Arunjay Kumar is seeking a career opportunity where he can utilize his skills and experience. He has a Bachelor's degree in Computer Science and has over 7 years of experience in customer support roles for companies like Ola Cabs and Mphasis. He has strong communication, problem solving, and analytical skills and is proficient in Microsoft Office and Windows operating systems.

1. ARUNJAY KUMAR
Phone No: +91-9916978950
Email – arunjay51@gmail.com
CAREER GOAL:
I intend to build a career with an organization which can provide me ample of
opportunities to utilize, develop my skills, knowledge, talent, experience and
competencies to the best of my abilities and efficiency in a way that can enhance my
learning and skill set and add value to the organization concerned.
PROFILE:
Self-motivated, smart working and goal-oriented with a high degree of flexibility,
creativity and resourcefulness, commitment and optimism. Very much potential to take
the responsibility and maximise the output.
Good communication skills, verbal as well as written, coupled with good presentation
and interpersonal skills.
A very handy and excellent candidate for your organisation.
EDUCATION:
• B.C.A ( Bachelor Computer Science) from RKIMCS , Bangalore
• Pre University SVM – III (C.B.S.E. Board), Bokaro Steel City.
• Secondary School Certificate BIV – II (C.B.S.E. Board) Bokaro Steel City
CAREER CONTOUR:
Organization : ANI Technologies Pvt. Ltd. “Ola Cabs”.
Role : Customer Support Executive
Total Duration : October 2014 – 1st
August 2016
Responsibilities:
• .Handling inbound, outbound calls & Escalation calls for Customer
queries as well as Driver’s Queries.
• Preparing the dashboard for bookings, cancellations, stockout, Driver’s
request for validation and Audits of Recompletion Form.
• Pickups Stock out Capture and increasing the supply based on
customer’s demands.
• Resolving driver’s apps related issues. (E.g. Device Replacement Data)
• Monitor the matching effectiveness and delays from drivers.

2. • Made outbound calls to the customer for Customer Survey to know and
analyze the reason for cancellation to minimize it.
• Handled diver device for all quality faults. Synchronized and mapped
the device IMEI, operator and driver on IMS Staging for testing and
even in production level.
• Handled Ola Share training & Refresher training and also handled
support tool training for CC & Team Leads.
• Maintained the Ola share invitation sheet and forwarded to Tech team to
send invite for Olashare Icon.
• Performed analysis of customer satisfaction data. Take direction from
ad-hoc requests as well as provide proactive discovery with continuous
data analysis.
• Managed and updated CSAT & DSAT reports and results to parallel
customer needs as products and services change, technology advances
and other data collection tools are made available.
• Based on call auditing maintained below sheets to check that correct
resolutions are being provided to customers complains / Queries.
• Call summary and counts of customer to make necessary changes in
Consumer Application.
• Done field testing for driver App to analyze and ensure that everything
is working fine in Partners Application (SMS, bookings, Live Payment
update etc.).
• Helped the team for Customer and Driver FAQ for Ola share as well to
make proper script for CC.
• Did RCA on allotment of Bookings and Competitive Analysis.: Angle
of allotment, Sanitization issue, Drop Lat/Long Mismatch Issues, Server
Sync Issue.
• Provided Refresher training on Olashare for CC and PC Advisors to
update them on current changes and quality improvement.
• Abnormal toll check and Re-completion tool testing & Validating the
tolls applied correctly on driver payment or not.
Achievements

3. • Appreciated By The Managing Director.
• Assisted the ops team over and above my set KRA’s to ensure SLA’s are
met especially for OLASHARE Process.
• Received Award from ANI Technologies Pvt. Ltd. “Ola Cabs “for best
employee as “Subject Matter Expert”.
Organization: Mphasis (HP Company).
Role: Senior Quality Analyst
Client: State Bank of India
Duration: January 2011 – September 2013
Responsibility:
• Handling inbound calls for banking domain
• Ability to work independently and in a team environment
• Able to solve problems and identify opportunities through the use of
analytics and critical thinking.
• .Achieving targets within specified time frames
• Adaptive to change
• Organizing calibration sessions and ensuring attendance
• Sharing effective feedback and ensuring performance improvement
• Taking necessary action on defaulters and maintaining process hygiene
• Publishing Unit Managers Dash Board and Agents Monthly &
Quarterly Reports.
• Excellent communication skills with an ability to think on my feet and
speak professionally to both internal and external customers.
SKILL SET
Technical Skills:
• Application Software - Microsoft Office 95, 2000,2007,
• Operating System - Windows XP/VISTA/WINDOWS 8
• Others - Hardware & Networking
• Sound understanding of 7 QC
• Software Testing
Achievements
• Appreciated by the Manager Training & Quality
• Assisted the ops team over and above my set KRA’s to ensure SLA’s are met
• Received Summit Award from Mphasis for best performance
PERSONAL DOSSIER

4. Father’s Name: Prem Chand Prasad Singh
Date of Birth : 19 June 1986
Languages : English, Hindi
Address:
#50/2, Shanthi Nivas
Byrappa Layout, New Extension,
Whitefield
Bangalore- 5600066