AK
abhishekkumar.co.in
About Impact Work Skills Contact
Delighting Customers at Kohler Co.

Abhishek Kumar

Leading Customer Experience & Organizational Transformation
at one of the world's most iconic premium brands.

"Building teams that deliver excellence — one conversation at a time."

Pune, India 10+ Years Experience 100+ Associates Led Kohler · Amazon · InstaReM
View Work Contact
Scroll
AK
Deputy Manager
10+ Years Leading
100+ Associates
3 Verticals
About

A Leader Who
Moves the Needle

"I don't just manage customer care — I architect experiences that build brand loyalty and drive business results."

With over a decade at the intersection of people leadership, strategic operations, and customer experience, Abhishek Kumar has built a career defined by relentless improvement, team empowerment, and measurable outcomes. Currently steering multiple verticals at Kohler Co. — one of the world's most prestigious premium brands — he leads 100+ associates with the precision of an operator and the vision of a strategist.

  • Multi-vertical leadership across Kohler's customer care division, driving strategic alignment and operational excellence
  • Proven change management architect — from Amazon UK operations to Kohler's transformation initiatives
  • People multiplier: built high-performing teams from ground up, consistently exceeding satisfaction metrics
  • Data-driven analytical thinker who translates complex operational trends into actionable strategy
Impact

Numbers That Define Leadership

A decade of operational excellence, measured in the impact delivered across organisations and the lives of the people led.

0+
Years of Experience
0+
Associates Led
0
Verticals Managed
0
Global Organisations
Work

A Decade of
Earned Authority

From frontline associate to multi-vertical deputy manager at a Fortune 500 brand — every step deliberately taken, every team left better than found.

Currently At
Kohler Co. — Deputy Manager
Pune, India · Apr 2022 – Present
Based In
Pune, Maharashtra, India
Deputy Manager
Apr 2022 – Present
Kohler Co. Full-time Pune

Leads multiple customer care verticals at one of the world's most iconic premium brands, managing 100+ associates and driving strategic transformation initiatives.

  • Multi-vertical leadership across Kohler's customer care division
  • Strategic planning, change management & cross-functional alignment
  • Champions innovation initiatives to elevate customer satisfaction
  • Drives operational efficiencies at enterprise scale
Assistant Manager
Jan 2021 – Apr 2022
Kohler Co. Full-time Pune

Established operational foundations and team leadership capability that propelled promotion to Deputy Manager within 16 months.

Assistant Manager
Dec 2020 – Feb 2021
InstaReM (Nium) Fintech Mumbai

Led customer operations for a global cross-border payments platform, managing service delivery in a fast-paced fintech environment.

Customer Service Manager
Oct 2017 – Apr 2020
Amazon Full-time Amazon UK

Managed and developed a 25–30 person team handling Amazon.co.uk across all contact channels with full performance accountability.

  • Led 25–30 CSAs across voice, email, chat, social & escalations
  • End-to-end performance management: quality, productivity, root cause
  • People development through mentoring & engagement programs
  • Process optimization — identified and resolved systematic inefficiencies
Customer Service Team Lead
Apr 2016 – Sep 2017
Amazon Pune

Promoted from Associate to Team Lead within 9 months — a recognition of exceptional performance, leadership instinct, and customer obsession.

Content Specialist
Sep 2014 – May 2015
foodpanda India Full-time

Managed customer queries before transitioning to content based on outstanding performance. Owned product catalog, app descriptions, and promotional content.

Expertise

Skills & Capabilities

Leadership & People
Team Leadership People Development Performance Management Mentoring & Coaching Talent Retention Engagement Programs
Strategy & Operations
Strategic Planning Change Management Process Optimization Root Cause Analysis Operational Reporting Cross-functional Collaboration
Customer Experience
Customer Care Ops CSAT Management Escalation Handling Multi-channel Support Voice · Email · Chat Social Media Support
Domain Expertise
E-business Online Marketplace Luxury Retail Fintech Global Operations
Analytics & Reporting
Quality Metrics Productivity KPIs Data Analysis Trend Identification Service Delivery Reports
Communication & Culture
Executive Communication Stakeholder Management Team Culture Building Continuous Improvement Conflict Resolution
Testimonial

What Colleagues Say

"

Abhishek consistently demonstrated exceptional dedication, innovative thinking, and a strong work ethic. His ability to analyze problems and implement effective and practical solutions was truly impressive. Abhishek's proactive approach and keen attention to detail played a crucial role in the success of our initiatives. Beyond his professional capabilities, Abhishek is incredibly easy and fun to work with. His positive attitude and excellent communication skills make him a natural team player.

SV
Shaan Vasavada
Corporate Strategy, Communications & CSR · LinkedIn Top Teamwork Voice
Worked together at Amazon UK Operations · June 2024
Education

Academic Foundation

Bachelor of Commerce (B.Com)
Sangai International University
2016 – 2019
Business / Commerce, General
Brihan Maharashtra College of Commerce
2012 – 2013
Contact

Let's Build
Something Great

Whether you're exploring leadership opportunities, looking for a strategic operations partner, or simply want to exchange ideas — I'd love to connect.

Connect on LinkedIn Send an Email View Full Profile