RK

Ravi kumar

Open to

Gurgaon

Work style

onsite

Availability

Available in 30 days

Contact details — on requestProof of Work — on request

Experience

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Deputy Manager — Customer Experience

Tata 1mg (Tata Group) · Jan 2025 – Present

Not yet confirmed
  • Spearheading 3 parallel Al automation projects covering Email, Chat, and Voice - eliminating manual touchpoints and reducing operational cost per contact across all support channels.
  • Conducted end-to-end partner evaluations and business analysis that identified automation ROI opportunities, resulting in successful full-cycle email automation deployed at scale.
  • Delivered measurable cost savings in first year through process re-engineering; quantified impact presented to senior leadership during QBR.
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Assistant Manager

Tata 1mg (Tata Group) · Jan 2023 – Jan 2025

Not yet confirmed
  • Took ownership of Corporate Client support channel in addition to existing portfolio; managed SLA adherence for B2B accounts with zero escalation breach.
  • Drove 25 projects from manual workflows to fully automated pipelines — improving throughput, reducing headcount dependency, and freeing team capacity for complex cases.
  • Implemented variation analysis framework to monitor KPIs weekly; sustained an error rate of 1-2%, consistently outperforming the committed SLA threshold of 5%.
  • Proposed and championed key process improvements that were adopted org-wide, reducing average handling time (AHT) and boosting first-contact resolution (FCR).
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Senior Team Lead

Tata 1mg (Tata Group) · Jan 2022 – Jan 2023

Not yet confirmed
  • Managed 2 Team Leads and 4 high-stakes channels: Social Media, Grievance, Nodal, and Legal — each with distinct SLAs and regulatory expectations.
  • Became the go-to escalation owner for all critical Tata IMC cases; maintained 100% timely response on legal and regulatory complaints with no adverse outcomes.
  • Reviewed team KPIs weekly, coached Team Leads on performance gaps, and built a feedback culture that directly reduced repeat escalations.
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Team Lead

Tata 1mg (Tata Group) · Jan 2021 – Jan 2022

Not yet confirmed
  • Led Social Media, Management Escalations, and Legal channels — achieving same-day resolution on 90%+ of escalated cases by empowering team to bypass hierarchy for critical coordination.
  • Maintained Email TAT under 2 hours and end-to-end resolution TAT within 24 hours — benchmarks that became the team standard across the floor.
  • Initiated process improvements that measurably reduced complaint inflow volumes; monitored L1 error patterns and ran targeted rebuttal coaching sessions.
T

SME

Tata 1mg (Tata Group) · Jan 2020 – Jan 2021

Not yet confirmed
  • Selected through Internal Job Posting (IJP) based on consistent top-quartile performance; led a team of 20 agents tracking CRR, AHT, daily productivity, and quality hygiene.
  • Handled all supervisor-level escalations and achieved instant resolution through cross-functional coordination — reducing escalation-to-resolution time by same shift.
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Senior Customer Development Executive

Tata 1mg (Tata Group) · Jan 2017 – Jan 2020

Not yet confirmed
  • Delivered multi-vertical inbound support; recognised for quick, accurate resolutions that seeded early career promotions.
Magicbricks

Sales Assistant

Magicbricks · Sep 2016 – Apr 2017

Not yet confirmed
  • Managed inbound leads, identified upselling opportunities, and consistently met monthly sales targets through consultative selling.
I

Customer Relations Representative

Intelenet Global Services · Mar 2015 – Sep 2016

Not yet confirmed
  • Handled high-volume inbound service calls; exceeded performance targets and maintained product knowledge to resolve queries on first contact.

Skills 0 proven through work

Also works with

Application Performance OptimizationWorkflow CoordinationMentoring and Peer CoachingBusiness Growth StrategyCost-Saving Initiative ManagementCommunication StreamliningCustomer Experience ManagementIssue EscalationSupport Case Follow-Up ManagementSLA AdherenceLegal and Compliance CoordinationGrievance HandlingSocial Media Community ManagementCustomer Operations Channel IdentificationTeam LeadershipMobile Application DevelopmentSupply Chain CoordinationProcess ImprovementAccount ManagementMulti-Project ManagementWorkflow Automation (Spreadsheet-Based)Cross-Departmental CoordinationAPI IntegrationAutomated Communication DesignVendor CoordinationAI IVR DevelopmentEmail Automation Flow DesignChatbot DevelopmentCustomer Issue ResolutionWork Planning and Prioritization

Proof of Work

Proof of Work

Ravi shares this with people who ask. You'll hear back either way.

Education

Bachelor of Science, Science

Dr. Bhimrao Ambedkar University, Agra · 2014 — 2017

Contact details

Contact details

Ravi shares this with people who ask. You'll hear back either way.

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