Vinay Kumar

Led end-to-end delivery of customer service and digital transformation projects, facilitating Scrum ceremonies and driving process optimization to improve SLA adherence and reduce average handle time.

Worked as Seniot Project Manager at Ithaca Technology Limited and Eb1a Experts.

Led end-to-end delivery of customer service and digital transformation projects, facilitating Scrum ceremonies and driving process optimization to improve SLA adherence.

- Led end-to-end delivery of customer service and digital transformation projects across multiple concurrent workstreams, ensuring on-time execution and full stakeholder alignment.
- Facilitated all Scrum ceremonies including sprint planning, backlog grooming, daily stand-ups, reviews, and retrospectives, maintaining clear sprint goals tied to measurable business objectives.
- Drove process optimi

Project Lead, Scrum Master implementation

Facilitated Scrum ceremonies including daily stand-ups, sprint planning, sprint reviews, and retrospectives.

- Managed end-to-end operations for technical support and documentation services, ensuring seamless 24/7 shift coverage through rigorous EOD reporting and handover protocols.
- Served as primary liaison between clients and senior management, translating business requirements into actionable sprint goals and operational priorities.
- Led, mentored, and performance-managed a team of 60+ agents and t

Have over 13 years of experience in Operations in an ISO certified Companies. End to end process management in BPO (e-mail, Chat, voice and non voice process).

- Orchestrated BPO customer and technical support operations for 110+ team members across email, chat, voice, and non-voice channels.
- Delivered key operational KPIs including NPS, CSAT, CPH, Dispatch Rate, and RPC, consistently meeting or exceeding client SLA targets quarter-over-quarter for 4 consecutive years.
- Prepared and presented WBR and MBR performance decks to senior leadership and clie

Responsible for key metrics targets (NPS, Take rate%, Quality% and RPC). Evaluate the performance of the team and suggest improvements for their growth. Support the web application developers and guide them as required. Keep updated with the latest web development practices. Research and develop new tools which helps to reduce the regular way of working. Ensuring KPI and KRA practices in the proce

- Maintained comprehensive daily, weekly, and monthly production and invoicing reports to support operational and financial tracking.
- Conducted team performance reviews (APR), analyzing productivity outputs and implementing targeted improvements to enhance departmental efficiency.
- Managed database maintenance including backup and recovery planning, ensuring data integrity and continuity of ser

- Managed SLA and KPI adherence across testing and certification support operations, ensuring consistent delivery against client targets.
- Maintained production metrics reports while monitoring shrinkage and attrition trends to support proactive workforce planning.
- Performed quality checks on content, functionality, and responsiveness across multiple concurrent project assignments.

- Managed end-to-end call center operations including service delivery, campaign execution, and customer engagement initiatives.
- Formulated digital engagement strategies to strengthen consumer relationships and improve brand affinity.
- Oversaw campaign budgeting and expense tracking, ensuring accurate cost estimates and adherence to financial plans.

Pursued a Master of Business Administration with a focus on Human Resources Management and Personnel Administration.

Bachelor of Science degree from Osmania University, Hyderabad, completed in 2008.