Customer Service Quality Assurance
Resume:
JIBIN KUMAR
Head Operations Manager
Al Barsha, Dubai *********@*****.***
OBJECTIVE PROFILE SUMMARY
An established professional with
over 13 years of experience in
Relationship and Customer Support
Manager and Operations & Quality
Assurance of processes, targeting
challenging assignments with an
esteemed organization
Insightful professional with expertise in driving service quality, operational performance, and targeted results across client service functions. Proven ability to improve customer satisfaction, retention, and engagement through innovation and process optimization.
Expert in managing VIP relationships with tailored support and exclusive benefits
Cross-functional collaborator aligning operations with company goals and customer feedback
Focused on enhancing team efficiency and optimizing resource utilization
Skilled in payment processing, fraud prevention, and compliance strategy
Strong in competitor analysis, A/B testing, and implementing best practices
Results-driven leader managing Support, Fraud, KYC, Risk, and Payment Ops with a focus on OKRs, SLAs, and KPIs
Awards: Troubleshooter Innovation & Creativity Star Employee TRAINING/ COURSES
SEO-Marketing
Power BI
Lean Six Sigma- Yellow Belt
IT & SOFTWARE
CRM Tools: Salesforce, Zendesk,
and Freshdesk
Chat Bot: Zendesk, Haptik and
Freshdesk
Call and IVR: Ozontel, Avaya,
Zendesk, and CCAAS
JIRA, Confluence and Trello
Nuclino for Process creation
Asana
Tableau
MS Office
Clever tap
LANGUAGES
Tamil - Fluent
English - Fluent
Hindi - Proficient
SOFT SKILLS
Leadership
Collaborator
Communicator
Planner
Thinker
Declaration I hereby confirm that all the information provided above is accurate to the best of my knowledge. I take full responsibility for the correctness of the details mentioned. JIBIN KUMAR Asst. Manager (Worked as TL and VIP Relationship Manager) Junglee Games
WORK EXPERIENCES
05/2016 - 04/2024 Gurgaon, India
Senior Customer Connect Executive
Snapdeal 04/2015 - 05/2016 New Delhi, India
Sales Executive
Navigant Technologies 11/2015 - 03/2015 New Delhi, India Technical Assistant
Sony India Pvt. Ltd. 02/2013 - 10/2014 New Delhi, India EDUCATION
MBA (HR and Marketing)
SCSVMV University 2010 - 2012 Kanchipuram, India
BSC (Computer Science)
SCSVMV University 2006 - 2009 Kanchipuram, India
CORE COMPETENCIES
Service Delivery Excellence
Customer Servicing Operations
Team Management & Leadership
Escalation Management
Operational Enhancement
Project Management
SLA Adherence
Cross-functional Collaboration
CS Manager
Signal Ladder Consultancy Services 04/2024 - 12/2024 Noida, India CS and Sales Head
Excel Properties - Technorous 01/2025 - Present Dubai
+91-880******* (WhatsApp only)
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