Rajeev Kumar
Customer Experience & Operations Leader | 16+ Years Across Travel, BPO, Gaming, Cards & Telecom Industry | Ex-Amex GBT, John Paul (SG), Fareportal | Team & Process Builder
- Role
- Customer Support Manager at Rario
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Rajeev Kumar
I bring 17+ years of experience across service delivery and customer operations, with a…
Experience
Customer Support Manager
Aug 2021 — Present · Mumbai, IN
Established the entire customer support infrastructure from scratch including omnichannel integration (voice, chat, email) via Freshdesk.• Successfully managed and led teams of up to 40 people.(1-Am, 2-TC, 2- QA & 35 CSA).• Designed and implemented KPIs, KRAs, SOPs, and escalation frameworks for all support operations.• Set up IVR workflows, call routing structures, and automated triggers for incoming user queries.• Built and maintained strong relationships with key stakeholders, including customers, vendors, and partners.• Managed workforce planning and participated in HR functions.• Coordinated with Tech, Product, and Ops teams to ensure optimal support flows and system uptime.• Generated and analyzed statistical reports for performance and staffing.• Conducted staff coaching, mentoring, and career development.• Managed employee engagement and recognition.• Developed onboarding curriculum and on-demand training modules.• Integrated tools such as Twilio, Retool, Sendgrid, and Slack for ticket notifications and user communication.• Responsible for CRM process development and knowledge base maintenance
Education
Swami Vivekanand Subharti University(SVSU)
Master of Business Administration - MBA
Babasaheb Bhimrao Ambedkar Bihar University
Bachelor’s Degree
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.