Mritunjay Kumar

Mid-Management Professional

+91-953*******/+91-970******* adg0ip@r.postjobfree.com Mritunjay.kumar238 1

An established professional with nearly 17+ years of experience Call Center Operations ~ Back Office Operations ~ Partner Management ~ Quality Management

“Expertise in monitoring the functioning of Customer Service Operation (Call Center Operations) while ensuring efficiency in process operations and creating a dynamic environment that fosters development opportunities & motivates high performance among members”

PROFILE SUMMARY

A competent professional with 17+ years of experience with the best set-ups in Telecom & BPO industry (Domestic and International

– Health Insurance), expertise in managing the entire gamut of Call Centre/BPO Operations

Consistently grown across the hierarchy, successfully delivered business KPI’s in diverse verticals like Operations and Quality.

Excels at managing business operations with focus on performance and expertise in streamlining business processes (SOP), defining continuous process improvement, planning strategies, resource administration and aaccelerating employees’ strength by training, motivation & mentoring.

Result-oriented professional with expertise in framing work direction & plan for associates after assessment of capabilities, setting up targets, SOP & SLA, maintaining CTQ (Critical to Quality)/CTP (Critical to Process) targets with the focus on Customer Experience (NPS) and excelling business targets.

Proficient in identifying training needs across levels through mapping of skills/behavior for different roles and analyzing existing level of competencies; understanding training requirements and customizing learning projects for achieving the growth of the company.

Excels at Service Excellence functions, Call Center Operations, Call Center Transition, Strategic Planning, Quality & Training and other areas including Automation & Project Rollouts, Cost Optimization & Revenue Enhancement Plan with proven ability for Service & Business Excellence.

Key Skills

Call Center Operations (Inbound and back office Operations) Call Center Transition Partner Management Customer Relationship Call Center Quality Management Customer Experience Management Strategic Planning Business Development Process Management Service Delivery Revenue Generation Cost Optimization P&L Management Churn & Retention Management Cross Functional Coordination

Negotiation Team Management Lean Six Sigma-Green Belt Career Timeline

Work Experience

Tech Mahindra Limited, Pune as Manager - Quality Since March 2019 – Until Now Key Result Areas:

Heading complete site of Telecom business (Project - Vodafone Idea Ltd.) for Inbound call center (IBCC) and Central Back office (CBO – Level2 Service Delivery, Written Communication & Appellate desk and Non-front line Closure Service Requests)

Also handling International business of health insurance for PGS

Establish and maintain Quality Management system for all the account

Implement Operational Excellence Tools (5S, RCA, Lean, Standard Work, Continuous Improvement, Six Sigma & GEMBA).

Works with the site team to achieve optimal results on efficiency and other operational key metrics (i.e. First Time Resolution, AHT, shrinkage, Utilization etc.) through gap analysis and process improvement projects

Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement

Driving ROI / Value Added approach by driving process improvements and business transformation

Ensuring Internal and External Quality metrics are being met

Delivering high impact projects targeting financial gains or value additions to the customer through process optimizations

Work with the site/client team in upholding compliance in all organizational standard procedures and policies (i.e. Model of Excellence, InfoSec, Physical Security, Visitor Processing, operational processes, business reviews, etc.)

Responsible for compliance in all contractual and regulatory requirements

Train staff on Operational Excellence Tools & promote culture of Kaizen.

Participate actively in all quality related audits both internal and external (including ISO certifications)

Supervise execution of transactional quality audits to position Transaction monitoring as a leading indicator of operational results and identify process improvement opportunities

Analyse current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes

Act as a Change Agent and work closely with Operations to optimize Customer Value in multiple client engagements

Liaison with the Process Heads / Client to Identify Opportunity Areas & Prepare and Implement Improvements

Problem solving and developing innovative solution

Assisting Special Projects and performing other duties

Any other task/s assigned by the reporting manager or as required by the business Previous Experience

Vodafone Idea Ltd., Mumbai as Deputy Manager – Call Center Operations Since June 2008 to Dec ‘2018. Key Result Areas:

Managed multiple Service Partners (Aegis/Intelenet/Kochar/TechM) for various LOB’s with the best setup at different geographical location.

