Customer Care Service

CURRICULAM VITAE

AJAY KUMAR A Email-Id: *******@*****.***

Mobile: +91-900*******

EXPERIENCE SUMMARY

Overall 17 years of rich experience in managing operation, customer service, compliance activities and quality audits. Highly successful in managing customer care processes, ensuring customer satisfaction with efficient and timely service delivery.

Experienced in managing teams for running successful operations level. PROFESSIONAL EXPERIENCE

Team Leader Operation - Bobton IT Solutions Pvt Ltd AL Rostamani International Exchange. October 2019 May'2025

• Handling a Team of 25+ Customer Service Executives.

• Remittance, Currency Exchange, RPAY Card, WPS Account, Forex, NRI.

• Responsible for Voice, Email & Chat & Social Media Process.

• Service Levels & People Management.

• Reporting to Operations Manager.

• Team motivation & Bonding.

• Generating reports on daily basis.

• Analyzing & planning the team performance.

• Presenting weekly & monthly team performance reviews.

• Auditing team calls on regular basis and provide feedback. Team Leader MRD - Voice, Email & Chat Process Mahindra Holidays and Resorts Pvt Ltd July 2011 – July 2019

• Handling a Team of 20+ Member Relation Officers.

• Responsible for Service Levels & People Management.

• Reporting to Operations Manager.

• Team motivation & bonding.

• Generating reports on daily basis.

• Analyzing & planning the team performance.

• Presenting weekly & monthly team performance reviews. Team Leader Hinduja Global Solutions Ltd

July 2005 – March 2011

• Handling a Team size of 15 CRO (Customer Relation Officer)

• Maintain Service levels.

• Monitor the overall team performance which includes SLA, AHT, Call Quality along with the Login and Productivity hours.

• To monitor calls executive wise and lay down training requirements based on the call monitoring.

• To give effective feedback to the members on a regular basis based on the performance.

• Co-ordinate with the client for regular product updates and passes it on to entire team.

• Data to be assimilated for reporting to the client team wise daily.

• Groom Subject Matter Experts.

• Handling high level escalations and provide resolution.

• Floor handling.

Customer Response Executive Reliance Infocom

August 2003 - May 2005

• Handling Inbound & Outbound Calls.

• Handle and resolve escalated calls for team members.

• Adherence to Quality Standards.

• Handling a Bridge Team (New trainees) of 10 executives.

• Training Team Members on New Launches & applications.

• Reporting to a Team Lead & handling the Team in absence of the TL. ACADEMIC

• SSC from St.Dominil's high school in 1995. Aggregate 67%.

• Intermediate from Wesley boy s junior college in 1997. Aggregate 63%.

• B.Com from Wesley boys Degree College in 2000. Aggregate 60%.

• Diploma in Computer Application’s DCA.

TECHNICAL SKILLS

• Operating systems : MS -Dos, Windows 98/2000.

• Office Packages : MS -Word, MS – Excel, MS-PowerPoint STRENGTHS

• Provide tactful inputs to team & trainees.

• High energy levels

• Flexible to work as per requirement.

PERSONAL PROFILE

Father's Name : Late Shri.A.Nagendra

Marital Status : Single

Nationality : Indian

Religion : Hindu

Languages Known : English, Hindi, and Telugu.

(AJAY KUMAR.A)

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