Deepak Kumar
Call Center Manager
Bratislava
Summary
Accomplished Call Center Manager with a proven track record, enhancing customer satisfaction through strategic CRM software integration and team leadership. Expert in resource planning and employee motivation, I've significantly boosted operational efficiency and staff retention. Skilled in performance metrics analysis, my approach focuses on impactful achievements and continuous improvement.
Overview
16
16
years of professional experience
Work History
Call Center Manager
Amazon
02.2023 - Current
- Directed a team of 50+ customer service representatives, achieving improvement in customer satisfaction ratings.
- Oversaw the integration of a new CRM system resulting in an increase in call center efficiency and improved customer experience.
- Developed and led training protocols for new software adoption, contributing to reduction in onboarding time for new staff.
- Managed the call center budget, cutting costs through strategic vendor negotiations and streamlining technology resources.
- Collaborated with IT department to customize call center software, enhancing representative productivity.
Call Center Operations Manager
LafargeHolcim
11.2019 - 12.2022
- Streamlined call center operations, lifting the team to meet a record of 100% customer service level agreements.
- Managed after-hours support team, ensuring seamless operations and customer satisfaction.
- Pioneered a workforce optimization initiative that boosted employee retention.
- Negotiated with telecom vendors to reduce overhead, reallocating savings into staff training programs.
- Regularly analyzed performance data to adjust strategies, leading to a 10% year-over-year increase in productivity.
Customer Service Manager
Accenture
09.2008 - 12.2017
- Led a cross-departmental project that improved ticketing process efficiency.
- Implemented a mentoring system that increased team morale.
- Enhanced customer feedback collection, instrumental for product improvement decisions.
- Managed critical incident resolution efforts, reducing average resolution time.
Education
MBA - Business Administration And Management
IGNOU
New Delhi, India 04.2001 -
Bachelor of Commerce -
Delhi University
New Delhi, India 04.2001 -
High School Diploma -
New Green Field School
New Delhi, India 04.2001 -
Skills
Customer Service Management
Resource Planning
Performance Metrics Analysis
CRM Software
Quality controls
Report Preparation
Employee Motivation
Accomplishments
Cost Reduction Leader
Successfully reduced cost in ServiceDesk by eliminating manual tasks and processes. Implementing CRM tool, ChatBot and integrating with SAP, reinvesting in staff development at Holcim.
Knowledge Academy
Achieved Introduced Knowledge Academy for the ServiceDesk team containing SOPs, process flows, updates, changes and cross-functional documents.
Improvement Projects
Led various CIP projects including white belt to black belt for continuous improvements.
Data Analytics by Automated Reports
Automated the reports with the help on RPA team and used them for data analytics for planning, forecasting and execution.
Top Customer Satisfaction Score
Achieved the highest customer satisfaction score in the company's history at Accenture, reaching 100%
Innovation Award
Recognized with Accenture's Innovation Award for spearheading a workforce optimization initiative.
Employee Retention Milestone
Led a team-building program that attributed to the lowest turnover rate for three consecutive years at Holcim.
Languages
English
Native language
English
Proficient
C2
Timeline
Call Center Manager
Amazon
02.2023 - Current
Call Center Operations Manager
LafargeHolcim
11.2019 - 12.2022
Customer Service Manager
Accenture
09.2008 - 12.2017
MBA - Business Administration And Management
IGNOU
04.2001 -
Bachelor of Commerce -
Delhi University
04.2001 -
High School Diploma -
New Green Field School
04.2001 -
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