Mukesh Kumar

# **** ****** ** * **********

Email: adk35c@r.postjobfree.com

Phone: +91-925*******

Total work experience – +14 years

OBJECTIVES

To pursue a result-oriented career in a dynamic and stimulus work environment and grow professionally with a progressive organization by contributing to the best of my abilities adding value to the organization.

CORE COMPETENCIES

Customer Experience Management

People and Performance Management and Improvement

Client Management.

Complaint Management

KEY SKILLS

Strong People management skills, especially working in cross-functional teams

Strong communication skills: verbal, written, and interpersonal

Excellent customer service skills

Proven ability to work quickly under pressure without sacrificing quality & exercising appropriate judgment in critical situations

Self-starter, highly motivated and with high energy level, willing to deliver excellent results

CAREER HISTORY: Assistant Manager – Operations (From Dec 2017 till date)

Currently working as an Assistant Manager Operations for Concentrix Pvt. Ltd, IT Park, Chandigarh -associated with Intermiles formerly known as Jet Privilege - an internationally acclaimed award winning loyalty and rewards programme. InterMiles is a travel and lifestyle rewards programme that lets you earn InterMiles for every transaction you make on any of our platforms and programme partners.

Present Responsibilities:

Managing different LOBs – Inbound, Outbound, Back Office, Emails and TBO Sales ; total of 35-40 staff including two Team Leaders

Interacting with clients/customer through e-mails and conference calls to review and resolve operational issues and devising action plan to mitigate operational risks

Handling client-end & social media escalations and ensure reduction in the number of complaints received every month

Coaching agents through one on one and side by sides on a weekly/monthly basis to provide performance feedback and develop action plans to meet all performance targets and remove barriers.

Answering any and all of the client’s/customer’s questions as it relates to the respective Teams

Co-ordinate seamlessly with other department to support operational requirements.

Preparing and working on complaints, AHT and Quality metrics Analysis and improvement actions

Preparing and attending weekly and Monthly leadership meeting presentations

Ensure quality reporting and work to build a highly effective measurement and reward systems based on data

Conducting Interviews for IJPs (Internal Job Posting) and new hires

Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.

Coordinating on periodic Rewards and Recognition

Quality and complaints Process improvement project

Lead Operations – (From May 2015 to Dec 2017)

Taking escalation calls for Aviation industry & loyalty programme and managing complaints for complete LOB

Handling supervisory queue to manage Ticket Reservations System

Supporting a Team of 30 staffs

Providing real-time support to the team by acting as the First Line of Escalation for customer concerns and provide exceptional customer service

Conducting daily pre-post shift briefing for all the agents

Develop strong interpersonal relationships with the team, to cohesively create a bond with them and also with the Customers and integrate them with a vision of core values catered towards the end customer

Identify areas of opportunities, inclusive of under-performance and working towards corrective measures

Conducting refresher sessions and covering all updates

Directly responsible towards fostering the development of the team by motivating them and ensure transformation of knowledge

Provide hands on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring

Preparing daily reports with the management team

Associate & Sr. Associate – (From Jan 2011 to May 2015)

Taking calls for international tech process

Worked on online troubleshooting on computers and printers.

Before concentrix I have worked in TBSS from 2007 to 2011 on associate and sr associate level.

ACHIEVEMENTS

Won lot of R & R

Worked for different roles in different lobs

EDUCATIONAL AND PROFESSIONAL DEVELOPMENT

Bachelor in Arts June-2004

PU

Higher Secondary Certificate March 2002

Sector 47 chandigarh

COMPUTER SKILLS

OS : Microsoft Windows (Windows 7 & 10)

Microsoft Office (Word/Excel/PowerPoint)

PERSONAL INFORMATION

Date of Birth: 24th March 1984 Nationality: Indian

Marital Status: Married Passport: Valid

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