Kunal Sinha

About Kunal Sinha

I am a seasoned customer support and post-sales leader with 13+ years of experience in B2B customer service and technical support, specializing in SaaS and enterprise talent solutions across APAC. I currently lead post-sales support for LinkedIn’s Talent Solutions clients, where I focus on reducing escalations, optimizing platform performance, and driving measurable improvements in customer satisfaction and retention.In my current role, I mentor a 10-member support team, ensuring operational excellence through disciplined tracking of SLA, CSAT, and QA metrics. I design and facilitate trainings, feedback sessions, and knowledge-sharing forums to build high-performing, customer-centric teams. One of my key contributions has been designing a mentoring program that significantly accelerated onboarding, improved operational readiness, and strengthened overall team capability.My work has been recognized with multiple LinkedIn awards, including- Best Results Award - Club Award - Wall of Fame Award - Helpful Hero Award These recognitions reflect my commitment to delivering high-impact outcomes, whether that involves resolving complex client issues, enhancing support workflows, or driving cross-functional initiatives.I work closely with Sales, Learning Solutions, Product Support, and Engineering to deliver seamless client experiences and continuous system enhancements. By combining data-driven insights with a deep understanding of customer needs, I help translate feedback into process improvements and product optimizations that benefit both clients and the business.Key skills and focus areas include- Customer Support Leadership & Team Management - B2B Post‑Sales & Enterprise Client Support - Process Improvement & Operational Excellence - Training, Coaching & Mentoring - Stakeholder Management & Cross-Functional Collaboration - Data Storytelling, Power BI & Advanced Excel - Performance Measurement (SLA, CSAT, QA) Looking ahead, I am focused on expanding my impact in customer experience, support operations, and people leadership. I am particularly interested in roles where I can build and scale high-performing teams, implement data-informed strategies, and lead initiatives that enhance customer value, operational efficiency, and organizational growth.You can view selected work examples and further details in my portfolio: https://tinyurl.com/4sn7hk32 I am open to connecting with leaders and organizations who value customer-centricity, operational rigor, and continuous improvement in the customer experience.

Experience

1. Senior Consultant- Talent Solutions

   Linkedin

   Apr 2022 — Present

   Act as the point of contact for escalations, inter-shift coordination, and cross-functional collaboration. Conduct regular team huddles, feedback sessions, and refresher trainings to ensure alignment and growth. Track SLA, CSAT, and QA metrics, delivering actionable insights and monthly performance reviews. Led initiatives that reduced escalations by 15% and improved accuracy across support tasks. Led cross-functional initiatives to develop, test, and launch new features, driving system enhancements and increasing platform performance by 20%. Designed and implemented a mentoring program for new hires, resulting in faster onboarding and improved operational readiness. Impact Hero Award winner for 3 Quarters LinkedIn Club Award Winner (2025)

Education

• Kuvempu University, Shankaraghatta, Shimoga

  Bachelor of Science, Information Technology

• Sikkim Manipal University - Distance Education

  Master of Business Administration - MBA, Marketing

Skills

• Communication
• Relationship Development
• Microsoft Excel
• Microsoft Outlook
• Customer Relationship Management (Crm)
• Customer Service
• Business Relationship Management
• Microsoft Office
• Microsoft Word
• Microsoft Powerpoint
• Enterprise Marketing
• Teamwork
• Team Management
• Organizational Leadership
• Social Media
• Spreadsheets
• Business Strategy
• Customer Experience
• Banking Relationships
• Talent Management