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ASHISH KUMAR (1) (1)
- 1. ASHISH KUMAR Mobile: +91-9560658685~ E-Mail: ashish_kumar511@yahoo.com Seeking assignments in Sales / Customer Relationship Management / Operations Management with an organization of high repute with any industry PROFILE SNAPSHOT A result-oriented professional with 9 years of experience in Operations Management, Customer Relationship Management, Team Management and Quality Management Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence Deft in providing training; evaluating the effectiveness of training programs by constantly developing & implementing pre and post assessment tools A thorough professional with a proactive attitude, capable of thinking in and out-of-the-box, generating new design solutions and ideas Possess excellent interpersonal, communication and organisational skills with proven abilities in team management, customer relationship management and planning AREAS OF EXPOSURE Designing & implementing procedures for operations and internal reporting systems for monitoring quality Interacting with clients to resolve operational issues as well as implementing new process & procedural changes Resolving Customer Query and removing late fee when customer make the payment in the store, by using MX Card without having the store account number. Providing value added customer service to customers, giving information regarding various services and products offered and escalating satisfaction levels Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level Ensuring a high-quality customer experience, analyzing CSAT, elevating customer satisfaction, while adhering to the SLAs and work processes Monitoring agent calls, analyzing performance and providing valuable feedback as well as charting out plans for improvement in quality and service standards Handling teams and monitoring their performance by auditing calls on quality metrics, evaluating performance and coaching on improvement areas Assisting trainers for product training & training the new batches on the floor Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective coaching and career development for the team members ORGANISATIONAL SCAN Jan, 2016 – Till date working with Om Infrastructure Pvt. Ltd. as Team Leader Oct’13 – May’15: Spring Holidays Ltd., NEW DELHI as Team Leader Feb’11 - Aug’13: HCL Technologies BPO Services, Noida as Sr. Executive/QA Key Result Areas: Managing the Customer service and monitoring voice calls on a regular basis by listening to customer calls & complaints Worked as Supervisor, total strength of the floor is 400 CCE, taking their calls as Supervisor or Appreciation calls, Customer escalated calls. Worked as Assistant Team Leader in the absence of Team Leader handling the team of 20 members. Responsible to ensure process is adhered as per the standards set Reviewing performance by conducting test series, exams and evaluations on regular basis PREVIOUS EXPERIENCE Jun’08 – Mar’09: Jindal Intellicom Centre, NEW DELHI as CONTACT ASSOCIATE Jun’04 – Apr’08: Mukut Hotels Pvt. Ltd., NEW DELHI as TEAM LEADER Joined as Tele Sales Executive and rose to the position of Team Leader
- 2. IT FORTE Goodknowledge of MS Office (Word, Excel, PowerPoint & Outlook) and Internet Applications ACADEMIC CREDENTIALS 2012 BA from, Delhi, Delhi University 2004 12th from V.N. BENGALI SR. SEC. SCHOOL, NEW DELHI, CBSE Board 2001 10th from V.N. BENGALI SR. SEC. SCHOOL, NEW DELHI, CBSE Board PERSONAL DETAILS Date of Birth : 16th January, 1986 Address : E-66, Moti Bagh-1, New Delhi-110021 Languages Known : English, Hindi Bengali and Punjabi Location Preference : Delhi & NCR Date: (ASHISH KUMAR)