Sandeep Kumar

About Sandeep Kumar

I am a highly driven Customer Service/Success Manager and strategic leader with 10 years of experience dedicated to transforming service operations into key drivers of business growth and retention within the Information Technology and Services industry. My leadership philosophy centres on combining clear, confident decision-making with data-backed strategies to achieve peak performance. Proven Impact & Quantifiable ResultsMy expertise lies in diagnosing service gaps and implementing scalable solutions that deliver superior results. Key career highlights include:• Service Transformation: Led initiatives that resulted in a 50% improvement in Customer Satisfaction (CSAT) scores, showcasing excellence in service delivery and problem resolution.• Strategic Growth & Advocacy: Successfully engineered the complete turnaround of the Net Promoter Score (NPS), moving the metric from a Below-Average standing into the Top-Quartile, significantly boosting customer loyalty and reducing churn.• Operational Excellence: Expert in leveraging technology and process optimization to enhance efficiency while maintaining high-quality customer experiences. Leadership & Team DevelopmentI am a natural leader with a commanding presence and an outgoing personality, skilled at guiding high-performing teams. In my role as Senior Manager, I consistently focused on linking company goals with individual team member talents, leading to more efficient workflows and motivated staff.• Decisive Leadership: Proven ability to make quick, critical decisions under pressure, ensuring team success and business continuity.• Delegation & Empowerment: Highly effective at evaluating team member strengths and strategically delegating responsibility, fostering a culture of ownership and maximizing team output. Technical Proficiency & EducationMy strategic approach is reinforced by a strong technical background and proficiency in essential industry tools:• Platforms: Deep working knowledge of Salesforce, Freshdesk, Snapengage, and NVM.• Skills: Customer Retention, Change Management, Conflict Resolution, Team Coaching, Data Analysis, and Operational Efficiency.• Education: Bachelor of Technology (BTech) in Computer Science from The ICFAI University, Dehradun.

Experience

1. Senior Team Lead

   SHL

   Mar 2022 — Present · Gurugram, IN

   Continuously actioned past feedback to improve processes, resulting in an increase in client satisfaction/retention• Assisting customers with managing their client portfolios more effectively• Responsible for making sure that any gaps in performance or quality are quickly identified and addressed• Managing a team of Customer Service representatives and Leading team for US Client support where we are providing support to US(LATAM) clients in managing the basic troubleshooting and technical issues with test for all their geographies• Identifying customer needs and resolving operational issues• Working directly with external clients and broker/dealers in issue resolution• Instrumental in explaining features of Order Blast System for simplified trading with group

Education

• The ICFAI University, Dehradun

  Bachelor Of Technology (BTech), Computer Science

  2010 — 2014

• Government Senior Secondary School Rewari

  Senior Secondary Education, PCM

  2007 — 2009