Suresh Kumar
About Suresh Kumar
Suresh Kumar serves as the Head of Engineering for CCT and Social Care at Airtel, where he has worked since 2020. He has extensive experience in telecommunications, having held various managerial roles at companies such as Tata Teleservices, Reliance Communications, and Giesecke & Devrient.
Current Role at Airtel
Suresh Kumar serves as the Head of Engineering for CCT & Social Care at Airtel, a position he has held since 2020. In this role, he is responsible for overseeing engineering initiatives that enhance customer care and social media interactions. His focus includes implementing advanced technologies to improve service delivery and customer satisfaction.
Previous Experience at Airtel
Before his current role, Suresh Kumar worked at Airtel as the VAS Manager in the Consumer Business IT department from 2014 to 2016. During this time, he contributed to various projects aimed at improving value-added services for customers. He also held the position of Head of Project Delivery for Prepaid services from 2017 to 2020, where he managed key initiatives within the prepaid segment.
Professional Background
Suresh Kumar has a diverse professional background in telecommunications. He began his career at Reliance Communications as a Deputy Manager from 2006 to 2008 and later worked at Tata Teleservices Ltd. as a Management Trainee in 2009. His experience also includes roles at Giesecke & Devrient and SmartTrust as a Technical Account Manager, where he managed client accounts and technical solutions.
Education and Expertise
Suresh Kumar holds an MBA in Telecom Management from the Symbiosis Institute of Telecom Management, which he completed from 2008 to 2010. He also participated in the Airtel Future Leaders Program at the Indian Institute of Management Ahmedabad, focusing on Organizational Leadership from 2019 to 2020. His educational background is complemented by a Bachelor of Engineering in Electronics and Communication from the University of Rajasthan, completed in 2006.
Technological Initiatives
In his current role, Suresh Kumar is responsible for implementing call center digitization initiatives using advanced technologies such as speech analytics and voice bots. He manages technology platforms, including Avaya and Sprinklr Systems, which are crucial for optimizing call center operations and enhancing customer service through digital solutions.