Krunal Bangale

• Oversee and improve the Samsung.com eCommerce Customer Service Operations teams for consumers and business customers.
• Leading and optimizing efforts to grow Samsung.com and Samsung.com/business.
• Helping streamline customer service process and policies.
• Managing operational delivery of global BPO vendor partners.
• Collaborating with BPO Vendor partners, Fulfillment, Engineering, and Delivery partners to improve the experience for Consumers and SMBs.

• Leadership and strategic management of large-scale customer service and Airline Ticketing operations for Expedia Group, Inc.
• Directed a team of 300+ professionals, including Travel Expert Associates, Assistant Managers, and Operations Managers.
• Met Service Level Agreements consistently, as defined in the Statement of Work.
• Implemented strategic initiatives to enhance customer satisfaction (NPS) and overall team performance.
• Ensured headcount levels are in line with Capacity plans, requesting timely recruitment and training by liaising with HR, Workforce Management, and Training department.
• Analyzed operational data to identify trends and develop solutions for continuous improvement.

Achievements:

• Successfully led growth of Voice operations from 50 to 300+ associates by winning additional business from client basis top performance delivery among 10 vendors worldwide.
• Drove a strategic overhaul of operations to consistently be in the top 2 on the vendor scorecard.
• Led team to achieve a 20% improvement in Customer Satisfaction scores (NPS) for premium travel customers within a single fiscal year.
• Recognized with 'Operations Excellence' awards for outstanding performance and leadership on a regular basis.

• Operational team management for Customer Service and technical support services for Australian Telecom Vodafone Hutchison Australia.
• Monitored Key Performance Indicators (NPS, CSAT, AHT, FCR) to ensure adherence to Service Level Agreements.
• Handled customer escalations to avoid Ombudsman complaints.

Achievements:

• Developed and delivered training programs to new hires and existing team members, leading to a 15% increase in NPS.
• Successfully led project to reduce Average Handle Time for department by 12%, through effective coaching and process optimization.

• Operational delivery and team development in a multinational customer service environment.
• Led back-office operations for O2 Telecom, UK, ensuring high standards of customer service.
• Served as a Customer Service Representative and Team Coach for ChexSystems, US Voice Operations.
• Won Best CSR, Best Coach, and Best Team Leader Awards consistently.