Open to opportunities

Sandeep Kumar

@sandeepkumar25

Message

I resolve customer escalations and improve SaaS delivery operations.

India

Message

What I'm looking for

I'm looking for a Customer Delivery Manager role in a fast-paced SaaS or technology environment where I can own customer outcomes, coordinate cross-functional teams, improve service delivery, and advocate for customer success.

At Amazon, I manage 150–200 weekly customer interactions across North American and European markets, owning escalations from intake and troubleshooting through resolution.

I partner with onboarding, delivery, and account teams to support 50+ new customers each month, helping improve onboarding and early product adoption. I also conduct customer guidance sessions, monitor ticket trends for churn risks, and maintain accurate CRM and ticketing records.

I led process improvements that reduced average resolution time by 20% and built reports and dashboards for issue trends, customer risks, and performance metrics.

Recognized as Best Performer in Q3 2022, Q4 2022, and Q4 2023, I bring customer advocacy, SLA discipline, and cross-functional coordination to Customer Delivery Manager roles.

Experience

Work history, roles, and key accomplishments

Current

Customer Escalation Support

Current

Amazon

Jan 2022 - Present (4 years 7 months)

Act as the primary point of contact for North American and European customers, handling 150–200 interactions weekly while meeting CSAT, SLA, and quality benchmarks. Own customer issues end-to-end, coordinate with cross-functional teams, and lead process improvements that reduced resolution time by 20%.