Pratik Kumar Email & Phone Number

Results-oriented professional with over 8 years of experience in customer servicing and client handling, currently based in Gurgaon, India. Throughout my career, I've demonstrated a strong commitment to delivering exceptional customer service and driving measurable outcomes. My journey has equipped me with a diverse skill set, including strong communication skills, hands-on experience in team management, and a deep understanding of operations management.In my most recent role as Sr. Executive Sales & Commercial Ops. at Vodafone India Service Pvt. Ltd., I excelled in managing escalated cases, ensuring timely resolution, and maintaining high levels of customer satisfaction. Collaborating with cross-functional teams, I consistently met Service Level Agreements (SLAs) and allocated tasks efficiently to maintain SLA compliance.Prior to that, at DMi Innovations Pvt. Ltd., I served as a Sr. Executive in the Contact Center, where I managed MACD request tickets and maintained regular communication with clients' Points of Contact (POCs) and Carrier POCs to optimize client satisfaction and operational efficiency. I also provided comprehensive ticket management assistance, achieving and maintaining satisfactory quality assurance scores.My tenure at Accenture as a Customer Support Analyst further honed my skills in managing escalated technical cases, conducting DSAT analysis, and collaborating with cross-functional teams to ensure adherence to quality standards. I also supported process trainers in training sessions, fostering a culture of continuous improvement.Before transitioning into the corporate world, I served as a Coordinator in the Contact Center at Awadh International School, where I resolved stakeholder queries efficiently and collaborated with various departments to address stakeholder concerns effectively.In addition to my professional experience, I hold certifications in Mastering 7 Basic Quality Control Tools, Six Sigma Green Belt, Scrum Master, Lean Six Sigma Yellow Belt, and Basic SAP-ERP, further enhancing my expertise in quality control, process improvement, and project management.I am passionate about contributing to dynamic team environments, driving operational excellence, and expanding my skills and knowledge. I am eager to connect with professionals who share similar goals and explore opportunities for collaboration and growth.Let's connect and explore how we can leverage our experiences and expertise to achieve mutual success.