Kumud Kundan
@kumudkundan
Results-driven Associate Manager with 13 years of operations expertise.
What I'm looking for
I am a results-driven Associate Manager with over 13 years of experience in global service delivery and operations. My career has been defined by my ability to lead high-performance service teams, optimize customer support, and ensure contractual compliance while driving service quality. I have a proven track record of achieving exceptional SLA performance, maintaining quality standards, and fostering strong relationships with clients through a customer-focused approach.
Throughout my career, I have demonstrated my expertise in business transformation and operational efficiency. I excel in mentoring employees, aligning processes with new operational standards, and implementing innovative solutions that drive customer, employee, and business success. My strategic planning skills, combined with my ability to manage complex projects and lead teams, have consistently resulted in improved operational performance and enhanced customer satisfaction.
I am passionate about continuous improvement and process optimization, always striving to make operations more efficient and cost-effective. My goal is to leverage my extensive experience in global operations and service delivery to contribute to an organization that values innovation, teamwork, and excellence.
Experience
Work history, roles, and key accomplishments
Associate Manager - Operations
Sakon
Jan 2023 - May 2025 (2 years 4 months)
Managed global customer, partner, and vendor relationships, ensuring successful service delivery and operational efficiency. Drove business transformation initiatives, setting new operational standards and leading change management efforts to align processes.
Team Lead
Sakon
Jan 2021 - Dec 2022 (1 year 11 months)
Led a high-performing service team, overseeing daily operations and ensuring contractual compliance and SLA adherence. Focused on continuous improvement and fostering strong client relationships to drive service quality.
Lead Analyst
Sakon
Jan 2020 - Dec 2020 (11 months)
Analyzed complex business challenges and derived solutions, contributing to product and process enhancements. Coordinated with management to provide input on product and process challenges, ensuring efficient operations.
Principal Analyst
Sakon
Jan 2019 - Dec 2019 (11 months)
Conducted in-depth analysis to identify inefficiencies and develop solutions for operational improvements. Participated in process engineering and re-engineering efforts to enhance product and process efficiencies.
Sr. Analyst
Sakon
Jan 2018 - Dec 2018 (11 months)
Performed detailed analysis of operational data to support decision-making and identify areas for improvement. Assisted in reporting and coordination efforts to resolve system bugs and issues, ensuring smooth operations.
Analyst
Sakon
Sep 2015 - Dec 2017 (2 years 3 months)
Conducted initial analysis of business requirements and operational strategies, contributing to project planning. Supported daily operations by tracking business requirements and ensuring adherence to operational standards.
Process Associate (Bell Canada)
Wipro Ltd.
Jul 2014 - Aug 2015 (1 year 1 month)
Managed telecom accounts and service provisioning for Bell Canada, ensuring hassle-free services. Handled billing analysis, conflict resolution, and dispute management to maintain customer satisfaction.
Jr. Officer, CRM
ADFC Pvt Ltd.
Sep 2012 - Jul 2014 (1 year 10 months)
Provided service delivery and escalation management, ensuring customer satisfaction and retention. Briefed customers on products and services, contributing to sales closures and optimized telecom solutions.
Education
Degrees, certifications, and relevant coursework
Assam Down Town University
Master of Business Administration, Finance
Focused on finance, gaining expertise in financial management, investment strategies, and economic principles. Developed strong analytical and decision-making skills relevant to business operations.
Vaishali Institute of Business & Rural Management-Muzaffarpur
Bachelor of Business Administration, Finance
Specialized in finance, covering foundational business concepts and financial theories. Acquired knowledge in areas such as accounting, corporate finance, and market analysis.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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