1. Abhay Kumar
B-321 2nd Floor Avantika Rohini Delhi-85
Phone: 9873597754
E-Mail- kumar8abhay@gmail.com
Objective:
To work in a professional environment where I can work to the best of my abilities & where there are avenues of
growth & learning.
Total Work Experience: 11 +years
Currently working in Convergys as Employee Engagement (Administrative)
 Admin – taking care of all Admin work including appointments and maintaining calendar for Director of
Operations for his daily schedule.
 Billing – taking care of all Vendor billing and personal billing for EE program. Familiar with Convergys Financial
Tools like People Soft & XMS Tool.
 Client Management. – taking care of all Client’s Visit including their welcome arrangement, Flight tickets booking
transport, meeting room booking and their meals arrangement.
 Vendor Management – taking care of all Vendors related work for the program including Branding on Floor,
Gifts for Employees and Purchasing Assets for program and Billing.
 Employee Engagement – Handling team of 10-12 people to organise Events and R&R’s for the program,
festivals events and internal contests for Performance and Fun.
 Physical Audits on Floor – Handling Team of 6-8 people for making sure of no papers and compliance on the
floor by conducting 5-7 daily audits on the floor.
 Coordinating with FM, IT, Managers, and support departments to ensure smooth functioning of the process.
 Good knowledge of SharePoint and Shared mailbox
 SME- Team Schedule Adherence. (Timely Login/ Breaks and Logout).
Discussing and explaining process related challenges with the team. (Clearing Doubts).
Taking process related sessions if required.
Discussion about top call drivers.
Monitoring one call daily and giving feedback to improve performance.
Addressing Teams performance related issues. (AHT/ ACW/ Hold/ Transfers etc.)
Highlighting, addressing and reporting any issues related to behaviour, hygiene and unscheduled absenteeism/
possible attrition/ ID related issues, etc.
Mentoring the team and improving the team performance in a positive way.
HCL Technologies ltd BPO service (29th June2009 till 30 Sept 2011)
Job Profile - Customer support service for British Telecom (Order Management Desk)
WIPRO BPO: 2 years5months (As on 12th June 2008)
Summary of Skills& Experience:
Over 11+ years of experience in the areas of Operations Management, Client Servicing, Quality Assurance & Team Management.
Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service
standards for business excellence. Possess excellent interpersonal, communication & organizational skills with proven abilities in team
management, customer relationship management & effective crisis management.
Areas of Expertise:
Handling technical in an Inbound Voice based processes, Technical Support as well as Customer Support processes.
Building excellent rapport with different groups of people- clients, internal team members & various support groups.
Managing overall operational functions viz. manpower planning, selection, performance, training, quality, etc. Mapping

2. business requirements, and coordinating in developing and implementing. Leading, mentoring & monitoring the
performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
Professional Experience:
Current Designation: Employee Engagement
Principal Responsibilities:
Production Team – In Deep Agency
 Managing a 21 member’s team to deliver on said goals and targets./sale
 Conducting Crew Briefs with team members for sharing Updates (Internal / Client)
 Sharing Growth Opportunities within the Organization with the Team members and also
sharing with them the Academic Benefits being a part of Wipro/Deep Agency(a unit of Coca Cola
Co).
Principal Responsibilities:
Senior Associate:- March 31st, 2007
 Coaching, Counseling and Training of new recruits to get in synch with the
tenured agents on the floor within a specified time span.
 Managing a 17 member team to deliver on said goals and targets.
 Taking timely Team briefings to share the Process / Client Updates and Team
Performance
 Quality checks for the team.
 Worked for an inbound ISP process dealing with billing, cancellation, & a
technical process.
 Sharing Growth Opportunities within the Organization with the Team
members and also sharing with them the Academic Benefits being a part of Wipro.
(SEED).
Process Initiatives as Senior Associate
 Process Outlier Management Data Collation
 Project Upsell Data Collation)
 created a Technical Document to help CCC’s to get in synch with the technical aspect
of the Process with ease.

3.  Actively involved in Process Training and OJT of New Hires helping them in
understanding the basics of the process.
Key Projects –
 STQ Team and Vista training and helping the premium service Q
 Project On Premium Services Upsells (Add On Features)
 Project on helping the entire team in any kind of transportation issues.
Achievements as a Senior Associate
 Top associate for the month of October and November 07.
 awarded the certification of Appreciation from the client after successful completion of the
Advanced Connectivity, Browser and Vista trainings.
Experience as Technical Facilitator –
Technical Facilitator
 Date Of Joining: 9th of January 2006
 Company: Wipro-BPO Services Pvt. Ltd.
 Department: Operations
 Experience as Field promotion officer – 6 years & 8 months in DEEP AGENCY(A unit of
Coca Cola Distributors)
 Company Profile: Wipro-BPO is a full spectrum and end-to-end provider of Business Process
Outsourcing (BPO) and customer interaction services (CIS). The range of services includes email
Management, Inbound & Outbound Voice Processes, CRM, Accounting Services, Transaction
Processing and Web Based Services. There are also specialized knowledge based Business Divisions
which addresses areas such as e learning and Knowledge Acquisition.
Job Profile:
 Providing assistance and taking in technical troubleshooting & policy/procedure questions
and calls with regard to the process for Netscape ISP and CompuServe ISP.Aol
 provided assistance to the Members of the above mentioned ISP.
 Responsible for quality audits for the team & providing feedback for the same.
 managing the Team in the absence of Supervisor.
 provided & managed inputs given from client for improvement of various given parameters
 imparting training in new products that are introduced by client & technical issues.
 Managing data & reports of the team.

4.  Achievements as a Technical Facilitator:
 Received Certificate of Appreciation in Exceeding and Delivering Desired
Targets with respect to client requirements.
 Certificate of Appreciate from the Client on successfully completing the
Training for Premium Services Queue.
Qualifications:
 Academic Qualification:
Examination Board
Year of
Passing
Subjects
Pre-University NEHU 1994 Arts
Graduation MagadhUniversity 2004 Arts
Computer Literacy:
 Knowledge of ISP Troubleshooting
 Basics
 Work on PPT
 Excel (basic)
 Word
Personal Details:
Name: Abhay Kumar
Father's Name: Prof. S.K Mishra
Date of Birth: 8th June, 1976
Languages Known: English, Hindi, Bengali, Khasi (regional language of Shillong Meghalaya)
Marital Status: Married
(Abhay Kumar) Date: Place: New Delhi