Manish Kumar
About Manish Kumar
Manish Kumar serves as the Head of Customer Experience Non-Voice and Retention at Airtel, where he has worked since 2016. He has significant experience in customer service operations and contact center strategy within the telecom and FMCG sectors.
Work at Airtel
Manish Kumar has been with Airtel since 2005, holding various positions that have contributed to his extensive experience in customer service operations. He currently serves as the Head of Customer Experience Non-Voice and Retention in a national role, a position he has held since 2016. Prior to this, he was the Head of Customer Service for Gujarat starting in 2015. His previous roles at Airtel include Deputy General Manager from 2013 to 2015 and Senior Manager in Customer Service Division from 2005 to 2008. His tenure at Airtel has been marked by a focus on enhancing customer experience and retention strategies.
Education and Expertise
Manish Kumar holds a Master of Business Administration (MBA) with a specialization in Marketing from Mahatma Jyotiba Phule (MJP) Rohilkhand University. His educational background provides a strong foundation for his professional focus on customer service operations and contact center strategy. His expertise includes managing both in-house and outsourced operations, particularly within the telecom and FMCG sectors. This combination of education and experience has equipped him with the skills necessary to design and execute diverse projects while effectively managing large teams.
Background
Before joining Airtel, Manish Kumar worked at Reliance Communications as Zonal Head from 2002 to 2005. This role allowed him to gain valuable experience in the telecom industry, which he later applied in his various positions at Airtel. His career trajectory reflects a consistent focus on customer service and operational management, demonstrating his commitment to enhancing customer experiences across different platforms.
Achievements
Throughout his career, Manish Kumar has demonstrated a strong ability to manage large teams and execute complex projects. His leadership in customer service operations has contributed to significant improvements in customer experience and retention strategies at Airtel. His extensive experience in both in-house and outsourced operations has enabled him to implement effective strategies that align with organizational goals in the telecom sector.