Kamal Thakur
@kamalthakur
Customer-focused CX and quality assurance professional driving data-informed process improvements.
IndiaWhat I'm looking for
I am a customer-focused professional with over 5.5 years' experience in customer service, team leadership, training, and quality assurance, skilled at analyzing workflows, identifying process gaps, and driving efficiency through data-driven solutions. I have mentored teams, collaborated cross-functionally, and maintained top-tier customer satisfaction while ensuring compliance and performance standards.
At Amazon Development Centre I led skills transfers, monitored service delivery, improved tool accuracy to 99.89%, and supported business-IT liaison work including dashboarding and actionable analytics. I consistently delivered high-quality outcomes, reduced handling times, and implemented logical models and process improvements to boost operational reliability.
Experience
Work history, roles, and key accomplishments
ACServed as POC for a team of 10, built dashboards and visualizations to surface trends and converted analytical insights into actionable recommendations, implementing a logical model with 99.99% operability.
ACLed skills-transfer and quality calibration initiatives to improve consultant performance and seller rapport, identifying procedural gaps and driving performance improvements across teams.
ACReported anomalies and trends to management and contributed to process changes that reduced case-handling time and improved tool accuracy to 99.89%.
Customer Support Representative
Competent Synergies Pvt. Ltd.
Jan 2018 - Dec 2019 (1 year 11 months)
Handled inbound B2B lead-generation calls, managed CRM workflows and predictive dialers to connect buyers and suppliers while consistently meeting performance and data-accuracy targets.
Electrician
Hotel Quality Inn Himdev
Dec 2014 - Dec 2015 (1 year)
Installed, maintained, and repaired hotel electrical systems, conducted safety inspections and responded to maintenance requests to minimize downtime and ensure compliance.
INQuality Analyst
Indiamart
Performed call audits and live monitoring to ensure compliance and service standards, provided feedback and short quality sessions that improved team quality scores.
ACTicket Triage Specialist
Managed and resolved marketplace tickets across NA, FE & EU, maintaining 98.77% quality accuracy and average handling time below 5 minutes while raising Gemba actions to address SOP gaps.
Education
Degrees, certifications, and relevant coursework
IIIndira Gandhi National Open University (IGNOU)
Bachelor of Arts, History
2024 -
Pursuing a Bachelor of Arts with a major in History at IGNOU.
MIT Group of Institutions, Bani
Diploma in Electrical Engineering, Electrical Engineering
2015 - 2015
Grade: 60%
Completed an Electrical Engineering program with a grade of 60%.
Himachal Pradesh Board of School Education
12th Grade, Science
2009 - 2009
Grade: 58%
Completed 10+2 (senior secondary) with Physics, Chemistry, and Mathematics, achieving 58%.
Himachal Pradesh Board of School Education
10th Grade, Secondary Education
2007 - 2007
Grade: 72%
Completed 10th grade with coursework in English, Mathematics, and Science, achieving 72%.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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