Sasi Kumar
General Manager - Customer Service & After Sales Service
Bengaluru, Karnataka, India
Professional Overview
Sasi Kumar is an accomplished customer service and after-sales service expert with over 20 years of experience in the retail and consumer goods industry. As the General Manager of Customer Service & After Sales Service at Fossil Group, Inc., he oversees all aspects of post-purchase customer support and warranty service operations across India.
Experience Summary
Current Role
As General Manager, Sasi is responsible for managing a team of over 50 customer service professionals and overseeing the end-to-end delivery of world-class after-sales support. Under his leadership, Fossil's customer satisfaction scores have improved by 18% year-over-year, and first-time resolution rates have increased by 25%. Sasi's strategic focus on process optimization and technology enablement has helped drive significant operational efficiencies and cost savings for the business.
Career Progression
Sasi joined Fossil Group in 2008 as a Service Officer and has steadily risen through the ranks, taking on roles of increasing scope and responsibility. Prior to his current position, he served as the National Service Manager, where he spearheaded the integration of Fossil's customer service operations across India, leading to a 32% reduction in average case resolution time. Earlier in his career, Sasi held various service and operations roles at Titan Industries, where he developed a strong foundation in technical troubleshooting, parts management, and field service delivery.
Academic Background
Sasi holds a Bachelor's degree in Mechanical Engineering from Anna University, Chennai. He has also completed several professional development programs in customer service management, process improvement, and change leadership.
Areas of Expertise
- Customer service and after-sales operations management
- Service network optimization and cost containment
- Technical troubleshooting and parts logistics
- Performance management and team leadership
- Process improvement and digital transformation
Professional Impact
Under Sasi's leadership, Fossil's customer service team has consistently exceeded key performance targets, earning the company several industry awards, including the "Best Customer Service Team of the Year" from the Retailers Association of India in 2020. Sasi's expertise in driving operational excellence and embedding a customer-centric culture has been recognized by his peers, and he is often invited to speak at industry events and conferences.
Conclusion
With his deep industry experience, strong technical acumen, and proven track record of driving operational improvements, Sasi is a valuable asset to Fossil Group. In his current role, he continues to elevate the company's customer service capabilities and contribute to its overall growth and success.
