Open to opportunities

Sachin Kumar

@sachinkumar24

Message

I build high-performing service operations through team leadership, KPI management, reporting, and process improvement.

India

Message

What I'm looking for

I'm looking to lead service operations where I can improve KPIs, develop teams, solve escalations, and use reporting to drive process and customer-experience improvements.

I've managed global-facing service operations at Expedia Group, Harvard Business Publishing, Rishabh Software, RatedApartments.com, and WhiteHat Jr., leading teams, resolving escalations, and improving service delivery.

At Expedia Group, I led teams against partner-satisfaction and case-resolution KPIs across India and APAC, built weekly Tableau and SQL reporting, and was promoted twice in under three years for high case-closure volume and partner-resolution rates. I also led a GST implementation for hotel partners and delivered finance training to the Lodging Ops team in Kuala Lumpur.

At Harvard Business Publishing, I managed client queries and technical escalations, analyzed recurring product failures, and served as a Zendesk super-user for the setup and global rollout of Zendesk Talk.

I've also grown account revenue by 130% in 11 months at Rishabh Software, strengthened pipeline through process-driven reviews, and led reservation, supplier, vendor, and stakeholder operations in travel and hospitality.

Experience

Work history, roles, and key accomplishments

Client Support (Process & Escalation Handling)

Harvard Business Publishing

Oct 2022 - Aug 2023 (10 months)

Managed inbound queries and technical issues across phone, email, and chat, analyzing root causes and reporting to management. Led Zendesk setup and global rollout as super-user.

Zendesk Customer Support Escalation Management Data Analysis Process Improvement

Account Manager (Operations & Reporting)

Rishabh Software

Mar 2021 - May 2022 (1 year 2 months)

Prepared account-status reporting and collaborated with sales operations to grow territory opportunities. Grew account revenue 130% in 11 months and lifted qualified pipeline 65% in 9 months.

Account Management Reporting Sales Operations Process Improvement Revenue Growth

Relationship Manager

WhiteHat Jr. Pvt Ltd

Sep 2020 - Mar 2021 (6 months)

Coordinated with internal teams to resolve escalated account issues and identify process gaps affecting client retention.

Account Retention Escalation Management Coordination

Operations Management – Level 3

Expedia Group

Aug 2015 - Jun 2020 (4 years 10 months)

Supervised a team against partner-satisfaction KPIs, handled escalations, and built weekly performance reports using Tableau and SQL. Promoted twice within three years for top case-closure and resolution rates.

Team Management KPI Management Escalation Management Salesforce Tableau SQL Training Process Improvement

Supplier Manager (Team & Process Oversight)

RatedApartments.com

Sep 2013 - Jul 2015 (1 year 10 months)

Supervised the reservations team to maximize occupancy, revenue, and customer satisfaction. Ran weekly performance reviews and managed vendor relationships.

Team Management Vendor Management Performance Reviews Process Improvement