Kailash Kumar R
Senior Resolution Specialist/Supervisor at Walmart Global tech
Quilon
6+ years of work experience
Feb 202610 mosPresent
Hybrid
Supervising and leading a team of 50+ contact center agents supporting both Benefits and Payroll, driving consistent performance, quality, and compliance in a high-volume contact center environment. Managed end-to-end operations for a dual-department contact center with a primary focus on U.S. associate Benefits inquiries, ensuring service excellence, accurate resolution, and regulatory adherence.
Subject Matter Expert in US insurance [Benefits and payroll department} Handlling supervisor-level escalated calls using sound judgment to resolve complex associate and customer issues professionally, accurately, and within established service-level expectations. Prioritized U.S. associate Benefits inquiries across the contact center queue, balancing competing demands across Payroll and Benefits workstreams while maintaining high service levels and resolution quality.
Lead performance discussions, identified skill gaps, and implemented targeted coaching and improvement plans to elevate individual and team output across quality, timeliness, and associate satisfaction metrics. Resolved complex associate contact issues using decision-support tools and program quality guidelines; authorized appropriate compensation and accommodations information to achieve associate satisfaction.
Identifying and escalating high-impact issues to appropriate specialists or corporate business units, representing the company with professionalism and composure in high-visibility associate interactions. Collaborated cross-functionally with managers, business partners, and HR, modeling company values by maintaining the highest standards of integrity, ethics, compliance, and the Open Door Policy.
Feb 20251 yr 1 moFeb 2026
On-site
Resolved high volumes of benefits inquiries while consistently meeting or exceeding SLA and satisfaction targets.
Recognized for empathetic, accurate communication and strong case ownership.
Contributed to process improvements that reduced turnaround time and improved associate experience.
Helped update benefits documentation and FAQs to increase clarity and accessibility.
Supported successful open enrollment periods by guiding large groups of associates.
Identified recurring issues and shared insights that informed workflow and policy enhancements.
Maintained high standards of accuracy, confidentiality, and compliance.
Supported onboarding of new team members by sharing best practices.
May 202410 mosFeb 2025
Bengaluru, Karnataka, India
Worked for LinkedIn as Transaction Processing Investigator and Trust and Consumer Support Consultant, managing complex account and content integrity cases.
Feb 20213 yrs 3 mosApr 2024
Bengaluru, Karnataka, India
Aug 20207 mosFeb 2021
Coimbatore, Tamil Nadu, India
Worked as Customer Service Associate for a contract period of 6 months
Kailash’s AI Stack
Education
Master's degree, English Language and Literature, General
Government college ambalappuzha alappuzha kerala
20182 yrs2020
Bachelor of Arts, English Language and Literature/Letters
Nss college of arts and science perayam , kundara kollam
20153 yrs2018
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