ASHISH KUMARMobile: +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 LEADERJoined as Tele Sales Executive and rose to the position of Team Leader

IT FORTE

Good knowledge of MS Office (Word, Excel, PowerPoint & Outlook) and Internet Applications

ACADEMIC CREDENTIALS

2012 BA from, Delhi, Delhi University2004 12th from V.N. BENGALI SR. SEC. SCHOOL, NEW DELHI, CBSE Board2001 10th from V.N. BENGALI SR. SEC. SCHOOL, NEW DELHI, CBSE Board

PERSONAL DETAILS

Date of Birth : 16th January, 1986Address : E-66, Moti Bagh-1, New Delhi-110021Languages Known : English, Hindi Bengali and PunjabiLocation Preference : Delhi & NCR

Date: (ASHISH KUMAR)