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ALOK KUMAR

ALOK KUMAR

National Head - ISO 9000

Followers of ALOK KUMAR2000 followers
location of ALOK KUMARNoida, Uttar Pradesh, India

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  • Timeline

  • About me

    Experience Integrators - Founder & CEO , CX Advisor to Esri - India, ATS, Worxpertise, Centum,Bignify

  • Education

    • Saint Paul's , Rourkela

      1967 - 1973
      Senior Cambridge Physical Sciences

      Activities and Societies: Long Distance running,dramatics,football Senior Cambridge

    • Indian Institute of Technology, Kharagpur

      1974 - 1979
      B.Tech Hons

      Activities and Societies: Dramatics/Adventure Civil Engineering

  • Experience

    • Modi Xerox

      Jan 1987 - Jan 1996
      National Head - ISO 9000

      Prepare Modi Xerox for Service Quality systems at national level to ensure compliance to ISO standards.

    • Escotel Mobile Communications

      Jun 1996 - Jul 2001
      Chief General Manager

      Establishing complete Service Delivery function for Escotel & head for all india operations

    • Airtel

      Jul 2001 - Sept 2007
      Vice President

      Head for implementation of CRM across all lines of business for Bharti Airtel. Prior to same heading the Fixed Lines Service Delivery function for Airtel at the Corporate.

    • Aircel Ltd

      Sept 2007 - Apr 2009
      Head - Customer Service & Quality

    • Aircel

      May 2009 - Jul 2017

      National Head for Service Delivery function Incharge for Sales & Service Delivery for Enterprise Data business - covering Lease line,MPLS & other data products. Supporting children education of SOS

      • Chief Service Delivery Officer

        Dec 2011 - Jul 2017

      • Head - Operations & Customer Support - Enterprise Data Business

        Mar 2010 - Dec 2011

      • Chief Service Delivery Officer

        May 2009 - Mar 2010

    • Agile Experience Designers -LLP

      Aug 2017 - Jul 2018
      Director & Principal Consultant

    • Experience Integrators

      Aug 2018 - now
      Company Owner

    • Worxpertise Group

      Apr 2019 - now
      Customer Experience Advisor

    • Centum Learning (part of upGrad)

      Aug 2019 - now
      Customer Experience Advisor

    • ATS Infrastructure Ltd

      Aug 2020 - Jun 2022

      • Corporate Advisor

        Sept 2020 - Jun 2022

      • Advisor - Customer Experience -ATS

        Aug 2020 - Sept 2020

    • Esri India

      Aug 2023 - now
      Advisor - Customer Experience

  • Licenses & Certifications

    • ISO Lead Auditor

      CII & Cranfield Institute of Technology
      Jan 1995

  • Honors & Awards

    • Awarded to ALOK KUMAR
      Customer Experience Innovator of the Year-2016 OneDirect-Twitter May 2016 Awarded for contribution to Customer Experience movement in India over last 29 years as Customer Experience professional
    • Awarded to ALOK KUMAR
      Customer Experience Transformation of the Year Customer Fest - Kamikaze B2B Media Feb 2016 Awarded for creating a new model for service distribution to serve the under served markets of India
    • Awarded to ALOK KUMAR
      ET Telecom Award_ Mobile Services 2015 Economic Times(ET) Feb 2016 ET Telecom Mobile Services- won 2nd year in a row. In 2015 Aircel Customer Services made it with 2 nominations in the top 3 finalists- eventually emerging as the final winner!!!
    • Awarded to ALOK KUMAR
      Telecom Leadership Award - 2014 Voice & Data Mar 2015 Awarded for Mobile Seva Kendra - Retailisation of Service
    • Awarded to ALOK KUMAR
      ET Telecom Award - Mobile Customer Service ET Telecom Dec 2014 Award for Service Innovation - Customer Research methodology
    • Awarded to ALOK KUMAR
      Innovation in Customer Care Aegis Graham Bell Oct 2014