Shashi Kumar
Building Wheelseye
- Role
- Head of Customer Service at WheelsEye
- Location
- South Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Shashi Kumar
Business and Customer Service professional with 14+ years of experience in Learning and…
Experience
Head of Customer Service
Oct 2024 — Present · Gurugram, IN
Complete customer service: Outbound, Email, Chat, Sales etc.•Managing 150+FTEs internal and external.•Ensure timely and accurate resolution of customer issues, maintaining a high level of professionalism and customer-centric approach. •First call resolution •Zero escalation from process handling stand point • Team Leadership:•Lead and motivate a team of customer service representatives to deliver outstanding service in line with company standards. •Provide coaching, training, and regular performance feedback to enhance team efficiency and customer satisfaction. • Process Improvement: Design SOP, Process change etc.•Analyze the advisor performance metrics and identify areas for improvement. •Develop and implement strategies to enhance operational efficiency, reduce resolution times, and improve overall customer experience.
Education
Indira Gandhi National Open University
B.A, IGNOU
2013 — 2015
Amity University
Master’s Degree, Operations Management and Supply Chain
2016 — 2017
Skills
- Finance
- Quality Control
- Procurement
- Microsoft Office
- Requirements Analysis
- Team Building
- Management
- Customer Support
- Logistics
- Customer Satisfaction
- Business Development
- Process Automation
- Operations Management
- Start-Ups
- Continuous Improvement
- Crm
- Microsoft Word
- Team Leadership
- Team Management
- Powerpoint
- Process Improvement
- Excel
- Customer Relationship Management (Crm)
- Leadership
- Mis
- Customer Service
- Analysis
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