Krunal Bangale

About Krunal Bangale

Results-driven Operations Leader with 21+ years of experience in Contact Center Management, including 10+ years leading large-scale Voice, Chat, and Back Office customer service operations across global E-commerce, Travel, and Telecom industries. Proven track record of building and scaling high-performing teams, optimizing operational efficiency, and delivering measurable improvements in customer experience and business outcomes.Strategic and data-driven, I specialize in aligning operations with business goals, driving continuous improvement, and solving complex challenges in fast-paced, high-pressure environments. Adept at leveraging analytics, BI tools, CRM platforms, and MS Office to informed decision-making, enhance service delivery, and foster customer loyalty at scale.

Experience

1. Senior Manager Operations, Ecommerce Customer Service

   Samsung Electronics America

   Aug 2024 — Present · Englewood Cliffs, NJ, US

   Leading multiple portfolios of specialized Voice, Digital and BackOffice Customer Service Teams for Samsung Electronic America\'s ECommerce B2B and B2C operations. Leading and improving \'Samsung.com & Shop Samsung App\' ECommerce Customer Service Operations teams for consumers and business customers.Leading and optimizing strategic efforts to grow Samsung.com and Samsung.com/business.Helping streamline customer service processes and policies for enhancing Customer Experience (NPS), Reducing Cost and maximizing sales revenue generation.Managing Operational delivery of global BPO vendor partners based out of India, Philippines and Honduras.Collaborating with Samsung HQ, BPO vendor partners, Fulfillment, Engineering and Delivery partners to improve the experience for Consumers and SMB\'s.Leading specialized strategic project on reducing returns for high value Home Appliances & Visual Display products and minimizing logistics and reverse logistics costs resulting in savings of $1Mn+ monthly.Implementing continuous improvement and Data-driven performance management to improve Quality/NPS by 20% and reduce BackOffice Backlog by 70% positively impacting customer advocacy and retention.

Education

• JAI HIND COLLEGE, MUMBAI

  Bachelor of Science - BS, Computer Science

• SP Jain School of Global Management - Dubai, Mumbai, Singapore & Sydney

  Executive MBA, Business Administration, Management and Operations

Skills

• Process Improvement
• Management
• Team Building
• Business Process Improvement
• Coaching
• Team Management
• Quality Management
• Operations Management
• Leadership
• Service Delivery
• Bpo
• Client Relations
• Customer Service
• Team Leadership
• Microsoft Excel