1. Ujjwal Jindal E-Mail: ujjwaljindal@gmail.com (M) +91-7011221155
Process Specialist in Operations & Team Performance development with a leading organisation.
A BRIEF OVERVIEW
 A result focused professional in Team Performance development and expertise in the BPO
industry
 Merit of working with customer services and up selling.
 Efficient in team handling, people management.
 Diligent and team performance oriented with excellent communication & interpersonal skills
AREAS OF EXPERTISE
Process Management
 Co-ordinating with managers regarding process improvements & assisting them on efficient
process management
 Executing initiatives on time management and encouraging teams for the same for better
production
 Analysing Customer Satisfaction Surveys report in accordance with the surveys received,
preparing reports for the team and tracking performance on daily, weekly & monthly basis and
do data analysis for better performance
 Identifying improvement areas & implementing measures to maximise customer satisfaction
levels
 Following ADR (alternate dispute resolution) process with the motive of 0 complaints and being
complaint.
 Ensuring continuous interaction with the customer to make sure that area of concern can be
worked upon for improvement
People Management
 Working closely with the bottom performers of the process and ensuring continuous
performance by mentoring them, coaching and feedback and conducting
brainstorming/refresher training programme.
 Identifying performance gaps; updating on process related information.
 Mentoring and motivating team members individually and during team meets to enhance
service standards, customer satisfaction & team development
ORGANISATIONAL EXPERIENCE
Working with Convergys India as a Senior Customer Care Specialist (May’12 – Until Present)
KRA’s
 Collaborating with Training to improve transition of people from training to production.
 Building relationship with the new hires during their nesting to understand the challenges and
share with the leadership operations team.

2.  Preparing detractor analysis and NON FCR analysis report to highlight the concern areas to
rectify.
 Handling team of 17-21 people; ensuring that there learning curve is shorter; monitoring
them on daily basis to bring up the performance to meet the client agreed process targets.
 Doing analysis for the process to find the areas of improvement in regards to customer
satisfaction based on clients verbatim and score received
ACHIEVEMENTS
Awarded as the Legend of the Year for exemplary performance in operations for two consecutive
years (2013-14).
Awarded as the Top Up Seller in Pay G Campaign across India.
ACADEMIAC
2012 B.Com Delhi University
2008 Intermediate (12th
Board CBSE) Prabhu Dayal Public School
PERSONAL VITAE
Date of Birth : 11th
May 1990
Address : 530, Mukeem Pura, Subzi Mandi, Near Ghanta Ghar, Delhi - 7
Languages known : Hindi and English