Satinder Kumar Email & Phone Number

I am 39 years old, total work experience of 18+ years and 8+ years of experience in solutions. In last 18 years I worked with multiple organizations at different roles and managed Operations, Training, Quality and Pre-SalesIn my current role, I am part of the Presales team. I have completed 8 years in Solution team. Experience in solution design for APAC (INDIA, Japan, Philippines, ASEAN region, and China), Middle east, US, and UK clients across Banking, Travel Telecom, CRM, Retail and Technical processes Deliverables in my current roleHelping our clients grow and rebuild their businesses by taking a 360° view of the Business Processes, providing and outside in assessment of the customer experience throughout the CLM touchpoints, consultative re-designing to improve CX/CI across end-to-end customer journey. Contact Center Technology, Website and Mobil App dev and support, Digital Sales, Marketing and Care, Loyalty, Customer and Technical Support, Contact Elimination, Channel Strategy, Translation, COMO, Automation, RPA, Desktop Productivity Improvement, Rev Gen, Reduced cost for Sales and Collections, Analytics, VOCSolution Design & Development: - Understanding the scope & client needs, top pain areas,future growth prospect, overall digital maturity, current IT infra and how do they want toservice their customers in the long run.Tech Infusion - Identifying opportunities in the deal to deploy BOT's (Voice, Chat, Back-office & Email), AI, Automation, Analytics, Contact elimination, Channel Deflation, VOC, Work from home tools and platforms (Translation, Chat, Email, CRM, Reporting).Location Strategy - Identifying and Proposing sites to client considering talent pool availability, Language requirement, Language proficiency, operational capability and scalability.Location Nuances - Understanding country / geo / location nuances (Working hours as per country labor law, foreign language premium, overtime payouts, holiday payouts, leave policy, shift / taxi and meal allowance)Price Modelling - Suggesting best suited price modelling (FTE, Transaction, Login hour,Productive hour, Per productive minute, Cost + Margin, Flat deal term pricing, Year on Year pricing with COLA & Gain share)Identifying Cross skilling opportunities to offer productivity benefits (Merger of Queues, Translation of foreign languages to common language)Proposal writing – Working with proposal writing teams to create overall proposal framework. Making sure key solution unique selling points are captured and all client questions are addressed.

Listed skills include Crm, Training, Quality Assurance, Customer Service, and 13 others.