Open to opportunities

Sandeep Kumar

@sandeepkumar21

Message

Customer delivery and customer success professional driving SLA-backed resolutions and onboarding in fast-paced SaaS.

India

Message

What I'm looking for

I’m looking for a Customer Delivery Manager (CDM) role in a fast-paced SaaS or technology environment where I can own end-to-end customer issues, manage SLAs/KPIs, coordinate stakeholders, and advocate for customers to drive measurable experience improvements.

I’m a customer-focused professional with 3+ years at Amazon, managing high-volume customer interactions and service delivery across North America and Europe. I act as the primary point of contact, own customer issues end-to-end, and coordinate with onboarding, delivery, and account teams to meet CSAT, SLA, and quality benchmarks.

I use Freshdesk, Salesforce, Paragon, plus data and reporting tools like SQL, Tableau, and Excel to monitor customer health signals, proactively identify churn risks, and escalate internally to prevent dissatisfaction. I’ve led process improvements that reduced average resolution time by 20%, mentored new hires, and earned Best Performer recognition for CSAT, first-contact resolution, and quality metrics.

Experience

Work history, roles, and key accomplishments

Current

Customer Escalation Support

Current

Amazon

Jan 2022 - Present (4 years 6 months)

Served as primary point of contact for North American and European customers, handling 150–200 interactions weekly while meeting CSAT, SLA, and quality benchmarks. Owned customer issues end-to-end, coordinated with onboarding/delivery/account teams to support 50+ new customers per month, used Freshdesk/Salesforce/Paragon for tracking, and improved resolution time by 20% through process improvement