Sonu Kumar Gupta Email & Phone Number

Bengaluru, Karnataka, India

Acted as a Strategic Advisor and Liaison officer for the Customer success team to drive greater Revenue Expansion and Customer Stickiness.• Co-driven the planning and execution around the company Annual Operating Plan (AOP) for the entire Customer Success team.• Administered, maintained and presented the Reporting & Analytics on bookings performance, book to cash and Cash flow forecasting to the internal stakeholders (Senior Executives & leadership) and external stakeholders (Board).• Track leading & lagging indicators of pipeline for Renewals, Upsells, and Cross-sell and organized monthly/fort-nightly review with the Leadership.• Churn prevention: Conceptualized and implemented Account Health score model, Red flagging the accounts at risk every month.• Facilitated and participated in Quarterly Business Review meetings with key stakeholders, including senior executives, leadership, and cross-functional teams.• Managed the Sales Technology Stack end-to-end as an administrator. Driven the tool adoption and usage optimization through continuous training & enablement sessions.• Lead the Quarterly Commissions calculation along with periodic Rewards & Recognition program for the entire Customer Success team.• Coordinating with all key verticals of the organization in operations related matter (Product Development, Sales, Finance, Legal, Account Management and Operations).

Varthur Kodi, Whitefield

Responsible for smooth and efficient day-to-operations within the team of 20.Organizes the work of the team, assigns tasks via Freshdesk dashboard, sets short- term priorities, monitors all activities and ensures timely and accurate completion of the workAuditing of Agent’s work and making Performance Report- weekly, monthly and quarterly.Responsible to coach assigned Agents on observed areas for improvement with respect to product, process, soft skills and communication.Checking on Emails/Chat/Calls by tracking FCR and other parameters- Resolution Time, Quality Score, CSAT & continuously review & coach agents on the same- New Initiatives: 30%- Overall Ops Rating: 25% [Target: 30% improvement on existing rating]- Executive Knowledge: 25% [Target: 30% improvement on existing rating]- Rating on Resolution Quality: 20% [Target: 30% improvement on existing rating]Required to come up with innovative ideas which will make the overall work more efficient and cost effective. Cross-functional team leadership, which includes overseeing the whole processing of Happay prepaid Cards & Pins, KYC, Customer Queries, Onboarding & Escalations handling. Responsible for training new recruits. Ensuring team achieves FCR(80%), CSAT(90%) & Quality monitoring targets. Adhering to SLAs and legal compliance. Managing the operations of business by coordinating with all key verticals of the organization (Product, Sales, Finance, Tech and Operations).Card Operations Involves overseeing the end-to-end processing of prepaid Happay cards & PINs. Ensuring necessary configuration set-up to make the cards ready for transactions. (Tools – nSTAGE, OPS-Dashboard) First level of troubleshooting of any issue related to card assignment and usage. Separate team operates to ensure timely KYC verification of users to activate them for card usage. Handling transaction/disputed transactions related cases by using VROL-Visa Resolve Online tool.

Running the operations of an entire centre.Staff Training.Coordinating with party logistics ex- Shadowfox, RoadrunnerLead a team of 20 in managing operational processes.Process optimisation and handling escalations.

Postgraduate Programe, Data Science And Business Analytics

Bachelor Of Engineering - Be, Electrical, Electronics And Communications Engineering, 8.67

Education record