Kumar Ghafoor
Philadelphia,PA
Summary
Driven Senior Consultant with 10 years' experience in the customer experience space. Adept in collaborative problem solving, risk management and creative solutions. Passionate about bringing changes in businesses that benefit both the customer and internal employee base.
Overview
10
10
years of professional experience
Work History
Senior Consultant
Slalom- Management Consulting
05.2022 - Current
- Manage strategic business initiatives and operations to streamline processes and increase customer satisfaction (CSAT) scores by 20 points
- Partner with product and operation teams to improve omnichannel experiences for higher customer engagement and employee retention
- Create end to end user journey maps to identify business requirements and address strategic gaps to optimize process efficiencies
- Enhance digital solutions across a global portfolio to enhance customer experience and increase revenue by 5%
- Conduct qualitative and quantitative research to uncover critical challenges and develop mitigation programs to limit cost
- Create governance models that leverage strategic capabilities to maximize production efficiency.
Product Connectivity Manager
Comcast: Xfinity Mobile
04.2017 - 05.2022
- Optimized business processes by developing journey maps for all customer facing experiences at Xfinity Mobile
- Analyzed mobile telecom operations to capture inefficiencies, and implement workarounds when necessary to improve customer experience and generate $12 Million (BYOD, CRM-Account Movers)
- Managed policy approval process end to end from product development to legal, finance, and senior leadership alignment
- Created agent experience enhancements that attained first call resolution, and reduced tier 2 escalations by over 50%, saving $12 per call
- Partnered with Comcast University to create customer care training for agents across all channels to ensure their ability to carry out new product feature actions (E.g. Add insurance after activation, validating fraud, supply chain features)
- Analyzed pNPS (CSAT) and activation data to build digital solutions for improving the customer activation experience and reducing call center interactions
- Partnered with credit/fraud teams to develop and update risk product design, resulting in an increase of fraud alerts and a reduction of loss for customers and the business
- Led effort to decommission 3G devices off the network by crafting incentive offers for customers to upgrade handsets
- Crafted responses to crisis events by coordinating customer care, and technical teams to solution for customer handling.
Senior Associate
Grant Thornton- Management Consulting
08.2014 - 04.2017
- Supported the roll out of a Global Third-Party Risk Reporting Program which captured financial risk information and country specific policies for each third party
- Created a tracking and reporting template for all European Union (EU) 3rd parties which included all spending (totaling over $1B), risk levels, and recommended due diligence
- Directed offshore team in data analytics effort to identify the total contingent worker population utilizing visualization tools (Visio, Advanced Excel, Power BI, Qlik) and developed a reporting mechanism.
Education
Bachelor of Science in Business Administration - Economics
Drexel University, LeBow College of Business
Philadelphia, PASkills
- Cultural Awareness
- Customer Experience/ Process Improvement
- Strategic Development and Roadmapping
- Delivery Assurance
Distinctions
- Six Sigma Green Belt
- Co-published research- Black Silent Majority, Urban Politics, and the Development of the Rockefeller Drug Laws, by Professor Michael J. Fortner. Research was also published in the Harvard University Press, and the Cambridge University Press
- Customer Experience Certificate Program- George Washington University
Timeline
Senior Consultant
Slalom- Management Consulting
05.2022 - Current
Product Connectivity Manager
Comcast: Xfinity Mobile
04.2017 - 05.2022
Senior Associate
Grant Thornton- Management Consulting
08.2014 - 04.2017
Bachelor of Science in Business Administration - Economics
Drexel University, LeBow College of Business
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