About

I currently seek a position in which I can utilize my strong organizational, interpersonal and leadership skills, which I would like to continue to develop along with the ability to effectively use the talents of others in a productive team effort. As my resume indicates, I have acquired a diversified background in directing and coordinating personnel, as well as implementing effective systems and procedures to ensure daily workflow and operational efficiency. BPO professional with 15+ years of experience in Sales, Customer life cycle management, Process Management and Service delivery. Possessing strong leadership ability with a genuine interest in seeking position of Mid / Senior Management role.

Skills

  • Customer service
  • Sales
  • Customer life cycle management
  • Process Management
  • Service delivery
  • English
    10
  • KANNADA
    10
  • HINDI
    10
  • Tamil
    10

Experience

Sudesh Kumar

Work experience
  • • Determining call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses, defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards, contributing information and analysis to organizational strategic plans and reviews.
  • • Meeting credit card sales and conversion targets as per client KPI.
  • • Follow up with clients to close loop the lead generated at CC to ensure higher conversion rate.
  • • Developing user acceptance test plans, planning and controlling implementations.
  • • Maintaining and improving call centre operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs, installing upgrades.
  • • Accomplishing call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees, administering scheduling systems, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, planning and reviewing compensation actions, enforcing policies and procedures.
  • • Meeting call centre financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analysing variances, initiating corrective actions.
  • • Preparing call centre performance reports by collecting, analysing, and summarizing data and trends.
  • • Maintaining professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, participating in professional societies.
  • • Accomplishing organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
  • • Deploy available resources and control workflow to ensure high quality of service are delivered in line with agreed service standards.
  • • Ensure that the work processed by the team adheres to all specified procedures, standards and relevant external requirements.
  • • Regular client interaction to ensure high standard performance of the team adhering to all service level agreements.
  • • Recognize and determine trends in problem occurrence or workflow and implement contingency procedures

Sudesh Kumar

Work experience
  • • Managed three centres of Bangalore, Hyderabad and Mangalore.
  • • Interact effectively within Senior Management like Director, AVP, Site Managers, Operation Managers & Team Leaders at Vendors place to ensure adherence to stated service levels.
  • • To uphold a positive image of D2H to the third party and maintain a cordial relationship for efficient functioning of the Process.
  • • To provide support to the Call Centre team for Recruitment, Training and Development, Quality Monitoring & Certification.
  • • Meet the targeted sales numbers shared to partners basis the leads generated by advertisement or customer online search report.
  • • Recharge reminder data generation and follow up on conversions of data shared.
  • • Close loop leads generated by CC by coordinating with area sales managers and service engineers.
  • • Administer policies and procedures consistent with sound judgment and an element of fairness.
  • • Take a lead when on risk management and when crisis arise.
  • • Excellent time management and organizational skills
  • • Track batch handover, batch performance and regular health check.
  • • Setting and meeting performance targets for the Call Centre team.
  • • Managing the daily running of the call centre.
  • • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
  • • Motivate, develop, counsel and appraise team members so that their individual and team performance is of the required standard and meets present and future needs of the business.
  • • Recruit new employees & up-skill experienced team members when required.
  • • Maintenance of daily, weekly and monthly reports on production/quality Issues.
  • • Identifying performance issues and resolving them by providing feedback & performance techniques.
  • • Monitoring random calls to improve quality minimize errors and track operative performance.
  • • Reviewing the performance of call centre, identifying training needs and planning training sessions
  • • Ensuring basic KRA’s (SL, AL, Attrition, and Shrinkage) met daily/monthly.
  • • Audit of Test papers: - Randomly audit test papers post the batch is completed and publish a report highlighting any ambiguities identified
  • • Check on schedule adherence: - Randomly check if the topic covered in the training is line with the schedule.
  • • Cross Audits: - Cross audit calls evaluated by the contact centre team daily on monitoring tool.
  • • Briefing efficacy:-Conduct dipsticks make test calls to check the efficacy of updates download.
  • • Leadership Quiz: - Conduct a surprise test for the leadership team including QAs, Trainers and TLs to check the efficacy of updates.
  • • Feedback Audit:-Randomly check if the Quality team is giving feedback to the agents who are scoring less than 87% or fatal calls.
  • • Escalations: - Sending mails to respective departments to resolve customers issue on priority.
  • • Trainee’s Feedback: - Conduct the feedback session with the trainee’s about the centre trainer

