Naman Kumar

Results-oriented professional with 7 years of experience in operations and project coordination. Demonstrated success in coordinating team resources, identifying discrepancies to the project team & PMO and increasing efficiency by 25% through process improvement. Accomplished in training and coaching 50+ coordinators in Client experience. Skilled in building new processes and procedures to elevate operations and revenue. Currently working towards CAPM certification.

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Client Success Specialist, Gartner Inc., Gurugram, India MAY, 2023 - SEP, 2023

Industry - Information technology research and advisory

• Collaborated with internal business partners such as Sales and Research Analyst community to fulfill client/prospect/vendor needs to improve revenue
• Responsible to cater to minimum 16 query requests from the B2B clients in a day on Service Now
• Utilizing excel, Power BI to construct detailed reports and dynamic PowerPoint presentations, providing the Research Team

Manager with actionable insights and strategies.

• Acted as a liaison between Sales and Operations; worked with stakeholders to review pricing & cost, market penetration and

Key Performance Indicators (KPIs)

• Delivered regular business reviews to demonstrate value & ROI to Client base
• Managed Service level Agreements (SLA) for the process.

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Client/Customer Success Team Lead, Better.com, Gurugram, India FEB, 2021 - SEP, 2022

Industry - Real Estate Operation

• Streamlined operations control processes, implementing SLA management system resulting in a 25% improved customer support response time.
• Led & managed the team of 10+ coordinators and evaluated business portfolio, established valuation analysis; mapped business requirements & implemented processes in line with the preset guidelines and scheduled constructive feedback.
• Constructed & reviewed operational metric and customer satisfaction results through KPIs, including revenue, margin, call logs and CRM adherence to identify trends in performance on monthly & quarterly basis
• Systemically identified data integrity issues and gaps, and proposed recommendations for improvement
• Resolved ad hoc requests and provided timely solutions to the satisfaction of stakeholders
• Prepared Quarterly Churn Analysis for customers accounts using existing or conceptualizing reports using Excel & ppt.
• Launched SOPs for the assigned weekly and monthly reports; standardized reports published by the team (Introduced automation in weekly resources utilization report of more than 500 employees)
• Teamed up with PMO in transitioning 2000+ customers account from Monday.com to FUB

KEY COMPETENCIES & SKILLS

Client and Account Management Training & Coaching Customer Satisfaction

KPIs Monitoring Process Improvement Knowledge of SaaS (Software as a service)

CX & EX Relationship building Agile Methodologies Risk Identification

Leadership & Team Management Operations Management

Project Management Skills : Project charter, stakeholder management, communication management, RAID log, Stakeholder influence model, EV (earned value), Sprint planning, Ishikawa & Gantt chart

Technical Skills : CRM Tools (Monday, Salesforce, FUB, HubSpot), JIRA, Rally, Confluence, SharePoint, MS Excel (Pivot, VLOOKUP, HLOOKUP), MS Power point, GSuite, Slack, Zoom, Teams

EDUCATION

2016 - 2017

Masters in Mass Communication, Singhania University, New Delhi, India

2015 - 2016

PG Diploma in Public Relations, Bhartiya Vidya Bhavan, New Delhi, India

2011 - 2015

Bachelors in Journalism & Communication, Guru Gobind Singh Indraprastha University, New Delhi, India

Projects handled at Better.com

• Process alignment project for improved operational efficiency by creating SOPs.
• Transition from old CRM (Monday.com) to POA (Follow up Boss).
• Project implemented to introduced Metric reporting for BRE business unit to assess process performance.

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Lead Operation Analyst, American Express, Gurugram, India JUL, 2016 - JAN, 2021

Industry – Financial Services

• Proactively identified performance gaps through data analysis for streamlining client operations & customer satisfaction.
• Managed & processed new card applications for corporate clients. Liaise with ADM’s, PA’s and external B2B clients to obtain missing information.
• Worked on developing, executing, and evaluating operational changes aimed at improving results
• Set up of accounts using relevant systems (CAPS, CARE and NAPS)
• Maintained daily work volumes & logging activity in appropriate formats in order to manage deliverables & delivery timelines
• Supported strategy team in implementing multiple projects

Projects handled at American Express

• Project DASH: Automated platform to perform application review.
• Project Bridging the Gaps implemented by performing extensive RCA of erroneous cases processed by IMP & Operations team
• Global onboarding orchestration project for automating 100 % paper application to align with AMEX’s digital transformation goal for UK & ICC market.
• Project executed to provide KYB & KYC requirements upfront to improve Cycle time from 7 to 3 days.

EDUCATION

2016 - 2017

Masters in Mass Communication, Singhania University, New Delhi, India

2015 - 2016

PG Diploma in Public Relations, Bhartiya Vidya Bhavan, New Delhi, India

2011 - 2015

Bachelors in Journalism & Communication, Guru Gobind Singh Indraprastha University, New Delhi, India