Bansh Kishor has over 4 years of experience in customer service and leadership roles. He currently works as a Team Leader at FIS Global Business Solutions India Pvt. Ltd., where he manages a team of 15, meets KPIs, provides coaching and feedback, and drives performance improvements. Previously, he worked at Intelenet Global Pvt Ltd in customer service roles handling hotel bookings, cancellations, and queries. He has a B.Tech in Electronics and Communication from Rajasthan Vidhyapeeth University and completed coaching certification from FIS in 2013.

1. Bansh Kishor
A -59, Vijay Nagar, Mohan Garden, New Delhi-110059
Cell: 9654582898, banshk123@gmail.com
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Professional Summary
Team Leader with more than four years of professional customer service and leadership experience; expert in
operations management, people management, training, and service solutions.
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Skills
People Management and Development, Process Transition, Delivery Excellence, Operations Management,
Customer interface expertise,
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Work History
Intelenet Global Pvt Ltd. – New Delhi
03/2011 to 01/2012
Sr. Customer Service Associate:
• Worked as a Customer Service Executive for a Hotel service Client site
• Handling hotel bookings
• Hotel bookings cancelations and amendments
• Resolving payment related disputes and replying to customer emails on their booking queries
FIS Global Business Solutions India Pvt. Ltd. - Gurgaon
02/2012 to 02/2016
Customer Service Advisor:
Resolving technical problems related to phones, network and other account related queries for a leading
telecom service provider for UK customers via live chat.
Team Coach
01/2013 to 12/2013
• Conducted training, refreshers and coaching to achieve an excellent team performance and for the
individual growth of Team Members.
• Monitored chats for quality efficiency and to enhance customer experience.
• Organizing different contests within the team and process to create a competitive environment and
sustain the team performance.
• Providing floor support to live chat advisors
Team Leader
01/2015 to 02/2016
• Handling a team of size 15 plus
• Meeting process KPIs (C-sat, ACL, ART, Labour hours, etc.) having a control on absenteeism and
attrition.
• Monitoring of chats for quality and better customer experience
• Providing Coaching& Feedback by identifying the need to team members
• Reviewing performance & Driving Improvements, People development
• Managing leaves and other administrative work for associates
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Education
2009
B. Tech: Electronics and Com munication

2. Rajasthan Vidhyapeeth University, Udaipur Rajasthan.
Certifications
Com pleted the ‘Coaching the FIS Way Certification’for a certified coach in 2013.
Award
Aw arded with the FIS FIAM Award in 2013 ‘in recognition of ability to make FIS a great place to work.’
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Personal Details
Languages- Hindi and English;
Date of Birth- 15thFeb-1988;
Father’s name- Sh. Deshraj,
Hobbies- Browsing Internet, writing and playing badminton
Date: 14-03-2016
Place: NewDelhi
(Bansh Kishor)