Sudesh Kumar

Work experience
  • • Ensuring achievement of targets and adherence to Service Level Agreement (SLAs) specified by the Client.
  • • Establishes innovative systems and procedures for handling of data / reports and continuously improvises on them.
  • • Ensuring daily completion of logs as required by the process.
  • • Ensuring thorough knowledge of process related details.
  • • Attending calibration calls along with Quality and clients.
  • • Identifying process gaps and collaborates with the Client to formulate solutions.
  • • Conducting Quality audits for the team on a weekly basis.
  • • Ensuring team's attendance on the floor as per shift requirements.
  • • Setting targets for the team.
  • • Updating statistical performance of the team for the previous day/ week.
  • • Measuring performance of the team through performance appraisals and responsible for team motivation and retention.
  • • Keeping track of leaves availed by team members & updating HR / leave policy tracker whenever applicable.
  • • Grooming and mentoring the team members to handle more responsibility
  • • Preparing development plans for every team member with a suitable action-plan.
  • • Regularly assessing training needs to fill gaps in performance.
  • • Planning and imparting necessary process- related training to team members wherever necessary.
  • • Working as a team with other leaders providing assistance and seeking support wherever required.
  • • Conducting regular briefings for the team to discuss performance, Organizational policies and process updates.
  • • Taking disciplinary action (DAP) or issue a Progressive Corrective Action Policy (PCAP) letter/s as per requirement.
  • • Conveying feedback received from Quality to all team members

Sudesh Kumar

Work experience
  • • Leading the centre on Ops front for Hubli centre – 120 seats
  • • Responsible for the centre performance from the project stage
  • • Leading a team of 200 advisors& 12 TL’s for a Major telecom giant
  • • Interacting with clients to understand their needs and cater to them
  • • Performance reviews of team.
  • • Providing data for payroll processing, headcount reconciliation and attrition analysis & Staffing.
  • • Conducting regular training workshops on process update
  • • Preparing the plan of action for the quarter / month / week.
  • • Appraisal of the team members. Scorecard implementation and KRA allocation.
  • • Interacting with clients to understand their needs and cater to them
  • • Recruited Advisors in Hubli as part of the panel representing Operations for pilot process in different locations of Karnataka.
  • • Added responsibility for running the process improvement projects
  • • ICF (C-sat) & Wrong SR’s.
  • • Coaching & Up skilling in all levels (advisor to TL’s)

Sudesh Kumar

Work experience
  • October, 2008 - December, 2010
  • Fulltime
  • • Handling large spans 120+ advisors & SME’s
  • • SLA/KRA and Escalations and resolutions
  • • Call drops/Repeat calls
  • • Attrition/Shrinkage, Employee Engagement and 1 on 1 sessions
  • • Call audits and Calibrations, Tracking and Reporting and Metric Implementation
  • • Continuous Improvement Targets and Solution Implementation.
  • • Preparing various reports of team & process level (appraisals, monthly review, quality & performance reports)
  • • Employee Engagement
  • • Training – New Hires
  • • On-job training/Refreshers
  • • Managing L2 technical desk
  • • Guidance to On-site engineers
  • • Skill development

Sudesh Kumar

Work experience
  • • Handling 6 different processes
  • • Maintenance – Live Call Quality
  • • Monitoring of the team on daily basis on all the process levels
  • • Trained 8 batches on 6 different processes
  • • Training – New Hires
  • • On-job training /refreshers
  • • Reports – Daily/Weekly/Monthly
  • • Feedback sessions for new hires
  • • Database creation
  • • Quality briefing on dairy updates

Sudesh Kumar

Work experience
  • • Resolving customer queries over calls.
  • • Providing best customer service as per company Norms.
  • • Introducing fresher’s to company policies and coaching them to adhere the same.

Sudesh Kumar

Education
  • Computer Science

Sudesh Kumar

Education
  • Computer Science

Sudesh Kumar

Education

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