RK
Ravi kumar
Contact details — on requestProof of Work — on request
Experience
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Deputy Manager — Customer Experience
Tata 1mg (Tata Group) · Jan 2025 – Present
- 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
- 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
- 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
- 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.
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SME
Tata 1mg (Tata Group) · Jan 2020 – Jan 2021
- 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
- Delivered multi-vertical inbound support; recognised for quick, accurate resolutions that seeded early career promotions.
Sales Assistant
Magicbricks · Sep 2016 – Apr 2017
- Managed inbound leads, identified upselling opportunities, and consistently met monthly sales targets through consultative selling.
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Customer Relations Representative
Intelenet Global Services · Mar 2015 – Sep 2016
- 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
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Education
Bachelor of Science, Science
Dr. Bhimrao Ambedkar University, Agra · 2014 — 2017
Contact details
Contact details
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