Kumar Yash Email and Phone Number
🌟 About Me:Dedicated and results-driven Customer Success & Business Operations Manager with 6.5 years of experience in leading high-performing teams to deliver exceptional customer experiences. Skilled in developing and implementing customer success strategies, driving retention, and maximizing customer lifetime value. Proficient in analyzing customer feedback and data to identify areas for improvement and implementing effective solutions. Proven track record of driving revenue growth, improving customer satisfaction, and optimizing business processes leading to customer success.🔹 Key Skills:Customer Success ManagementRelationship Building & RetentionCross-functional CollaborationCommunication & Interpersonal SkillsData Analysis & InsightsOperations ManagementProject ManagementPerformance ManagementGrowth StrategiesAccount ManagementMicrosoft Office and CRM Software & ToolsBusiness Operations ManagementProgram Management🔹 Experience Highlights:Current Position - Customer Success and Business Operations Manager at PhysicsWallah1. Currently administering the operations of customer success specialists and customer service associates, providing mentorship and guidance to ensure exceptional service delivery and success.2. Currently managing business operations, including budgeting, forecasting, and resource allocation, to ensure effective delivery of services and collaborating cross-functionally for efficient growth and expansions.4. Providing leadership and direction to the business operations team, fostering a culture of collaboration, accountability, and innovation, along with product enhancement as per the user experience.5. Currently implementing new policies and procedures along with training & development of the team with updates, resulting in a 20% decrease in response time and a 25% increase in customer satisfaction scores.6. Managing customer relationships, monitoring customer health metrics, driving satisfaction and retention through proactive engagement and support leading to a 25% retention rate.7. Spearheading the customer service team, analyzing KPIs such as CES, CSAT, NPS, etc., to identify areas for improvement and implementing strategies for delivering exceptional service and business growth along with developing and leading major projects.Let's connect! I'm always interested in networking with professionals in the customer service operations field and exploring new opportunities to drive excellence in customer service & success operations.WORK HARD || HAVE FUN || MAKE HISTORY
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Business Head (City Business & Operations)Pw (Physicswallah) Nov 2024 - PresentNoida, Uttar Pradesh, India
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Manager - Customer SuccessPw (Physicswallah) Mar 2023 - Nov 2024Noida, Uttar Pradesh, India1. Overseeing the operations of both customer success specialists and customer service associates, I provide mentorship and guidance to ensure exceptional service delivery and success.2. Managing business operations involves budgeting, forecasting, and resource allocation to guarantee effective service delivery while collaborating cross-functionally for efficient growth and expansions.3. Providing leadership and direction to the business operations team, I foster a culture of collaboration, accountability, and innovation, alongside product enhancement to improve user experience.4. Implementing new policies and procedures, along with continuous training and development updates for the team, has led to a 20% decrease in response time and a 25% increase in customer satisfaction scores.5. Managing customer relationships involves monitoring health metrics and driving satisfaction and retention through proactive engagement and support, resulting in a 25% retention rate.6. Spearheading the customer service team, I analyze KPIs such as CES, CSAT, NPS, etc., to identify improvement areas and implement strategies for delivering exceptional service and business growth.
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Manager - Customer ExperienceByju'S Apr 2022 - Mar 2023New Delhi, Delhi, India1. Skillfully managed a team of 20 inbound customer service representatives, ensuring the delivery of exceptional service and swift resolution of customer inquiries, issues, and complaints.2. Monitored and reported on key performance indicators (KPIs) pertaining to customer service and experience, identifying areas for enhancement and implementing strategic action plans to address any issues.3. Strategically designed and implemented customer journey maps to pinpoint key interactions and pain points, resulting in targeted improvements to enhance overall customer satisfaction.4. Regularly prepared and delivered comprehensive reports and updates to senior management, spotlighting key achievements, challenges, and opportunities for improvement within the customer service department.5. Fostered strong relationships with customers through engaging offline sessions at physical centers, facilitating dynamic interactions and ensuring a personalized approach to customer engagement. -
Team Leader - Customer Service OperationsAmazon Aug 2020 - Mar 2022Noida, Uttar Pradesh, India1. Spearheaded a team of 15 inbound international customer service associates, offering guidance, coaching, and support to ensure the attainment of performance targets and the delivery of outstanding service.2. Actively monitored team performance metrics such as Call Quality, ACHT, and CSAT, and devised strategies to foster continuous improvement.3. Conducted routine one-on-one coaching sessions and performance evaluations to offer constructive feedback and facilitate the professional growth of team members.4. Proficiently managed escalated customer issues and complaints, resolving them promptly and satisfactorily to uphold high levels of customer satisfaction. -
Senior Associate - Customer ServiceAmazon Jun 2018 - Jul 2020Noida, Uttar Pradesh, India1. Proficiently managed and resolved intricate customer issues across multiple channels including phones, chats, and email, catering to both International and National marketplaces such as the US, UK, Europe, and India.2. Delivered precise and efficient resolutions to customer issues and inquiries, prioritizing a positive customer experience above all else.3. Demonstrated consistent achievement by meeting or surpassing performance targets for call quality, average handle time, and customer satisfaction metrics, ensuring optimal service delivery and customer satisfaction levels.
Kumar Yash Education Details
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Electrical, Electronics And Communications Engineering
Frequently Asked Questions about Kumar Yash
What company does Kumar Yash work for?
Kumar Yash works for Pw (Physicswallah)
What is Kumar Yash's role at the current company?
Kumar Yash's current role is Business Head at PW || Ex- Byjus || Ex - Amazon.
What schools did Kumar Yash attend?
Kumar Yash attended Noida Institute Of Engineering & Technology.
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Kumar Yash
Analyst @ Deloitte Usi | Machine Learning Engineer | Empowering Customers Through Digitization | Former Secretary-Srm Alumni Association | Let'S InnovateHyderabad -
KUMAR YASH
Pune -
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Kumar Yash
Sourcing Manager @Decathlon Sports India || Ex- Oyo | Ex- Zomato | Ex- Grofers/BlinkitChandigarh, India -
Kumar Yash
Noida
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