Kumar A. Email & Phone Number

Gurugram, Haryana, India

Taking charge as the custodian of customer service, acquisition, retention, and resident support processes.Handling social media/Founder’s escalationsCurating a memorable living experience for the residents, ensuring utmost customer delight.Delivering First Incident Resolution by handling customer requests and resolving customer issues as often as possible during the first contactManaging the CX support Ops including end-to-end complaints, payment support, etc.Identifying functions and activities where Standard Operating Procedures need to be defined.Building customer on-boarding and engagement playbook that can be replicated at scale.Owning end-to-end responsibility of initiatives driven from the corporate officeMonitor team performance and report on metricsCreate an inspiring team environment with an open communication cultureListen to team members’ feedback and resolve any issues or conflictsGood understanding of SOPs, Loop Closure and Resolution; should identify proactively the broken SOPs/processes to share with design team for changes.Implementing knowledge of Metrics CSAT%, Reopen, high ageing reduction, SLA%, etc.Managing property rentals effectively, including filling vacancies, screening tenants, enforcing leases, and maintaining security.Communicating customer issues with ground operation and kitchen team and devising ways of improving the customer experience, including resolving problems and complaints.

Gurugram, Haryana, India

Develop individualized and group training programs that address specific business needs. Develop training manuals that target tangible results.Communicate customer issues with operation team and devise ways of improving the customer experience, including resolving problems and complaints.Working closely with the CEO and management team to set and/or implement policies, procedures, and to follow through with implementation.Achieving growth and hitting sales target by successfully managing sales team.Develop and implement new rules initiatives, strategies and programs to capture new demographics.Coach sales reps to help them improve their productivity.Work with internal departments such as the marketing and product team to engage with audiences and clients more deeply.Reviewing the reports and taking actions accordingly.Planning employee engagement and R&R activities for the employees.

• Worked on a project called 'Margins and Growth' where the objective was to optimize revenue streams.• Worked on the 2 versions of project SAMBA (Small and Medium Business Acquisition) from the stage of Launch. Managed Corporate Sales, Account Management, Supply for both versions. • Worked closely with the product team and give them ideas in order to enhance the product. • Worked on Marketing aspects of the project wherein we designed different marketing strategies to suit various Target groups via different ways of communication.• Quality assurance of the content of live restaurants on the Zomato fooddelivering app (i.e India, Philippines, UAE & other Middle Eastern markets). • To ensure the quality and efficiency of the third parties associated with Zomatoby taking care of TAT & SLAs.

Gurugram, Haryana, India

Planning, organizing, directing, managing and evaluation of the logistics operations. Worked with internal and external teams to ensure accurate delivery schedule for new and existing orders.

Hyderabad, Telangana, India

Assisting US customers with their technical issues related to the Internet