Rathan Kumar

Background

About Rathan Kumar

Empowering customer-first strategies with 20+ years of success in Customer Experience, Telesales, and Contact Center Transformation, delivering consistent business impact across BFSI and ITES domains. Expert in Operations Management, SLA Delivery, Cost Optimization, and leading cross-functional teams to unlock revenue growth, compliance excellence, and seamless service delivery. WHERE CAN I ADD VALUE • Accelerating revenue growth through performance-driven telesales models, enabling high-quality lead conversions, reduced CAC, and improved cross-sell ratios. • Re-engineering processes for enhanced agility, automation, and cost efficiency, aligned to client SLAs and KPIs across financial services. • Transforming underperforming operations into high-efficiency service hubs, driving better CSAT, NPS, and employee engagement scores. • Implementing robust governance to ensure adherence to audit standards, compliance norms, and process integrity across domestic and international operations. • Strategizing end-to-end migrations, vendor transitions, and multi-process setups with a sharp focus on people, process, and platform synergy. KEY ACHIEVEMENTS • Built & scaled Pan-India Telesales Center for GI & Life from scratch, growing team strength from 3 to 45+ with multi-tiered service lines. • Drove Salesforce CRM rollout across APAC for insurance services, optimizing visibility, tracking, and campaign management. • Boosted team retention from 50% to 70% through a culture of feedback, career development, and engagement strategies. • Managed P&L and transitioned 400+ FTE operations at AXA Business Services with stretch-level SLA achievements. • Deployed automation strategies at SBI MF to reduce cost of acquisition and elevate revenue metrics within set operational budgets. ABOUT ME Analytical and results-driven professional with a flair for leadership, collaboration, stakeholder engagement, and data-backed decision-making. Adept at fostering inclusive teams, driving innovation, and communicating with clarity. Do reach me out | rathu.m@gmail.com