Kunal Koul

Managed customer service operations and business transitions for a UK multinational.

• Served as primary contact for internal and external clients regarding business planning.
• Prepared and presented performance updates and business reviews as per contractual agreements.
• Facilitated transitions, managed change requests, and conducted risk assessments.
• Ensured timely implementation of transitions, identifying challenges and developing action plans.
• Held accountability for finance and billing across the contact centre operations.
• Created transitional plans including Gantt charts, ramp plans, and transition summaries.
• Reviewed KPIs and performance measures on a weekly, monthly, quarterly, and year-to-date basis.

• Planned daily workflows and presented performance updates to the Head of Operations. Led a team of software support specialists, resolving B2B client issues via Zendesk on a cloud-based platform. Reviewed process impacts during transitions and cross-skilling, recommending solutions to enhance operational efficiency and client satisfaction.

• Oversaw end-to-end department delivery across KPIs, including quality, efficiency, CSAT (Rant & Rave), and resolution metrics. Led forecasting, resource planning, and shrinkage management to align with business goals. Collaborated with clients for performance reporting and process improvements. Successfully transitioned and scaled Next Overseas operations in Pune, growing the team from 25 to 75 within 8 months. Drove recruitment, training need analysis, and continuous performance management, including PIPs, to ensure consistent delivery excellence.

• Managed a multi-tier team of Team Leaders and 35–40 agents, driving sales performance and operational efficiency. Oversaw issue resolution (pricing, seat availability, complaints), ensured 24/7 coverage, and leveraged GDS tools (Sabre/Amadeus). Led succession planning, process reviews, and implemented strategic improvements for seamless transitions and team growth.

• Led a high-performing team of 12–14 members, driving service excellence by resolving technical issues (mobile, dongles, desktops) and enhancing on-call performance through coaching and targeted training. Contributed to the Customer First pilot by identifying gaps and recommending impactful process improvements.