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Driven by Curiosity, Built on Impact

I’m Nitul Kumar, a Training & Quality leader passionate about fusing GenAI with operational excellence. With over 6 years of experience across customer support, sales enablement, and quality governance, I’ve driven tangible business impact—from 2.9x revenue growth to CSAT and NPS turnarounds—by building smarter, faster, and more human-centric systems.

Hard Numbers. Real Impact.

6+

Years of Experience

Leading training, quality, and CX transformation across support, sales, and merchant operations.

2.92x

Revenue Growth Enabled

Through GenAI-driven training systems, performance coaching, and process redesign at scale.

-80%

Cost Reduction Achieved

By automating support workflows, standardizing SOPs, and optimizing agent productivity.

What Do I Do?

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GenAI-Powered Training Design

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Quality Assurance

& Coaching

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Business Intelligence & Dashboards

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SOP Redesign & Operational Efficiency

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CSAT/NPS Improvement

Experience

Manager – Training & Quality

Magicpin (Samast Technologies Pvt. Ltd.)
Jan 2023 – Present | Gurgaon, India

  • Leading GenAI-driven enablement programs and QA strategies across sales, support, and fulfillment.

  • Spearheaded tools that improved training efficiency, reduced ramp-up time, and enhanced CSAT/NPS scores.

Team Lead – Training & Quality

Magicpin (Samast Technologies Pvt. Ltd.)
Jan 2022 – Dec 2022

  • Oversaw SOP redesign, quality audits, and agent development across verticals.

  • Drove merchant loyalty and support automation initiatives.

Senior Quality Analyst

Magicpin (Samast Technologies Pvt. Ltd.)
Jan 2021 – Dec 2021

  • Managed audit systems and collaborated with leadership to improve process adherence and feedback loops.

Quality Analyst

Magicpin (Samast Technologies Pvt. Ltd.)
Jan 2020 – Dec 2020

  • Conducted root cause analysis and supported CSAT/NPS improvements through coaching and workflow optimization.

Senior Sales Associate

Magicpin (Samast Technologies Pvt. Ltd.)
Jul 2019 – Dec 2019

  • Drove merchant onboarding and engagement with a strong focus on sales enablement.

Sales Associate

Magicpin (Samast Technologies Pvt. Ltd.)
Dec 2018 – Jun 2019

  • Frontline experience in customer acquisition and product pitching.

Technical Support Engineer

Sutherland Global Services
Apr 2018 – Nov 2018 | Chennai, India

  • Handled customer queries and provided product-level tech support across global accounts.

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