Daxko

Currently leading customer support operations for Daxko's club-focused brands, including Club Automation, MotionSoft, CSI Spectrum, and VFP.

Customer Service Manager

DISH Network

• Supported the Boost Infinite cellular line of business as part of the incubator team testing new workflows.

• Provided recommendations to Customer Experience Office (CXO) leadership, business analysts, and trainers to enhance the front line and customer experience.

Customer Interaction Optimization Expert

Education at Work

EAW is a nonprofit business process outsourcer with a mission to provide college students employment pathways and financial freedom. Amazing opportunity to make an impact in the lives of young adults while providing support to Fortune 500 companies in gaming, technology, financial services, and healthcare industries. 

• Led daily operations for a non-profit contact center supporting customers via phone, live chat, and email.

• Increased customer satisfaction by 7 points through implementation of a performance-based pay structure for a technical support account.

• Achieved 90% monthly compliance results in 2 months by launching an enhanced coaching model across multiple accounts.

• Reduced new hire attrition by 15% in 90 days through a refined hiring profile adjustment, incorporating pre-screen assessment and alignment with operations leadership.

Senior Vice President of Operations

24-7 Intouch

24-7 Intouch (now IntouchCX) provides innovative BPO solutions to global brands with a heavy emphasis on people and culture. During this time I supported clients in government, CPG, and e-commerce/appliance industries.

• Exceeded 96% quality rating while leading a large scale program for COVID-19 involving case investigations and sensitive contact tracing.

• Surpassed headcount targets by 10% during peak season, ensuring timely resolution of customer issues to meet SLA.

• Conducted team meetings with direct reports to discuss performance, identify opportunities, establish action plans, and drive continuous improvement.

Senior Director Of Operations

Supported EAW's mission through coaching and development of college students providing contact center services to technology and financial services clients. My teams in Arizona and Utah earned over $1.1M in tuition assistance in 2020.

• Improved agent utilization by 4.5% in 6 weeks through a process improvement initiative targeting AUX usage, resulting in increased efficiency and productivity.

• Secured 100% of contact volume share in Q1 2021 through continued demonstration of performance excellence.

• Installed operational governance tools designed to drive collaboration and accountability for all front-line leaders.

Vice President of Operations

A leader in business process outsourcing, I worked at 24-7 Intouch on several high-profile accounts in retail, e-commerce, technology, and entertainment industries. Launched new campaigns in Phoenix, Las Vegas, Manila, and Guatemala City. 

• Led the establishment and launch of a successful specialty team for a retail client, achieving a monthly customer satisfaction rating of 90% for email and chat engagements.

• Played a key role in scaling and optimizing a new contact center location, overseeing facility layout, technology testing, and the hiring of 250 employees.

• Developed a service recovery program that increased customer loyalty, resulting in a 25% higher average order value compared to the call center average.

Convergys

• Successfully managed operations and client services for a government program with 300+ FTE, achieving CSAT targets through strategic triad sessions and agent quality calibrations.

• Implemented a streamlined contact center process, handling phone, email, physical correspondence, and international claims efficiently to meet customer needs.

• Optimized scheduling efficiency by offering part-time shifts and customized weekly schedules based on volume curve demands, resulting in over 90% schedule efficiency.

Senior Business Manager

Contact center operations leader for 10+ years, supporting amazing companies and brands with team members across the world. I have built strong relationships with internal stakeholders, cross-functional partners, and most importantly my direct reports. My teams, built on trust and common goals, have produced improved KPIs and employee satisfaction scores. I bring strong communication, engagement, strategy, and data-driven decision making skills to the table. Let’s connect!

Taplio

Paul Kukreja's Linkedin Analytics

Paul Kukreja

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