Arun Kumar
Strategic IT Leader | Data-Driven | Championing AI-Driven Solutions | Elite CX & Scalable Ops Across Global Enterprises | Elevating Customer Success Through Strategy, Speed & Smarts
- Role
- Leader, Customer Delivery - Cx Global at Cisco
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Arun Kumar
Insightful IT leader with over 15 years of experience driving global end-user support, IT…
Experience
Leader, Customer Delivery - Cx Global
Sep 2022 — Present · Bengaluru, IN
Lead and mentor a high-performing TAC team, fostering collaboration, productivity and skill development through knowledge sharing and cross-training.• Drive exceptional customer experience, maintaining CSAT scores above 90% consistently, through strategic interventions.• Champion customer success by ensuring a 100% response rate to escalated cases, coaching engineers to resolve 55–60% within 5 days and building solution-focused client relationships.• Optimize team performance using data-driven strategies in Tableau, surpassing KPIs by streamlining processes for scalability and operational efficiency.• Spearhead automation and cognitive projects and AI tools, achieving >97% automation adoption, enhancing workflows and reducing errors.• Collaborate cross-functionally with sales, product, and engineering teams to align on customer needs, identify upsell opportunities and boost revenue retention.• Engage C-Suite and stakeholders with clear, strategic updates, aligning teams and maintaining transparency for project success and risk mitigation.
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