Kavin Kumar

Managed B2B customer support and operations, resolving 40–80 daily queries and achieving 10% higher repeat rate by ensuring 100% follow-through and TAT adherence. Leveraged HubSpot and data-driven outreach to improve lead-to-deal conversion by ~14% and reduced order delays by 10–20%.

Delivered high-volume inbound/outbound support across UK, Ireland and South Africa handling 80–100 daily interactions with >90% FCR and maintained CSAT >92% while achieving AHT <6 minutes and 100% SLA compliance. Logged ~450 cases weekly and reduced escalations through cross-functional process improvements.

Provided end-to-end B2C support across phone, email and chat handling 100–140 daily interactions, achieving >90% CSAT and AHT under 4 minutes while reducing repeat contacts by 14% through proactive follow-ups and accurate ticketing.

Owned end-to-end B2B client service for 60+ accounts, resolving 120–180 critical issues monthly and improving on-time deliveries to >90% through ERP-based tracking, 3PL coordination and route optimization, driving an 18% increase in repeat requests.

Led production and supervision of steel castings, managing heat treatment, machining and quality control with OES to maintain composition accuracy and product standards for mining and earthmoving components.

Supported steel casting manufacturing operations including moulding, methoding and machining for large castings, contributing to process efficiency and technical quality improvements.

Bachelor of Engineering in Mechanical completed at Anna University in Chennai, focusing on mechanical engineering principles and manufacturing processes.