Amit Kumar
Customer Experience | Collections | Inside Sales Leader | Driving Scalable Growth, High-Impact CX, & Operational Excellence | 18+ Years Across Global Teams
- Role
- Head of Customer Support & Inside Sales at Rotimatic
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Amit Kumar
I’m a Customer Experience and Operations Leader with 18+ years driving global…
Experience
Head of Customer Support & Inside Sales
May 2022 — Present · Gurugram, IN
Led a team across 3 countries in a hybrid setup, combining in-house & vendor-supported customer support & inside sales professionals. Achieved a 41% increase in team productivity and a 57% reduction in turnover+Customer Success: Implemented comprehensive customer success strategies, resulting in a 27% increase in Net Promoter Score (NPS), a 42% boost in customer retention rates, a 13% improvement in social media ratings, and over 1500 organic reviews on Trustpilot+Revenue Amplification: Engineered inside sales campaigns that drove a 40% revenue increase within one year, contributing to a $4.1 million USD growth in annual sales+Operational Efficiency: Led continuous process improvement initiatives, reducing response times by 92% and enhancing operational efficiency, saving the company $1.4 million annually through decreased repeat calls+Team Building & Development: Built and led high-performing team, fostering a culture of continuous learning & excellence, resulting in a 97% employee satisfaction rate+Cost Management & Optimization: Achieved a 35% reduction in operational costs while maintaining high quality, saving the company $1.5 million per year+Cross-Functional Collaboration: Collaborated with product, marketing, & IT team to integrate sales strategies & ensured seamless customer experience, achieved 15% increase in cross-departmental project success+Customer Feedback Integration: Utilized customer feedback to drive product and service improvements, leading to a 15% increase in customer satisfaction ratings and a 26% decrease in service-related complaints.+Data-Driven Insights: Leveraged advanced analytics to identify key trends and opportunities, improving forecasting accuracy by 28% and enhancing sales performance by 32%.+Industry Recognition: Delivered award-winning customer support services, earning multiple accolades for excellence in customer satisfaction and support, including a 4.7-star rating on major review platforms
Education
Delhi University
Bachelor of Commerce - BCom
1996 — 1999
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