Shashi Kumar
Operations Manager | Driving Customer Service Excellence at Scale | 11+ Years Experience at Amazon & Flipkart | Strategic Process Optimization & Multi-Site Program Launches
- Role
- Manager at Flipkart
- Location
- Indore, MP, IN
- LinkedIn followers
- 500 followers
About Shashi Kumar
Results-driven Customer Service & Operations Leader with over 11 years of progressive experience building and scaling high-performance contact center operations. Proven track record managing 500+ agents and 30+ leadership staff, delivering $10.1M+ in cost savings, and increasing Resolution Rates by 150%. Expert in Escalation Governance, SLA/KPI Management, and RCA Frameworks across global business units (India & UK). Consistent high-performer recognized with over 20 awards, including \"Employee of the Year\" at Amazon.CORE COMPETENCIES*Operational Leadership: Large-Scale Team Management (500+), Performance Turnaround, Multi-Site Program Launches.*Service Excellence: SLA/KPI Management, Escalation Governance, Real-Time Monitoring (RTM), Quality Assurance.*Strategic Optimization: Process Improvement, RCA & Root Cause Analysis, Cost & Concession Reduction.*People Development: Coaching & Mentoring, Workforce Management, Stakeholder Management.
Experience
Manager
Sep 2024 — Present
Large-Scale Leadership: Spearhead end-to-end customer service operations for 500+ agents during peak seasonal spikes, overseeing a leadership tier of 4 Assistant Managers and 26+ Team Leaders.• Operational Accountability: Own all key metrics, including RTM, productivity, and full SLA commitments while partnering with enterprise stakeholders to drive continuous improvement.• Key Achievement (Resolution Lift - STAR):• Situation: Resolution Rates (RR) were underperforming at 22%.• Task: Improve service quality and resolution efficiency within one year.• Action: Implemented a structured performance governance framework and targeted leadership coaching.• Result: Successfully drove RR from 22% to 60%, achieving a 150% lift in resolution performance.• Key Achievement (Defect Control - STAR):• Situation: Enterprise-level escalations were high, impacting customer trust.• Task: Reduce Escalations Per Million Units (EPMU) and eliminate leakage.• Action: Designed an RCA-based governance structure and led proactive process optimization pilots.• Result: Reduced EPMU by 69%(2.92% to 0.90%) and received the Mission Impossible Award (H2 2025).
Education
DAV Schools Network
Secondary School Examination (10th)
2007 — 2007
Punjab Technical University
B. Tech Computer Science, Computer Science
2009 — 2013
Zinc Smelter Sr. Sec School(Vishakhapatnam)
Higher Secondary School Examination (12th)
2007 — 2009
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