Naveen Kumar

Dynamic, results-driven Assistant Manager with 8+ years of foundational excellence in CX operations, international voice support infrastructure, and escalation management across high-growth SaaS, e-commerce, and real estate landscapes. Proven success orchestrating cross-functional workflows, directing shift operations, and driving rigorous SLA/KPI adherence. Expert in leveraging root cause analysis (RCA), engineering business process improvements, and delivering actionable MIS insights to executive leadership using Salesforce, Jira, and Advanced Excel

Assistant Manager – Escalation Management & CRM at Casagrand Pvt Ltd (2025-07 – Present)

• Spearhead end-to-end customer escalation workflows across 5+ premier residential portfolios, resolving complex grievances regarding property handovers and payment timelines to sustain a >95% monthly SLA
• Command and mentor a high-performing squad of 4 CRM executives; conduct weekly performance calibrations, QA transactional ticket audits, and implement tailored skill development plans
• Architect and present weekly/monthly operational MIS dashboards and trend charts directly to executive leadership to drive strategic post-sales service process pivots
• Orchestrate critical problem-solving collaborations across Sales, Legal, Finance, and Project Execution teams to minimize turnaround times (TAT) and eliminate corporate reputational risks
• Engineered a root cause analysis (RCA) framework that pinpointed the top 3 structural friction drivers, successfully slashing recurring customer complaints by 20%

Escalation Lead (Level 2) – Technical Support at iOPEX Technologies (2021-04 – 2025-02)

• Directed complex L2/L3 international voice support and technical escalation operations for Arlo AI-powered smart home and security camera devices globally
• Managed high-priority consultation loops across all global centers and triaged critical Executive, BBB, and Social Media complaints requiring complex technical intervention
• Responsible for active monitoring, identifying, and reporting potential system outages or critical known issues directly to the client and L3 engineering teams
• Authored, cataloged, and published 30+ technical knowledge base documentation assets and user guides within Salesforce CRM, cutting agent Average Handle Time (AHT) by 15%
• Evaluated shift metrics via automated Excel analytics, providing active floor support, feedback sessions, and coaching that directly scaled team First Contact Resolution (FCR)
• Redesigned the triage queue architecture, successfully compressing the average customer escalation resolution cycle from 5 days down to 3 days

Customer Support Executive at Groupon Shared Services (2019-09 – 2021-03)

• Managed omni-channel live chat, email, and seller support operations across US, UK, and Canadian markets, consistently exceeding a 97% SLA benchmark
• Constructed and managed weekly operational performance logs and MIS reports mapping team production, quality analysis, and CSAT metrics for 12 frontline agents
• Directed backend merchant support loops, product tracking, and escalation routing queues, earning the prestigious STAR Performance Award for processing excellence

Senior Associate at Tata Consultancy Services (2014-10 – 2018-06)

• Managed US market research, data quality management loops, and e-commerce content operations for enterprise market segments to improve selection identity and profitability
• Evaluated shift performance metrics, maintaining daily, weekly, and monthly tracking records for critical client KPIs including Machine Hours, Attendance, and Shift Adherence
• Formulated daily performance updates for client management stakeholders, completed multiple cross-functional projects, and trained 8 new hires on operational compliance guidelines
• Earned the corporate GOLD Award for outstanding project performance and significant contributions to team operational targets

Master of Business Administration in MBA – University of Madras

Bachelor of Commerce in B.Com – A.M. Jain College