Ajay Kumar

About Ajay Kumar

Specializes in customer service and & believes in customer first approach. Strives to provide the best experience to every customer. Setting-up the best experience for customer and making their life easy.A dynamic leader with over ~15 Y of hands-on proven experience in Customer Experience, Service and Support, focused on digital transformation, people management, process Improvement and strategic planning along transformation roadmaps. Good command on vendor management and Omni channel support [IB,OB,ORM,E-Mail, Chat, Self-Serv, VC & chatbots, Backend, Escalations, Grievance, CMN, IVR etc.].I’m an author and implementer of strategic plans, an grad with product and technology expertise. I focus on employee-centric culture with high productivity. I have trained the best in class, diverse teams. I have gotten numerous major new content initiatives and new teams off the ground as well. Have achieved many amazing things in my career, yet nothing compares to my pride for making customer’s happy.Specialties:+Omni- Channel customer support +People Management+Multiple vendor management+Process Improvement and Automation+Project management+Leader in backend management+Refund & fraud management+R&P+Strategic Planning+Cross-functional Initiatives+Operational Excellence+Skilled Multi-tasker+Transition Management+Developed and build customer service operations from scratchdelivering excellent E2E experiences for multiple startups+ Escalation management (ORM)+ Designed L2 and L3 backend operations+ Active listening, Adaptability & Teamwork+ Problem-solving and decision-making+ Customer care processes and techniques+ Customer-centric culture building+ Customer experience management (CEM)+ Customer journey and satisfaction drivers+ Process roadmaps, SOP’s, DT & workflows+ Digital transformation & data analytics+ Improvement, optimization & efficiency+ Project and change management+ Quality assurance and compliance+ Technology integration and automation+ Vendor performance and CX Budget

Experience

1. Operations Manager

   Air India Express

   Nov 2025 — Present · Gurugram, IN

Education

• RMPG

  Bachelor's degree