Amit Kumar

Operations Associate

New Delhi, Delhi, India16 yrs 3 mos experience
Highly Stable

Key Highlights

  • 16 years of experience in customer service industry.
  • Improved CSAT by 25% within 5 months.
  • Managed operations for 150 students across 15 properties.
Stackforce AI infers this person is a Customer Experience and Operations Management expert in E-commerce and Food Delivery sectors.

Contact

LinkedIn

Skills

Core Skills

Vendor ManagementTeam ManagementCustomer Service OperationsProject ManagementCapacity Planning

Other Skills

Operations ManagementMarketingComplaint ManagementProblem SolvingUser Experience (UX)Analytical SkillsStaffing PlansPeople-OrientedEngagement strategyProcess optimizationCross department collaborationCustomer centric approachRoot Cause AnalysisBusiness Process ImprovementTeam Leadership

About

Highly result driven individual with 16 years of experience with 8 years in customer service industry. A competent professional with experience in operations, vendor management & project management with high ownership level.

Experience

16 yrs 3 mos
Total Experience
4 yrs
Average Tenure
--
Current Experience

Bb associates & pgs

Operations Manager

Feb 2024 – Jan 2025 · 11 mos · New Delhi, Delhi, India · Hybrid

  • Managed overall operations for 15 properties comprising of 150 students
  • Managed the offline & online marketing for lead generation
  • Created the commission model for all institutes & offices dealing with us
  • Kept the track of various utility costs to control unwanted expenditure
  • Ensured that all the basic utilities are working smoothly at all the properties
  • Ensured proper documentation for all the students were inline within legal prospects
  • Addressed complaints in fair & timely manner
  • Ensured timely & consistent rent collection, as agreed upon
Operations ManagementMarketingComplaint ManagementVendor ManagementTeam Management

Dailyobjects

Customer Experience Head

Jan 2022 – Jun 2023 · 1 yr 5 mos · Gurugram, Haryana, India

  • Responsible for managing Pan India customer support operations
  • Improved CSAT by 25% in a span of 5 months
  • Improved emails first response time by 12 hours within 2 months
  • Repeat queries reduced by 15 - 18% on both calls and emails
  • First response SLA for queries on social platforms reduced by 5-6 hours. Currently at <30 minutes for operational hours
  • Missed calls % reduced to <5% which is an improvement for ~5-7%
  • Improvement of ~10% in refunds i.e. 10% less refunds to be initiated for return request by introducing different modes of compensation which can be utilized on our platform
  • Worked on automations for return/exchange flow which increased day end closure efficiency by 50%
  • Ensuring consultative approach among the team members for excellent UX
  • Implementing strategies increase business growth hand to hand with UX
  • Analyzing metrics to identify areas of improvement & strengthened the operations for smooth flow
  • Products improvement initiatives based on customer feedbacks
  • Optimizing policies in alignment with business goals keeping customer satisfaction at par
Customer Service OperationsProblem SolvingUser Experience (UX)Project Management

Zomato

3 roles

Assistant Manager

Promoted

Apr 2018 – Jan 2022 · 3 yrs 9 mos

  • Responsible for overall customer service operations for UAE & Lebanon (120 FTEs)
  • Reduced customer compensation cost by 8%
  • Improved customer compensation compliance by ~7%
  • Reduced partial refunds to less than 1% in 2 months
  • Devising strategies for periodic ramp ups basis capacity planning
  • Responsible for daily staffing & ensuring line adherence
  • Responsible for overall site performance in terms of agreed SLAs
  • Holding weekly performance reviews with the vendor partners
  • Managing training material for new hires and taking care of Quality as a separate process
  • Validating monthly costs for the project
  • Running & controlling a compliance check process on outgoing costs in the form of compensations to customers
  • Sharing new ideas & suggestions for process improvement which in turn improves UX
  • Creating RCAs (Root cause analysis) for the project breakages
  • Experimenting process enhancement & efficiency optimization projects with the ground team
Problem SolvingStaffing PlansCustomer Service OperationsCapacity Planning

Team Lead

Promoted

Apr 2016 – Mar 2018 · 1 yr 11 mos

People-Oriented

Senior Associate

Jul 2015 – Mar 2016 · 8 mos

Jabong

Content Writer

Dec 2013 – Jul 2015 · 1 yr 7 mos · Gurugram, Haryana, India

Vertex india customer services pvt. ltd.

Team Manager

Dec 2005 – Nov 2012 · 6 yrs 11 mos · Gurugram, Haryana, India

  • Managed UK based projects for Severn Trent Waters, United Utilities and Deutsche Bank Mortgage
  • Services
  • Managed a team of 30 associates
  • Completed transition project for metering project. Was sent to UK to complete the transition which was successful

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