SUMIT KAYAL
Surat
Summary
Dynamic Customer Experience and Operations Leader with over 9 years of progressive responsibility at Yanolja Cloud Solution (formerly eZee Technosys). Advanced from frontline support to Head of Customer Service – North America, managing a team of 20+ members while driving customer success across diverse regions including India, the Maldives, and the U.S. Demonstrated expertise in scaling global operations, leading SaaS migrations, and implementing innovative tools and training platforms that enhance retention, elevate customer satisfaction, and boost operational efficiency. Committed to fostering a culture of excellence that prioritizes customer needs and drives sustainable growth.
Overview
9
9
years of professional experience
Work History
Head of Customer Service (North America)
Yanolja Cloud Solution (Formerly EZee Technosys)
04.2024 - Current
- Lead and manage a 20+ member customer service team covering onboarding, support, and client success across North America.
- Serve as the primary bridge between customers and the product team, gathering feedback and detailed use cases to drive product enhancements.
- Guide and mentor the team on product knowledge, customer service excellence, and motivation to continuously improve performance.
- Oversee recruitment, workforce planning, and forecasting to align team capacity with growth targets.
- Monitor email, chat, and call support trends, leveraging analytics to identify patterns and optimize service delivery.
- Develop strategic partnerships with third-party vendors to enhance service offerings and integrations.
- Evaluate, recommend, and implement new technological tools to automate processes, improve efficiency, and scale operations.
- Implemented CloudTalk VoIP to streamline call support operations.
- Rolled out Freshdesk to manage email support tickets and improve tracking and SLA compliance.
- Introduced Freshchat for 24/7 chat support, enhancing response times and customer satisfaction.
- Deployed a WhatsApp group management tool to improve real-time communication with clients.
- Utilize HubSpot for CRM insights and customer engagement tracking.
- Author SOP documentation to standardize workflows and improve service consistency.
- Establish KRA and KPI frameworks to measure team performance and drive accountability.
- Handle client escalations and retention efforts, ensuring swift resolution and long-term loyalty.
Head of Customer Service POS Division
Yanolja Cloud Solution (Formerly EZee Technosys)
02.2022 - 04.2024
- Directed global POS support operations, reducing escalations by 20% through SOPs, structured training, and process redesign.
- Launched standardized onboarding playbooks and multi-tier training modules, cutting implementation time by 15% and improving product adoption.
- Implemented menu digitization software to convert PDFs/JPEGs to structured XLS data, saving hundreds of staff hours per month.
- Forged strategic partnerships with online food aggregators (Zomato, Swiggy), expanding integration options for customers.
- Designed and rolled out KRA/KPI frameworks and quality assurance dashboards to track performance and elevate service standards.
- Oversaw recruitment and workforce planning, ensuring adequate staffing and leadership development during expansion phases.
- Managed third-party integrations (payment gateways, delivery platforms) to improve product capabilities.
- Developed internal and external knowledge bases to improve first-contact resolution and reduce escalations.
- Implemented structured escalation protocols, shortening time to resolution for high-priority incidents.
- Introduced quarterly service reviews with the team to identify process improvements and execute them promptly.
Sr. Customer Support Executive
Yanolja Cloud Solution (Formerly EZee Technosys)
09.2018 - 04.2022
- Provided technical support for PMS and POS, handling an average of 50+ queries/day
- Introduced knowledge base improvements, reducing repeat issues by 12%
- Developed and delivered comprehensive training programs for new team members on PMS and POS software, ensuring rapid onboarding and proficiency.
Onboarding & Support Executive
Yanolja Cloud Solution (Formerly EZee Technosys)
09.2017 - 09.2018
- Delivered onsite onboarding and training for 50+ hotels & resorts across Maldives
- Acted as client liaison, improving satisfaction scores by ensuring smooth adoption
Customer Support Executive
Yanolja Cloud Solution (Formerly EZee Technosys)
05.2016 - 08.2017
- Provided technical support for PMS and POS, handling an average of 50+ queries/day
- Introduced knowledge base improvements, reducing repeat issues by 12%
Education
Bachelor of Commerce -
Veer Narmad South Gujarat University
01.2015
Skills
- Cross-functional teamwork
- Customer service leadership
- Customer service excellence
- Critical analysis
- Strategic goal setting
- Clear communication
- Regulatory compliance
- Effective team leadership
- Call center management
- Customer retention strategies
- Escalation management
- CRM software proficiency
- Relationship building
- Team training and development
- Employee performance management
LANGUAGES
English: Proficient
Gujarati: Advanced
KEY ACHIEVEMENTS
- Customer satisfaction boost: Increased customer satisfaction by 25% in 6 months through personalized support strategies.
- Customer churn reduction: Reduced customer churn by 18% with targeted engagement programs and proactive outreach.
- Response time improvement: Achieved 30% faster response times by optimizing team workflows and implementing new technologies.
- Built and Scaled Global Operations: Progressed from Customer Support Executive to Head of Customer Service – North America, managing 20+ team members.
- Led Cloud Migration: Directed the migration of 500+ properties from on-premise channel manager, improving product adoption and customer retention.
- Developed Future Leaders: Mentored and promoted multiple team members into leadership roles, building a high-performance culture.
Timeline
Head of Customer Service (North America)
Yanolja Cloud Solution (Formerly EZee Technosys)
04.2024 - Current
Head of Customer Service POS Division
Yanolja Cloud Solution (Formerly EZee Technosys)
02.2022 - 04.2024
Sr. Customer Support Executive
Yanolja Cloud Solution (Formerly EZee Technosys)
09.2018 - 04.2022
Onboarding & Support Executive
Yanolja Cloud Solution (Formerly EZee Technosys)
09.2017 - 09.2018
Customer Support Executive
Yanolja Cloud Solution (Formerly EZee Technosys)
05.2016 - 08.2017
Bachelor of Commerce -
Veer Narmad South Gujarat University