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Ranjit Kumar

@ranjitkumar

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Results-driven Customer Experience Leader with 15+ years of expertise.

India

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What I'm looking for

I am seeking a role that fosters innovation, emphasizes customer-centric strategies, and offers opportunities for professional growth.

I am a results-driven and award-winning Customer Experience (CX) Leader with over 15 years of expertise in transforming the customer journey through innovation and operational excellence across various sectors, including B2B SaaS, Agri-Tech, Fin-Tech, and Telecom. My proven success in developing and executing strategies has led to a remarkable 30% increase in upselling and a 45% reduction in operational costs. I excel in building scalable CX frameworks, improving customer satisfaction (CSAT/NPS), driving automation, and leading high-impact, cross-functional teams in global environments.

Throughout my career, I have been recognized for my exceptional leadership and innovative strategies, receiving numerous awards such as the Trendsetting CX Leader of the Year at the CX Transformation Excellence Awards and being named among the Top 100 CX Leaders in India. My current role as Head of Customer Experience at Clickpost involves leading CX, support, and customer onboarding for Asia's fastest-growing SaaS logistics platform, where I have successfully implemented initiatives that significantly enhance customer engagement and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Head - Customer Experience

Current

Clickpost

Sep 2024 - Present (10 months)

Led CX, support, and customer onboarding/implementation for Asia's fastest-growing SaaS logistics platform. Built and scaled L1/L2 support and onboarding operations, reducing First Response Time from 6 hours to under 20 minutes.

CX Customer Onboarding Support Operations Freshdesk Jira SLA Management Live Chat Support NPS CSAT

Current

Head - Customer Experience

Current

Ninjacart

Dec 2021 - Present (3 years 7 months)

Hired to lead and manage 280+ FTEs, collaborating with C-level executives to drive data-driven process improvements and enhance customer satisfaction. Established a global CX department, increasing activation by 20%, adoption by 15%, retention by 25%, and expansion by 30% through strategic initiatives.

Customer Experience Team Leadership Process Improvement Customer Satisfaction Customer Retention Crisis Management

Head - Customer Experience

Novopay

Sep 2020 - Present (4 years 10 months)

Hired to mold three independent operations into a robust cohesive service platform to support an exclusive agent channel and meet all SLAs. Directed daily operations of Onboarding, Inbound, Outbound, Email Support, and Live Chat, increasing efficiency by 20% and reducing response times by 30%.

Operations Management SLA Management Customer Support Quality Improvement Sales Strategy

Senior Manager - Customer Excellence

Wibmo, PayU Inc

Mar 2016 - Present (9 years 4 months)

Led a team of 180 members, managing 4-5 products and catering to 30 million subscribers, resulting in a 20% increase in customer satisfaction and a 15% reduction in churn rate. Monitored processes, identified improvement areas, and implemented measures that boosted customer satisfaction by 18% and process efficiency by 22%.

Team Leadership Process Improvement Customer Satisfaction IVR Management

Team Manager - Operations

Serco Global Services

Oct 2014 - Present (10 years 9 months)

Managed a team of 338 assessment underwriters for Barclays Mortgage Services, including document assessment officers, underwriting, and completions of disbursement. Led and coordinated the end-to-end mortgage underwriting process, ensuring compliance with Barclays' stringent credit policies and regulatory requirements.

Operations Management Team Leadership Process Improvement Quality Assurance Customer Satisfaction

Unit Manager

Mphasis (an HP Company)

Jul 2007 - Present (18 years)

Managed a team of 90+ professionals responsible for VAS (Value-Added Services) upselling, ensuring seamless delivery of services to clients across various sectors. Spearheaded the implementation of strategic initiatives to drive upselling success, resulting in a 30% increase in revenue and significantly enhancing client satisfaction.

Team Management Revenue Client Success Customer Engagement

Founding Team Member

Hexagon Technologies

Aug 2006 - Present (18 years 11 months)

As a founding team member, contributed to the establishment and initial operations of Hexagon Technologies. Played a key role in the early development and strategic direction of the company.

Team Collaboration Business Development Strategic Planning Project Management

Education

Degrees, certifications, and relevant coursework

Pinnacle College London

PGDBA, International Business Management

Completed a Post Graduate Diploma in Business Administration with a focus on International Business Management. This program provided a comprehensive understanding of global business practices and strategies.