Managed Call Center Operations through Service Partners with focus on Customer Experience (NPS), Excelling Business Targets & Service Delivery Metrics.

Acted as a custodian for Process & Policy Compliance, Cost to Serve (CPS), TNPS, SLA Adherence & Service Quality.

Formulated and Implemented strategies for maximizing profitability, optimizing cost & generating revenue from Call Center along with the organizational goal of Customer First.

Ensured the operational processes are managed in terms of TAT accuracy, frequency & compliance leading to seamless service delivery, analyzed business implications, captured VOC process-wise with a view to apprise concern department’s for resolution and assist in critical decision-making process.

Analyzed the business needs & provided strategic direction by way of providing Standard Operating Procedures, Manuals to facilitate smooth functioning of process and ensuring accomplishment to Service Level Agreements.

Conceptualising & implementing short/ long-term plans on Cost optimization & Revenue enhancement for Customer Service Dept.

Directed the functions related to Inbound Call Centers, Outbound Call Centers & Back-end Response and Resolution Team and entire communication for the circle

Auditing existing process in periodic intervals to ensure strict adherence to Standard Operating Procedures.

Enhance usage and potential of IVR and other Self-Help through completion benchmarking.

Analysed business implications, captured VOC process-wise with a view to apprise concern departments for resolution and assist in critical decision-making process.

Ensured people development program on regular basis based on the training need identification.

Monitored the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Established quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes.

Lead, mentored & monitored the performance of team members for ensuring efficiency in process operations and meeting of individual & group targets.

Key Projects Handled & the Noted Attainments:

Reduced the cost to serve of the circle by 30% by ensuring lowest repeat percentage & best TNPS month-on-month by adopting an integrated model - RAXE (Resolution, Analysis, eXperience and Engagement).

Recipient of the following:

o Mega Star Award’ in 2017 for enhancing customer experience through TNPS – An Integrated methodology to measure customer loyalty towards the brand - Vodafone.

o Mega Star Award’ in 2012 for an exemplary performance while taking the initiative to meet business objective towards business exigency thereby ensuring no customer impact.

Training & Workshop:

Workshop on Conflict Management, Team Development & Capability Building.

Among the few privileged to be a part of the Apple IPhone Workshop.

Training on Handset Troubleshooting mainly iPhone & Blackberry. Reliance Communications Ltd., Ranchi as Executive - Zonal Ccustomer Service. Since Mar ‘2006 - Sep ‘2008

Complete Life Cycle Management, Complain & Resolution Management Key Projects Handled & The Noted Attainments:

Spearheaded end to end VTM Project as per TRAI regulations to streamline the documentation process Reliance Communications Ltd., Mumbai as Executive – Customer Care (Inbound Call Center) Since Nov ‘2003 - Feb ‘2006 Finedge India Pvt. Ltd., New Delhi as Team Leader (Project - Standard Chartered Bank) Since Nov ‘2001 - Aug‘2003

Outbound Call Center Operations – Customer care, Cross selling and Up selling Key Projects Handled & The Noted Attainments:

Premier batch to set up Inbound call center project (Customer Value Management for the Project - Standard Chartered bank)

Promoted as TEAM LEADER from Customer Care Executive in June’ 02 Education

Academics:

Graduated in Hotel Management from National Council for Hotel Management at Kolkata in 1997. Professional:

Lean Six Sigma Green Belt certified by Canopus Business Management Group, 2018

ISO Audit certification from Tech Mahindra Limited, 2020 Projects Undertaken

At Vodafone Idea Ltd.,

National Call center transition Project.

Introduction of TNPS methodology at Call center - To transform customer Satisfaction into Customer experience.

Implementation of RAXE Model project to enhance the customer experience score (Got awarded with business performance award)

Implementation of EWS in NHIB had improved the First Attempt Throughput Percentage in Training and the Q-0 Performance. At Reliance Communication Ltd.,

VTM Project to streamline documentation process as per TRAI guideline. Personal Details

Date of Birth: 28th May 1977

Languages Known: English and Hindi

Present Address: Pratik Nagar Society, Flat No-16, Yerwada, Pune - 411006

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