Sugumar Muthukrishnan
Head of Customer Service | Customer Service Leader | Expert in Service Quality | National Service Operations | Call Centre | Service Revenue | CRM | Training | Supply chain
- Role
- Head of Customer Service at BRITA Group
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Sugumar Muthukrishnan
Leadership Experience in B2C & B2B Consumer Service, Experienced in driving Customer Experience, Strategy, Product Management (CRM Systems, Mobile App CLM), Digital Transformation, Call Center & Field Operations, Service Business Development, and ASP/Franchisee Channel Expansion.Proven expertise in innovating customer service strategies, leading digital transitions from traditional models, building new service verticals and markets, managing product promotions, and delivering accelerated growth. Successfully turned around multiple functions and brands from negative to positive Net Promoter Scores (NPS).Awarded multiple recognitions, including a Global Award for innovation and outstanding business results.Industry Exposure: Consumer Goods, Home Appliances, Kitchen Appliances, Water Purification, Drinkware, Electronics, Mobile Phones, Printers, Laptops, Air Conditioners, Hyper Retail, Modern Retail, and D2C Channels
Experience
Head of Customer Service
Jan 2020 — Present · Bengaluru, IN
I played a pivotal role in establishing the Customer Service department at BRITA Group, driving operational excellence in a startup landscape. • Developed and implemented a comprehensive service revenue model, enhancing profitability from day one. • Expanded sales, service, and logistics operations across major regions in India, ensuring timely material supply. • Managed a large team while taking on additional responsibilities in logistics and IT to support business growth.
Education
Tamil Nadu Open University (TNOU)
Master of Business Administration (MBA), Marketing & Sales
2004 — 2007
Bharathidasan University, Tiruchirappalli
Bachelor of Engineering (B.E.), Electronics and Instrumentation
1999 — 2003
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