Lava Kumar

Key Account Management and Service Delivery professional with 13+ years of experience across technical support, team leadership, service coordination, program management and client relationship management. Experienced in managing client escalations, coordinating cross-functional teams, monitoring KPIs, improving service processes, implementing service management systems, developing teams and driving customer satisfaction. Progressed from Technical Support Engineer to Team Leader, Service Coordinator and Key Account Manager, demonstrating strong ownership, client communication, operational coordination and leadership capabilities.

Senior Service Coordinator / Program Lead / Key Account Manager at F1 Info Solutions and Services Pvt. Ltd. (2021-12 – Present)

• Manage service coordination and client relationships, acting as a key liaison between clients and internal teams to drive timely issue resolution.
• Handle client escalations and coordinate with relevant teams to maintain service quality and customer satisfaction.
• Lead implementation of service management processes and systems to improve service tracking and response management.
• Monitor service metrics and KPIs to identify trends, quality issues and opportunities for operational improvement.
• Coordinate cross-functional teams to streamline service delivery processes and improve operational efficiency.
• Develop training programs and training materials for new hires and junior team members.
• Mentor team members on service coordination, customer handling and operational best practices.
• Support technical troubleshooting and escalation management based on project and client requirements.
• Communicate team goals, targets and performance expectations to drive operational performance.
• Collaborate with product management teams to collect customer and user feedback and support product improvements.
• Led cross-functional implementation of software updates while supporting process standardization and compliance with best practices.
• Successfully implemented the RDO service delivery plan process for the brand.
• Consistently achieved Apple Protect+ sales targets for four consecutive quarters.

Technical Support Engineer / Team Leader at Ralco Synergy Pvt. Ltd. (2013-07 – 2021-11)

• Diagnosed and resolved technical issues to support system uptime and user productivity.
• Managed escalated technical issues and supported engineers based on project requirements.
• Assisted team members with troubleshooting and prompt resolution of technical problems.
• Led team activities and communicated goals and performance targets.
• Supported software updates and process improvements through cross-functional coordination.
• Developed training materials for new employees and supported knowledge transfer within the team.
• Collaborated with product management to communicate user feedback and support improvements in customer experience.

Bachelor of Commerce in B.Com – Vidya Vahini University (2015)

Diploma in Hardware & networking in Technical Education

SSLC – Chirantana English High School