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Kumud Kundan

@kumudkundan

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Results-driven Associate Manager with 13 years of operations expertise.

India

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What I'm looking for

I am looking for a role that fosters leadership, innovation, teamwork, and opportunities for growth.

🚀 Associate Manager | B2B SaaS & IT Service Delivery Expert | Global Operations Leader | Telecom Expense Management

I’m a service-first, results-driven operations professional with 13 years of cross-industry experience in global service delivery, B2B SaaS support, IT operations, and Telecom Expense Management.

At the core of my work is a passion for building high-performing, customer-focused teams and solving real business challenges through data, automation, and people leadership. I've managed large-scale support ecosystems using platforms like ServiceNow, Jira, CRM, and TEM tools, and led process transformation initiatives that delivered measurable results:

✅ 100% CSAT and >99% SLA compliance

✅ 30% reduction in escalations via process and workflow optimization

✅ 85% success rate in transforming underperformers into top talent

✅ Multiple internal awards and recognitions for leadership and performance

🔄 Currently authoring a book on IT & Telecom Expense Management, set to be published in 2025.

I'm a certified ITIL4 Foundation and Six Sigma Green Belt professional, with a strong grip on CX metrics (SLA, AHT, CSAT, FCR, CRR) and hands-on experience with AI and automation in operational workflows.

Let’s connect if you’re looking to collaborate on building smarter service delivery ecosystems, driving customer loyalty, or just exchanging ideas on how to lead through example in today’s tech-driven business world.

📬 Reach me at kumudkundan1989@gmail.com

🔗 www.linkedin.com/in/kumudkundan/

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.

Service Delivery Operations Management Change Management Advanced Excel Risk Mitigation Process Improvement Leadership

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.

Team Leadership SLA Management Quality Assurance Performance Management Problem Solving Operational Excellence

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.

Analytical Skills Process Improvement Critical Thinking Problem Solving

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.

Data Analysis Problem Solving Critical Thinking

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.

Data Analysis Reporting Support Operations Problem Solving Quality Assurance

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.

Strategy Operations Data Tracking Problem Solving Reporting Analysis

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.

Dispute Resolution Customer Service SLA Management Work Management

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.

CRM Customer Service Escalation Management Sales Support Telecom Expense Monitoring Problem Solving

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.