Open to opportunities

Vikas Koul

@vikaskoul1

Message

Transformational customer service leader driving operational excellence and customer satisfaction.

India

Message

What I'm looking for

I seek a leadership role driving customer service operations and NPS improvements, using technology and cross-functional collaboration to scale service quality and operational efficiency.

I am a customer service leader with over 21 years of experience driving operations, quality and measurable improvements across large service networks.

I have led service expansions and operational turnarounds—setting up 225 service centers at Xiaomi in 18 months, reducing repeat repair rates from 8% to 2.4%, improving NPS dramatically, and launching a 52-agent technical support desk to boost First Call Resolution.

I lead cross-functional teams to implement cost efficiencies, process improvements and technology-enabled support while building high-performing teams focused on consistent service delivery and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Director

Current

Servegenie Solutions

Feb 2025 - Present (1 year 4 months)

Leading strategic operations and customer service initiatives to improve performance and drive service delivery improvements since joining in Feb 2025.

Change Management Team Leadership Customer Experience Process Improvement Vendor Management Performance Metrics

General Manager - Customer Services

Hero Electronix

Nov 2018 - Nov 2024 (6 years)

Led the customer service organization to increase NPS by 30% over three years, launched a 52-agent technical support desk, rolled out installation services across 75 cities, and improved First Call Resolution by 20%.

Customer service management NPS Technical Support Team Building Process Improvement Operational Excellence

Regional Service Manager

Xiaomi India

Mar 2015 - Oct 2018 (3 years 7 months)

Established 225 service centers in 18 months, reduced repeat repair rates from 8% to 2.4%, maintained 95% RTAT within 4 hours, and improved NPS from -15 to +45 through targeted process and feedback initiatives.

Service Network Expansion NPS RTAT Optimization Vendor Management Quality Assurance

Assistant Manager - Customer Service

Samsung Electronics

Sep 2012 - Feb 2015 (2 years 5 months)

Designed a remote access solution, reduced exchange/refund turnaround from 42 days to 7 days, and sustained 87% CSAT through training and quality control measures.

TAT Reduction CSAT Management Process Design Training Development Quality Control

Customer Support Engineer

HTC

Apr 2010 - Aug 2012 (2 years 4 months)

Led the call center migration, raised CSAT from 45% to 87%, and maintained First Call Resolution above 90% via targeted training and process optimization.

Call Center Migration CSAT Call Resolution Technical Troubleshooting Training

Branch Service In-charge

LG Electronics

Mar 2007 - Apr 2010 (3 years 1 month)

Managed operations for 36 service centers, achieved 90% accuracy in monthly operational metrics, and reduced service TAT to 4 days through process and training improvements.

TAT Reduction Training Development Service Operational Metrics Quality Assurance

Repair Operations Executive

Nokia India Pvt Ltd

Mar 2006 - Mar 2007 (1 year)

Implemented process improvements that reduced repair turnaround times and collaborated with cross-functional teams to resolve operational bottlenecks and boost productivity.

Repairs And Operations)Process Improvement Cross Functional Collaboration Troubleshooting

Sales and Service Coordinator

Cenzer Industries Limited

Jul 2005 - Mar 2006 (8 months)

Coordinated sales and service activities, managed customer inquiries and service requests to ensure timely follow-ups and improved customer engagement.

Service Delivery Timely Follow Ups Customer Engagement