Sonal Kumar

CIPD-qualified Resolution & Risk Management specialist with strong commercial instincts and a people-first approach. Over 6 years in Irish retail operations and 9 years in international hospitality leadership, experienced in stopping fraud, restoring customer trust, and protecting revenue. I turn complex data into clear SOPs, escalation pathways, and measurable process improvements while coaching frontline teams to deliver consistent outcomes.

Specialized Support, Resolution Management Team at Wayfair (2020-07 – 2026-03)

Investigated and remediated fraud and scam activity, protecting platform integrity and company revenue. Performed data-driven root cause analysis to identify patterns in high-risk accounts and designed targeted remediation plans.

• Investigated and remediated fraud and scam activity, protecting platform integrity and company revenue.
• Performed data-driven root cause analysis to identify patterns in high-risk accounts and designed targeted remediation plans.
• Authored and maintained Standard Operating Procedures and outreach templates to standardise account rehabilitation and reduce handling variation.
• Managed high-stakes escalations and multi-party exceptions, achieving 90% first-outreach resolution and 95% CSAT while keeping cost-to-serve below 20% of revenue.
• Produced weekly performance dashboards and root-cause reports to inform leadership decisions and continuous improvement.
• Collaborated with finance, suppliers, and logistics to resolve complex cases and align processes across teams.
• Handled high-volume caseloads, coaching colleagues on best practice and quality standards.

Sales and Service Consultant at Wayfair (2019-08 – 2020-07)

Resolved high-volume inbound enquiries across phone, email, and chat with excellent customer satisfaction metrics.

• Resolved high-volume inbound enquiries across phone, email, and chat with a 90% first-outreach resolution rate and 95% CSAT.
• Coordinated with suppliers and back-office teams to resolve exceptions and ensure accurate order fulfilment.
• Identified service-to-sales opportunities to increase Customer Lifetime Value and improve retention.

General Operative at St. Vincent de Paul (2016-11 – 2018-01)

Managed nationwide shop requisitions and inventory operations.

• Managed nationwide shop requisitions, dispatch coordination, and returned stock inventories to maintain accurate records and stock levels.

Order Taker at India Gate Takeaway (2016-08 – 2016-10)

Processed orders and managed cash operations.

• Performed opening/closing duties, processed orders, reconciled cash and card takings, and maintained driver logs.

Management & Leadership Roles at International Hospitality Management (2002-01 – 2011-12)

Led pre-opening and day-to-day operations across multiple hospitality sites.

• Led pre-opening and day-to-day operations across multiple sites; responsible for recruitment, inventory systems, and team leadership.

MA in Human Resource Management – National College of Ireland (2011-01 – 2013-12)

BA Hons in International Hospitality Management – Queen Margaret University College (2001-01 – 2002-12)