational challenges and drive innovation. Let’s connect to explore how I can contribute to optimizing logistics, enhancing customer satisfaction, and delivering operational excellence in your organization.

Experience

Shipsy

2 roles

Senior Manager Customer Support

Promoted

Apr 2024 – Present · 1 yr 11 mos · Gurugram, Haryana, India

Drove stakeholder adoption of the central ticketing portal through data-led persuasion and process redesign, achieving 85% same-day ticket resolution and 20% fewer SLA breaches.
Improved client experience by integrating conversational AI to resolve standard queries instantly, boosting CSAT from 3.2 to 4.5 within 6 months and enhancing support reliability.
Reduced 25% repetitive ticket volume by deploying AI chatbots and automation, improving CSAT from 3.2 to 4.5 and operational efficiency through Process Improvement and KPI tracking.
Built a data-driven feedback loop between support and product using tagged issue analytics, reducing repeat tickets by 21%.
Built a Google Apps Script automation to parse support emails into Google Sheets, enabling real-time issue categorization and revealing 30% recurring issues that guided product fixes.
Designed and deployed self-help tools and guided content to enable customer self-resolution, reducing ticket inflow by 21% in 6 months and enhancing technical support capacity for complex issues.
Earned client and leadership trust as the go-to escalation manager within six months; streamlined escalation handling and improved CSAT.
Automated ticket triage and routing using n8n workflows and improved analytics through Google Apps Scripts, reducing first response time by 15% and improving routing accuracy to 98%.

Customer SupportAI-driven AutomationProcess ImprovementData AnalyticsStakeholder Management

Manager-Customer Support

Feb 2022 – Mar 2024 · 2 yrs 1 mo · Gurugram, Haryana, India

Udaan.com

Product Support Manager

Nov 2019 – May 2021 · 1 yr 6 mos · Bengaluru, Karnataka, India · On-site

Spearheaded UAT process improvement by creating a checklist and coordinating UAT, reducing post-deployment issues by 20% and enhancing release confidence through effective Change Management.
Conducted on-ground product assessments with internal users, driving feature improvements and boosting application adoption by 30% across departments.
Standardized support SOPs and audit routines across teams, achieving full compliance in internal quality reviews.
Led critical incident management during high-volume operations — arranging SOS calls, coordinating cross-functional fixes, and conducting RCA sessions to reduce outage recovery time by 20%.
Improved operational efficiency by implementing a ticketing system with defined SLAs and on-call schedules, increasing SLA adherence to 95% and ensuring uninterrupted coverage during seasonal surges.

Product SupportChange ManagementOperational Efficiency

Mahindra logistics

Support Team Lead

Jun 2014 – Nov 2019 · 5 yrs 5 mos · Gurugram, Haryana, India · On-site

Addressed fragmented telephony by deploying Genesys cloud for unified tracking, reducing missed callbacks by 30% and improving SLA adherence by 20% through defined IVR flows and agent training.
Promoted to Team Lead for technical support; mentored engineers, standardized incident workflows, and drove a measurable improvement in SLA performance.
Initiated a process-oriented approach by creating a centralized knowledge base, reducing duplicate tickets by 22% and improving first-contact resolution.
Migrated customer analytics from legacy systems to Amazon Redshift, improving report speed by 70% and enabling real-time SLA visibility.
Drove quality-assurance discipline across multi-location support teams, lifting SLA compliance to 91 % and CSAT from 3.2 to 4.5 through data-driven coaching and metrics visibility.
Led CRM migration from outsourced to in-house, improving response time by 35% and establishing transparent, data-driven support operations.

Technical SupportProcess ImprovementCRM Migration