This CV summarizes Devendra Singh Kushwah's professional experience in customer service roles over the past 6.5 years. He has worked as an Assistant Manager, Team Leader, and Senior Executive for various call centers in Indore, India. His responsibilities have included supervising agents, meeting targets, handling escalations, and ensuring high quality customer service. He has strong skills in Microsoft Office, analytics, customer relations, and remaining calm under pressure.

1. Curriculum Vitae
Devendra Singh Kushwah
Ph: +91-9755648288 | Devsingh660@gmail.com
Summary:
• 6.5 years of call centre experience
• Customer focused supervisor carrying lot of experience in the background
• Extensive working experience in operator and process management
• Domestic and international experience
Skills:
• Application software: MS Word, Excel, PowerPoint, and Outlook express
• Analytical and management skills
• Good inter-personal skill and team builder.
• A self-starter with lot of motivation and enthusiasm.
• Hardworking, Dedication, Result Oriented and Time bounds
• Ability to build and maintain good customer oriented relations
• Keep cool at most difficult situation.
Education:
• S. S. C. passed from MP board in 2003
• H. S. C. passed from M.P. BOARD in 2005
• B.com passed from Jai Narain Vyas University, Jodhpur in 2011
• MBA Finance passed from Vinayaka mission University (Distance Education) in 2013
Experience:
SDN Technologies, Indore 12th
April’16 – Till date
Assistant Manager – Operations
Responsibilities:
• Monitored daily operations to ensure a free flow process and supervised the execution of daily tasks
• Developed and enforced sound policies and structures for the growth of the company
• Created a strong workforce by developing competent individuals in the banking operations team
• Overseen the processing of centralized loans and other banking activities to ensure due process, accuracy and
accountability are followed
• Created and implemented long term business plan to ensure continuity of business operations in the long run
• Ensured client data is protected from the public and secured against fraud by enforcing access rights and
verification levels
• Developed financial back up plans to protect business operations in the event of major crises that could result in
huge losses
• Collaborated with heads of other units to develop best practices for successful banking operations
• Delegated tasks to members of the operations team.
1Point1 Private Limited, Indore March 15 – 10th
April 2016
Client: Videocon D2H
Team Leader - Operations
Responsibilities:
• Managing day to day planning, operation and problem- solving of team agents to meet the required service level.
• Supervisor login to take escalation calls, real time monitoring of calls to develop the team to ensure delivery of a consistently
superior customer experience by highly knowledgeable and customer -focused agents.
• Making sure the team achieves quality and productivity targets.
• Handling span of 20-25 agents.
• Responsible for meeting up with monthly, quarterly and half yearly objectives of the company
• Excellent knowledge about Team handling. Well managed in Facts and figures, Monthly target etc.
• Call Monitoring/barge in for the team members.
• Conducting Performance appraisal for the team.
• Taking care of roster and scheduling
• Preparation of MIS reports, on daily & monthly basis.
• Handling Client management & escalations.

2. • Co-ordination with the internal departments, to make sure that work is not getting affected.
Effort BPO, Indore August ‘2012 – Feb’2015
Process: Reliance Prepaid
Team Leader
Responsibilities:
• Worked as a Team Leader to supervise team of 20-25 agents
• Responsible for day to day operation through effective planning and management.
• Handled Team of RTL GSM / Prepaid-Process.
• Responsible for Quality of Service delivery through coaching, feedback and planning.
• Several Analysis such as Variance, AHT Analysis, Repeat SRs, Repeat Calls etc.
• Actively coordinated with other departments and escalating major issues to the concerned departments for
immediate resolutions.
• Quality Audits
• Studied the varying Average Handle Time and Fatal Error trend of the MP & CG circle. Monitored the process
adherence and fine-tune the process laid.
• Repeat Call analysis for Prepaid & Post-paid IVRs. Increase in calls serviced at IVR. AHT reduction project.
• Responsible for the performance on FTR% (First Time Resolution), Reduction and Creation of Services Request
(Complaint), C-SAT (Customer Satisfaction), TAT of SR closure.
• Checking the correctness of closure/creation of Service Request (complaints)
• Imparted training to new and existing team members.
• Knowledge of Customer Service, Customer Behavior/Customer Psyche.
• Responsible for Marking Attendance, Managing Leaves, Unscheduled absenteeism, Service level & Answered
level, Productivity and Quality Review, Team briefing Pre/Post shift, Transaction monitoring (Call Barging).
• Feedback & Coaching, Maintain agent performance data for discussion every day, structured One to One
discussion with Team (Documented).
• Responsible for the update MIS report on daily basis.
• Generated Login hours report every hour and given update on the floor.
• Handled the Quality and ICE improvement, reduce Repeat call, projects.
• Client interaction on product and other production issues
• Ensured training needs of subordinates are met.
• Handled break schedule to meet SLA
First source Solution Limited, Indore April’2011 – Aug’2012
Senior Executive
Responsibilities:
• Provided information’s to Airtel Digital TV Customer ‘s through inbound calls.
• Provided information on customer queries and request.
• Resolved customer concerns and issues in professionally and timely manner
• Capturing customer details on call in ECRM application and sharing feedback with team leads when needed
• Follow up when needed
• Achieved targets beyond expectations.
• Got many rewards for best quality performer, best agent of the month and quarter
• Worked for many projects with team leaders and managers such as AHT project, repeat project and quality
projects.
Personal Details:
Date of Birth : 22nd
July 1988
Father’s Name : Mr.Baboo Singh kushwah
Address : Quater.no. D8 central kotwali Police Line Indore (MP)
Marital status : Married
Passport : Valid and Active
UAN : Available
Current CTC : 3.70 Lac per Annum.