Kunal Kumar Email & Phone Number

Auckland, New Zealand

Leading development and execution of CX & Delivery strategyHeading divisional customer technology programmes including migration to cloud-based telephony (Amazon Connect/Vodafone Connect) and Field Service, lead-to-cash and Customer Relationship Management (CRM) capabilities through Microsoft Dynamics 365Leading channel delivery across several disciplines including sales, service, dispatch functions in a fast-paced 24/7 environment.Headed workforce and payroll functions for 200+… Show more Leading development and execution of CX & Delivery strategyHeading divisional customer technology programmes including migration to cloud-based telephony (Amazon Connect/Vodafone Connect) and Field Service, lead-to-cash and Customer Relationship Management (CRM) capabilities through Microsoft Dynamics 365Leading channel delivery across several disciplines including sales, service, dispatch functions in a fast-paced 24/7 environment.Headed workforce and payroll functions for 200+ employees across multiple sites.Developing people capability; 200+ employees across two physical sites and expansion to remote work and to regions (Palmerston North and Christchurch)Instituting change programs to position delivery channels to deliver improved customer-centricity, achieving world-class NPS results ranging between 80 and 84 consistently. Show less

Led the evaluation, due diligence, acquisition and insourcing of AA Auto Glass Limited Led the design and implementation of the end to end customer experience and operating model to support the customer value proposition.Led the implementation of Salesforce and Field Service Lightening to support the operating model.Developed new service capabilities including Rapid Recovery Service delivering enahanced CX and $1.1M in annual savings

Auckland, New Zealand

Implemented new CRM and workshop management software and change management to drive improvements in efficiency and overall operational capacity.Successfully onboarded three (3) new B2B clients, incorporating new Standard Operating Procedures (SOPs) for seamless integration.Revamped warehouse and workshop layouts to boost capacity and minimize downtime.Developed and implemented operational strategies aligned with company’s strategic objectives.Streamlined and optimised business… Show more Implemented new CRM and workshop management software and change management to drive improvements in efficiency and overall operational capacity.Successfully onboarded three (3) new B2B clients, incorporating new Standard Operating Procedures (SOPs) for seamless integration.Revamped warehouse and workshop layouts to boost capacity and minimize downtime.Developed and implemented operational strategies aligned with company’s strategic objectives.Streamlined and optimised business processes to improve efficiency, reduce costs, and enhance productivity.Allocated resources effectively to achieve operational targets and strategic initiatives.Established performance metrics and key performance indicators (KPIs) to assess operational performance and make data-driven decisions. Identified potential risks and developed strategies to mitigate them, ensuring business continuity and resilience. Overseen relationships with vendors and suppliers, negotiated contracts, and ensured the timely delivery of goods and services.Implemented quality control measures to maintain high standards for products and services, ensuring customer satisfaction. Leveraged technology to enhance operational efficiency, implementing relevant software systems and tools.Developed and manage budgets, monitored expenses, and identified opportunities for cost savings. Show less

Auckland, New Zealand

Successfully set-up and launched JV Company – AA Home Limited.Reporting to AA Home Limited Board, led the development and delivery of AA Home’s strategy to acquire, embed and serve customers through products, offers service and care that are tailored for segment/situation in line with strategic objectives.Led the strategic positioning of AA Home to diversify AA business beyond the traditional roadside assistance offering, by establishing a footprint in the home emergency, repairs and… Show more Successfully set-up and launched JV Company – AA Home Limited.Reporting to AA Home Limited Board, led the development and delivery of AA Home’s strategy to acquire, embed and serve customers through products, offers service and care that are tailored for segment/situation in line with strategic objectives.Led the strategic positioning of AA Home to diversify AA business beyond the traditional roadside assistance offering, by establishing a footprint in the home emergency, repairs and maintenance market.Strengthened AA Insurance position in the home insurance category. Created and maintained a seamless end to end customer journey experience, which supported value growth and focused on increasing the number of new customers joining AA Home.Acquired product subscription from a zero base to 70,000+ in year 1Awarded 4 major awards in the 2018 TVNZ Marketing Awards - Supreme Award, Best Brand Extension, Best Collaboration and Consumer Products and Services Award.Expanded product offering to all major NZ CentresLed the negotiation an early exit from a four year service delivery partnership agreement Show less

Auckland, New Zealand

Providing leadership and direction to a team of experts and specialists. Scope of role included translation of business strategies into executionable plans, business performance monitoring, business planning, budget development, P&L, deployment of improvement projects, strategic workforce & capacity planning, overseeing business reporting and insights, commercial valuations, pricing, customer feedback, quality assurance, billing and recoveries.Developing CX strategies and execution… Show more Providing leadership and direction to a team of experts and specialists. Scope of role included translation of business strategies into executionable plans, business performance monitoring, business planning, budget development, P&L, deployment of improvement projects, strategic workforce & capacity planning, overseeing business reporting and insights, commercial valuations, pricing, customer feedback, quality assurance, billing and recoveries.Developing CX strategies and execution plans.Heading capacity planning programmes Show less

Leading 24x7 B2B and B2B2C operation.Led business restructures to develop growth, effectiveness and efficiency opportunities.Led Contact Centre as a Service (CCaaS) function

Led 24x7 Sales and Service (NZ and AU) operation

Auckland, New Zealand

Several leadership roles.

Fiji