Saket Kumar saketk28@gmail.
com /+91-9034853125
Tenured start-up professional with more than 7+ years of work experience across different industries. Skilled in zero-to-one
execution, Data analysis, Project/Program management and Call Center Management.
WORK EXPERIENCE (7+ years)
Cars24 Services Private Limited Gurgaon
Program Manager|Central Ops (Process and Product) May’23-Present
• Identified the process related issue and plan a course of action to improve productivity by 37% and reduce the operations cost
(Proposed) by 33lakhs yearly.
• Pilot launch of Chassis Imprint Collection (Reduced Sales Pendency by 80% and TAT of Transfer by 19%)
• Created Grievances Tracking mechanism to identify the TAT breached Cases and working on the escalation reduction.
• Benchmarking of the New Products with the available competitors in the market.
• Demonstrated strategic leadership by identifying market needs, conceptualizing innovative solutions, overseeing product
development, ensuring alignment with business objectives.
• Achieved successful product launch, meeting critical milestones and exceeding initial business goals through effective planning and
execution.
WheelsEye Technology India Private Limited | (Service Platform for Indian Truckers)
Business Manager|Insurance July ’22 – May’23
Part of the zero to one journey of building the insurance vertical for the WheelsEye group. Team Size: 20
• Conducted market research and field surveys across India to assess trends and buying behavior in the motor insurancemarket.
• Achieved a monthly run rate of INR 2 crore insurance premium within 10 months (20% MoM growth)
• Designed and improved WhatsApp and In-App promotions leading to 80% additional sales through the inbound channel.
• Designed and launched an insurance referral program leading to 30% new user acquisition.
Operations Manager|Customer Care & Resolutions Aug'21-June 22
Led the Customer Care department, supporting all inbound service inquiries. Promoted a win-win outcome across teams,using the diverse
perspectives of others to achieve results and improved the customer's experience among other tasks.
• Managed a team of 170 Executives,12 Team leaders,5 Vertical Heads and 4 Training and quality heads. Continuously
monitored key performance metrics and ensured smooth execution to consistently meet or exceeddepartment goals.
(Improved SLA % from 88% to 97%) Evaluated Call volume metrics and Audit Quality and met established department
standards of 90%+ Quality Score
Take appropriate action to identify deficiencies.
● Reduction of Blank Calls from 15% to 4%
● Resolution% increased from 73% to 89%.
● IVR optimization from 26% drop calls at IVR to 6%
Business Analyst|Fastag Nov’20-July 21
● Built automatic reporting around the key business metrics for saving the manual work.
● Successfully executed the cross-sell part as an experiment in two states with increase in the fastag sales by 28%MOM.
● Coordinated with external vendors to reduce the TAT of resolution time by 57%.
● Recover 1.27CR of the negative balance Tags from customers.
● Created automated process of Closure of Fastags and amount transfer in real time settlement.
Subject Matter Expert|Fastag Nov’19-Nov’20
● Determined requirements, designed, wrote, and trained associates on processes and systems related to implementation of
new business transitioning resulting in the successful on-boarding of new clients.
● Strategically coordinated with the Product and Tech Team to ensure the tech and product level changes were accurateand
the final product met the market standards and requirements.
● Maintained consistent communication between Business, Project, and IT groups to ensure information was clear,well-
defined, and understood.
Qualitesoft Inc | (Cymax/Homesquare.com) Chandigarh
Resolution and Claim| (International Transit) Apr’18-Nov’19
● Reviewed new files to determine the status of injury claim and to develop a plan of action.
● Identified and tracked claim related trends, gathered data, and communicated to leadership.
● Created and maintained all claims related spreadsheets to efficiently resolve issues as they arise.
● Became main POC for client relations and our clients.
Competent Synergies |(Airtel) Chandigarh
Customer Support Executive Oct’16-Apr’18
● Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
● Engaged clients in person and over phone to answer questions and address complaints.
● Learned and maintained in-depth understanding of product and service information to offer
EDUCATION: - B.TECH IN MECHANICAL ENGINEERING ,Kurukshetra University Kurukshetra 2012-2016
