Quality Customer Service

Jeevan Kumar

Flt no. ***, *nd Flr, F-Wing, Damodar Vihar, Manjari, Pune.

Phone: 91-772*******, 915-***-****

E-mail: ***********@*****.***

Date of Birth: 18 Aug 1986

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PROFILE

. A qualified focused, hardworking individual with excellent

communication and inter-personal skills.

. Capability to learn quickly and apply that knowledge effectively.

. Exhibit honest work ethics with the ability to thrive in a fast-paced

and time-sensitive environment.

. Well rounded, flexible team player.

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PROFESSIONAL EXPERIENCE

Process Leader

since 1st Feb 2012

Capita India Pvt. Ltd.

. Conducting quality reviews and handling escalation from quality

analysts from the different sub processes.

. Provide quality training sessions to new and existing teams as per

requirements.

. Lead, mentor and develop team members to promote quality awareness and

implement quality programs and initiatives.

. Facilitate or lead training on quality tools.

. Ensure the execution of non-conformance, containment and corrective

actions and metrics.

. Identifying weaknesses and gaps in the existing practices and

facilitate process improvement.

. Handling the team of 15 quality coaches'. Work includes conducting

quality monitoring sessions, feedback session, calibrations,

downloading and maintaining reports (on excel).

. Draw action plans and PIP's for bottom performers.

. Maintaining client relationships.

. Develop team members through coaching and feedback to enhance

capabilities and take higher roles.

. Maintaining operational excellence by meeting client agreed SLA

(Service Level Agreement) and quality.

. Following Ethical Behavior and Conduct. Maintaining professional

boundaries, following all company policies, Security policies. Abiding

and following all process and procedures and following the dress code.

. Shouldering all responsibilities with commitment towards the overall

growth of the organization and provide the best available solutions.

Senior Business Associate

12th Oct 2009 - 31st

Jan 2012

Vertex India Customer Service Pvt. Ltd.

. Working with quality coaches in utility based process.

. Provide Process training sessions to new and existing teams as per

requirements. Work includes floor support.

. Doing quality audits, attending quality reviews and calibrations.

. Analyzing and Routing of documents in to different departments.

. Maintaining operational excellence by meeting client agreed SLA

(Service Level Agreement) and quality.

. Following Ethical Behavior and Conduct. Maintaining professional

boundaries, following all company policies, Security policies. Abiding

and following all process and procedures and following the dress code.

Customer Support Executive

01 Nov 2007 - 02

Nov 2008

Mphasis

. Meeting deadlines as per targets for productivity, average handling

time, call quality, job knowledge and staffing

. Promoting teamwork and BPO success

. Responsible for team targets and overall performance

. Efficiently reduced attrition hence increasing login hours for optimal

use

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EDUCATIONAL AND PROFESSIONAL DEVELOPMENT

Six Sigma Green belt Certified and Black belt trained.

Efficiency in Microsoft Excel

2 years diploma in Spanish from Instituto Cervantes, New Delhi.

Bachelor of Business Administration from Sikkim Manipal University (SMU),

2014

Senior Secondary - Punjab School Education Board, 2004

Secondary - Himachal Pradesh Board Of School Education, 2002

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Achievements

. Awarded as the best team member for the month of Jan-2011.

. Awarded with best process trainer award while transition from Gurgaon

to Pune in 2012.

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Technical Skill Set

Operating Systems: Windows 98, Windows XP.

Package: Ms Office 2003, 2007, Ms outlook.

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Interest: Cricket & like to have updates on current

affairs.

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Contact this candidate