Kumar Vivek Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Chennai, Tamil Nadu, India

Bengaluru Area, India

Conceived of and led the development of an android APK for an AI-based vernacular conversational voice bot to be integrated into the NiYO Bharat AppCreated REST API documentation for setting up an exhaustive IVR that resolves >55% of NiYO Bharat callsConducted primary research with Indian blue-collared workers to craft NiYO Bharat’s product roadmap Won Founder’s Choice award for implementing a voice-based customer authentication system in NiYOthon 3Wrote user stories to redesign Servicing portions of NiYO Bharat App that’s rated 4.5 with 100K+ downloadsIntegrated WhatsApp for Business API with the existing CRM to provide Global customers with a chat platform, reducing the average agent response time of Global service complaints from 2 hours to <1 minute Set strategic direction of NiYO’s Customer Experience by institutionalizing Net Promoter Score as a central metric; improved NPS of Bharat customers from negative 13 to 40+ through a closed-loop feedback process

Bengaluru Area, India

Plano, Tx

Led discussions with cross-functional product management teams of 20-30 employees to finalize hypotheses to test during first in-house Moments that Matter project for Capital One’s Home Loan businessesDesigned a 450+ question survey and launched it to 2M+ home loan customers of 28 banks across the USBenchmarked customer experiences in terms of 15 functional moments and 20 emotional attributes using decision-tree based classification models on TreeNet (Gradient Boosting algorithm)Introduced 6 identifiable customer segments in the home loan business using machine learning (k-means)Discovered that the application experience was the most exhausting in Capital One’s Home Loan customer journey; also presented the Best-in-Class experiences of its major competitors

Newport Beach, Ca

Facilitated strategic sale of a $200M+ media company by developing valuation models and go-to-market strategies in discussion with senior managementDeveloped and presented an investment summary to help structure a $60M deal for a real estate development projectWrote and presented a paper assessing India’s attractiveness in light of recent political and regulatory changes

Gurgaon, India

Led the budgeting, management accounting and people operations of the 70+ membered divisionDeveloped and launched a turnaround strategy by analyzing margin contributions of 700+ clients from past 3 years and recommending a differentiated pricing model for key clientsNegotiated with CEO, CFO and HR head by simulating divisional performance using spreadsheet models to reduce commission eligibility thresholds by 25% leading to a 50% increase in rewards

Gurgaon, India

Led a team of 3 analysts to build and implement an online application for real time information management and data repository that still serves as division’s in-house knowledge platform for 500+ business pitches annuallyDesigned a business intelligence dashboard to present real time KPIs that reduced management’s follow-up duration with the 12 divisional teams located across 7 cities by >50%Awarded the first ever Young Achiever Award for helping the management achieve divisional profits 70% over 2010 business plan by creating the dashboardCreated online surveys to quantitatively gauge the level of cohesion between the division and the firm’s 100+ central support staffs; secured management’s buy-in to adopt the metrics as one of division’s standard annual KPIs

Hyderabad, New Delhi, Mumbai, Gurgaon

Managed the budgeting, procurement, strategy and schedules of complex construction projects building offices for clients like Microsoft, Hewitt, EMC and a retail outlet for Yum! Restaurants.Managed 300+ people including 3 senior managers, 13 contractors and a labor union to deliver the fit out project of Hewitt office in Mumbai within a budget 15% less than the regional averageAssisted Yum! Restaurants register a record first-day sale by delivering a KFC retail outlet a week before its pre-advertised launch date in one of the busiest malls in Mumbai taking less than 2 months in constructionSaved 30 days in a year-long fit out project of Microsoft office by employing an innovative laser instrument to complete a labor intensive job of floor-marking partitions (2+ miles) earning Special Recognition

Master Of Business Administration (Mba), Business Administration, Management And Operations

Activities and Societies: Finance Director - Integrated Leadership Case Competition; Student Consultant- Discovery project by Yale Center.

Bachelor Of Technology (Btech), Civil Engineering

Activities and Societies: Hockey Captain - R.P Hall of Residence; Head Corporate and Arena Management team Spring Fest '05

Education record

Education record