Kapil Verma

Lead and mentor a team of customer care executives, managing daily operations, performance, and skill development to deliver exceptional service. Handle escalations professionally, ensuring timely resolution and maintaining customer trust. Drive customer retention and revenue growth through strategic upselling, cross-selling, and personalized engagement. Monitor and maintain key performance indicators such as customer satisfaction, sales conversion, and average handling time, aligning team outcomes with organizational goals and quality standards.

Led end-to-end sales cycles for complex technical solutions, driving a 20% increase in annual revenue. Collaborated with cross-functional teams to troubleshoot and resolve customer technical challenges efficiently. Delivered product demonstrations, training sessions, and onsite visits to enhance customer engagement and satisfaction. Cultivated and sustained strong relationships with key accounts, contributing to a 15% boost in customer retention. Proven ability to blend technical expertise with sales acumen to achieve business growth and customer loyalty.