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T A R U N K A T H U R I A
tjkathuria@gmail.com
+91- 9873489212
~ S E N I O R L E V E L P R O F E S S I O N A L ~
Highly Proficient in Customer Service, Technical & Backend Operations with overall 13+ Yrs. Expertise
PROFILE SNAPSHOT
 Assistant Manager Operations with Genpact India Ltd for largest O2C Operations for US food giant
 Strong customer business relationships leading to referral business, managing strategic accounts and key
metrics
 Previously handled profiles in Project Management of wired, wireless & voice products, CPE Management and
Customer Service Delivery
 Proven Track of improvising Customer Satisfaction and Business Standardization
 Self-contained, positive attitude, personal integrity, and a team builder
CORE COMPETENCIES
• Business Development • Quality & Compliance • Customer Service Delivery
• Relationship Management • Project & Operations Management • Vendor Management
ORGANIZATIONAL EXPERIENCE
FEB 2016 – TILL DATE: ASSISTANT MANAGER (GENPACT INDIA LTD. – NOIDA)
Responsibilities:
 Management of customer accounts receivable specific to payment Deductions (O2C)
 Leading a team of 19 resources responsible for research, coding and routing of payment deductions from global set of
customers.
 Liaising with Global Account Managers as a part of weekly business management calls.
Achievements:
 Successful completion of process transitions from customer location in Omaha to Offshore location (Mar ’16)
 Part of strategic improvement panel chosen for Omaha re-visit for discussions with GAM’s (Sep ’16)
 Acting Lead & SME for presentation of Lean Ideas for the team
FEB 2014 – DEC 2015: ASSISTANT MANAGER (TATA TELESERVICES LTD. – NOIDA)
Feb 2014 – Oct 2014: Relationship Manager
Nov 2014 – Dec 2015: Assistant Manager
Responsibilities:
 Spearheading the service delivery of charging system products for Global Telecom Customers; managing emergency
situations and troubleshooting live network products
 Mentoring the team of 185+ Call-Centre executives, managing back-end Complaints/Requests/Enquiries raised at touch
points by Post-paid and Pre-paid customers
 Formulating & implementing strategies for Telecom Projects; delivering voice and data network solutions
 Queries & escalations management leading to customer satisfaction surveys and scores
 Quality management, Change management, Fault management, Escalation management, Preventive maintenance as well
as performance management as a part of operations
 Administering Tech & Non Tech complaints for Data & Voice orders i.e. MPLS, ILL, DLC, RW, PRI and wireless; resolving
all the queries and issues of Corporate Clients within TAT in coordination with Accounts managers Pan India.
 Leading the technicians for installation, support & maintenance of all the standard products & services of the
organization.
 Addressing performance bottlenecks & ensuring maximum network uptime
Achievements:
 Led a team of 190 staff members including 20 team leads and guided them to achieve maximum customer satisfaction
 Secured businesses worth ₹16 Crores (State Bank of Bikaner) & ₹20 Crores (Rajasthan Cooperative Bank) within a short
span of 1 year
 Collected data for baseline audits as well as drove knowledge for a team of 35 members
 Worked as a Team leader for Backend coordination in EBS Retention & Customer Satisfaction for Northern Region

2. AUG 2011 – JAN 2014: ASSOCIATE TERRITORY MANAGER (HCL INFO SYSTEMS LTD. – JAIPUR/MUMBAI)
Responsibilities:
 Supervised service issues of corporate clients, schools and colleges of Rajasthan circle
 Managed installation, commissioning and operation of various networking equipment to reduce downtime and enhance
operational effectiveness of equipment
 Ensured completion of installation activities within the time & cost parameters and effective resource utilisation to
maximise the output
 Worked in coordination with vendor for stock procurement and negotiations; ensured timely payments
Achievements:
 Managing two delivery location teams (Jaipur & Mumbai) simultaneously with approx. 20 resources each.
OCT 2007 – JUL 2011: SENIOR EXECUTIVE (TATA TELESERVICES LTD. – NOIDA)
Responsibilities:
 Controlling incidents and ensuring high end-user satisfaction levels through prompt solution of their problems
 Customer Service Delivery for Corporate Customers.
PREVIOUS EXPERIENCE
Sep 2005 – Sep 2007: Customer Interaction Officer (Vodafone – Gujarat)
May 2003 – Aug 2005: Customer Care Supervisor (Bharti Airtel Ltd. – Gujarat)
CERTIFICATIONS
 Certified for providing Best Services and managing the Resilience Project
 Received two certificates for achieving targets while working on Wireless Walky Project as Walkthon
I T SKILLS
 Sound knowledge in MS Office (Word, Excel, PowerPoint) and Internet Applications
 Understanding in Installation of Window Basic & Software’s and Replacement of Hard Disk
ACADEMIC DETAILS
 B.Com. from Chandra Mittal Arts and Commerce College, University, Darbhanga in 2006
 12th from (Divine Child High School), (Gujarat Board), Surat in 2003
 10th from Xavier’s High School, (Gujarat Board), Surat in 2001
PERSONAL DETAILS
Date of Birth: 6th October 1982
Address: Street No-7, Krishna Nagar, Delhi
Languages Known: English, Hindi, Gujarati and Punjabi
Valid Visa: USA B1/B2 till 2026
(Tarun Kathuria)