Open to opportunities

naga kumar

@nagakumar

Message

Experienced customer success and operations professional with data analytics expertise.

India

Message

What I'm looking for

I am looking for a role that values collaboration and innovation, with opportunities for growth.

I am a dedicated professional with over 10 years of experience in customer success, operations, and data analytics. My career has been marked by a commitment to delivering impactful results and streamlining processes across B2B and B2C markets. I have successfully navigated complex regulatory environments, including handling RBI escalations and legal notices, ensuring compliance while mitigating risks through effective collaboration with cross-functional teams.

In my current role as a Senior Project Associate at Freo, I lead projects focused on loan foreclosure processes and payment link generation, utilizing tools such as Razorpay and Excel. My ability to manage escalations and enhance customer satisfaction has been a key contributor to my success. I have also played a pivotal role in training and developing entry-level candidates, further demonstrating my commitment to fostering talent within the industry.

Experience

Work history, roles, and key accomplishments

Current

Senior Project Associate

Current

Freo (Moneytap)

Mar 2022 - Present (3 years 3 months)

Led the loan foreclosure process and payment link generation for pan-India customers, overseeing CIBIL, payment processing, and loan disbursements. Successfully navigated RBI escalations and legal notices, ensuring regulatory compliance and mitigating risks through cross-functional collaboration.

Project Management Razorpay Finflux Gitlab Excel Freshdesk CRM Regulatory Compliance Cross Functional Collaboration Stakeholder Management

Contract Specialist

NetApp (Concentrix)

Feb 2020 - Present (5 years 4 months)

Managed client master data within SAP CRM and collaborated with cross-functional teams to accurately process contract modifications, creations, and renewals. Proactively analyzed data to identify clients requiring filer replacements, managing manual transfer and retriggering of contracts and licenses.

CRM Data Analysis Contract Management Client Engagement Database Management SLA Management

Senior Seller Support Associate

Amazon

Sep 2016 - Present (8 years 9 months)

Served as the Vendor Escalations Point of Contact, managing Seller accounts and inventory orders using ticketing systems. Drove improvements in CSAT and AHT through data-driven initiatives across multiple marketplaces.

Vendor Management Ticketing Systems CSAT AHT Data Analysis Performance Management Training

SAP Operations - Team Lead

Robert Bosch (Randstand)

Dec 2015 - Present (9 years 6 months)

Mapped B2B client requirements and coordinated the development and implementation of order processing solutions within the ERP system. Utilized Excel for data analysis and reporting to track project progress and provide insights for management decision-making.

ERP Systems Order Processing Client Management Excel Data Analysis MIS Reporting Project Coordination

Senior Process Associate (Support & Order Management)

Amazon

Sep 2011 - Present (13 years 9 months)

Led retail process improvements and Kaizen initiatives leveraging KPIs to enhance customer success, while efficiently managing customer orders and resolving complaints. Devised and implemented a strategic framework to reduce internal transfers during peak sales, resulting in improved SLA and CSAT.

Process Improvement KPIs Customer Success Order Management SLA Management CSAT Strategic Planning

Education

Degrees, certifications, and relevant coursework

ICFAI University, Tripura

Bachelor of Technology, Technology

Grade: 6.2 CGPA

Completed a Bachelor of Technology degree, focusing on core engineering principles and applications. Gained foundational knowledge and practical skills in various technological domains.