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Summary

Accomplished, client-focused professional with over 8 years of experience delivering excellence in the management of processes, procedures and personnel within sales, call center and customer service environments. Demonstrated ability to ensure high levels of customer service, interpreting needs and matching with services and solutions to best address to customized client/process requirements.

Highly efficient in analyzing and researching complex data and information to ensure contractual and regulatory requirements are met. Expertise in effectively training employees on new products/services, procedures and systems. Possess extensive experience in call center operations, process excellence and providing leadership to teams in the delivery of high standards of customer service and the delivery of established objectives and KPIs

I am a data & result oriented people's manager who believes in not to only achieve targets but also making the teams comfortable so that more can be accomplished with the lowest work pressure. 

Work Experience

MattsenKumar

Oct,2017May,2018

Assistant Manager - Service Delivery ( Process Excellence )

MK is the third party quality consultant firm for many MNC clients in travel, technical, telecommunication and finance domain. Joined MK as Assistant Manager to improve the process using six sigma an quality tools such as mintab / visio.

Concentrix Daksh

Jan 2016Oct,2017

Assistant Manager

Started working with Concentrix in Jan,2016 and started a new process of YouTube Back End Support. Handled a team of 30-35 executives and meeting the CWT and Quality is the major KRAs from clients end. Shrinkage, Attrition, People management is the rest of the KRAs for the stacks and performance. Later joined the telecom process and still working in the same LoB from last 9months  approx.

  • Successfully completed the project to Control Attrition in Youtube.
  • Successfully completed the project to Increase Sprint Promoter Score in Sprint.
  • Was a part of hiring process and closed all the position with in the TAT.
  • Handled the client interactions and provided the desired result / outcome.

Snapdeal.com

Dec 2014Dec 2015

Team Leader

As a Team Leader in customer experience segment was  challenging and enjoyable. I was handling a team of  25-30 agents and to make sure that deliver the quality of service to meet the CSAT and  the customer expectations.

  • Handled the project to increase the CSAT of the process. - Duration - 5 Months
  • Created systematic seating plan blueprint to track the agent's seat.

Astral Associates

Sep 2010Nov 2014

Assistant Manager

Joined the organization  as an Advisor - Customer Experience and got promoted as a Team Leader after 1 year. As a team leader has handled the team of 25-40 advisors and of customer care and 5 Quality Analyst. Astral was a technical support firm which was providing their paid services over the phone to UK, US & Canadian customers. After another 18 months got promoted as Assistant Manager - Quality and handled the 2 team of quality.

  • Successfully completed the project of Sales Improvement ( Black Belt ). 
  • Created the retention team and brought back the dis-satisfied customer
  • Suggested the trouble shooting flow chart which made the advisors to provide the correct  solutions quickly.

Dell International Services

Jan 2009Sep 2009

Sr. Technical Support Executive

Dell is well known multinational organization when it comes to IT.  

As Sr. Technical Support Executive, job profile was to diagnose and fix the hardware and software related issues of laptops, desktops an printers. Major customer base was of USA.Work location was in Gurgaon, HR and  it was the one and only center in India which was able to generate the revenue more than their expenses. 

Skills

Presentation

Have a good experience in presenting the data in calibrations, client meeting and reviews.

People Management

More that 7 years of experience in people management role helps to understand the value of an employee and effect of attrition on the process and organization.

Process Improvement

Have been a part of 3 different projects and that experience helps to be a suitable  team member in process improvement 

Client Handling 

Have 6+ years experience in handling the clients  / stakeholders and deliver the result with in specified time frame.

MS Office 

Sound knowledge of excel, word and power point

Job Description - Assistant Manager- Operations

  • Providing support, training and coaching to the team member and the floor.
  • As Assistant Manager handled the team of  4 team leaders.
  • Analyse and suggest the improvement opportunity in the process.
  • Meeting the CSAT, Quality & CWT on weekly and monthly basis.
  • Identify relevant training needs of the process & ensure effective implementation.
  • Conduct 1 - O - 1 session with the team regarding their performance and to make sure that no one has any concern within the span or within the organization to control attrition & shrinkage.
  • Make sure that team is comfortable with the process and the organization, Making sure that they have good working environment with proper discipline & decorum.
  • Worked closely to Manager & above to improve the processes and reduce the loopholes. 

Job Description - Assistant Manager- Quality

To manage performance of the verticals aligned with Ads Review in terms of Quality & driving continuous process improvement.

  • Responsible for driving Quality & Accuracy of the Structured Snippets process.
  • Managing NHT on boarding, Training & Certification of new hires.
  • Proactively analyse the data and find the scope of improvement in the process .
  • Monitor Team performance, identify improvement areas, implement action plans and track them to closure.
  • Drive skill enhancement initiatives in the team through knowledge sharing, case study &  cross training.
  • Ensuring zero tolerance is observed for any non-compliance in terms of process hygiene.

    Highest Education

    Open School Of Learning

    Jul 2007Aug 2012

    Bachelor Of Commerce

    University - Vinayaka Mission University, Salem

    Certifications

    AIG, Noida

    Apr,2017May,2017

    Prince2 ( Practitioner )

    Project Management

    Astral Associates

    July,2013Dec,2013

    Six Sigma - Black Belt 

    Personal Details

    Father’s Name                                       :               Late Mr. Hari Singh

    Date of Birth                                           :               Jan, 13, 1987

    Sex/Nationality                                     :               Male/Indian

    Languages Known                               :              Hindi and English.

    Confirmation

    I here by confirm that all the information which have been provided are complete & true.

     

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