Ashish Kumar

Ph.: (M) +91-7018962906

Email: ashii.kmr111@gmail.com

Seeking a Middle Level Position in a growth oriented organization to contribute towards organizational success

SYNOPSIS
 Possessing valuable insights, keen analysis and team approach to implement best practices to achieve business excellence
 Adept at working in high pressure environments with strict deadlines and multiple deliverables
 Superior communications and interpersonal skills, multitasking with an ability to interact with a wide range of people

EDUCATION

 Matriculation from Himachal Pradesh Board of School Education (HP).

 Senior Secondary from National Institute of Open School Delhi.
 BBA from Intellectual Institute of Management & Technology Delhi.

TECHNICAL SKILLS
 Application Software - MS Word, Excel, PowerPoint and MS Outlook express
 Operating systems - Windows 95, 98, 2000, XP, 7 & 10
 Hardware & Internet Applications – GPRS (Handset & PC Connectivity) with Troubleshooting

TRAININGS

 Certified On Track Training with Excellent rating , Kochar InfoTech Pvt. Ltd. ASR

PROFESSIONAL EXPERIENCE

Kochartech Pvt. Ltd, Ludhiana PB (Nov’21– Till Now)

Assistant Manager– Ops (Reporting to Ops Manager)

Role & Responsibilities-

 Handling 6 Team Leaders and 120 CSR’s in Swiggy OMT process

 Responsible for the Qualitative R&P parameters (CQ Sores, DE Scores, AHT, FRT,FCT & FTNR)
 To ensure that all KPI’s are achieved as assigned
 Daily Analysis to improve the process KPIs
 To Raise Red alert (RAG) by every month end to ensure we have required planning for expected attrition
 Preparing weekly roster to plan manpower as per call volume & skeleton
 To ensure Shrinkage is planned and controlled with minimum business impact
 To ensure required roistering on Festivals days to avoid any dent on deliverables
  To ensure that required agent are available as scheduled
 Ensuring that agent Utilization is met and arranging required session in low Occupancy Slots
 Monitoring Real Time, Controlling AHT and ensuring floor discipline is in control
 Raising Real Time alarm to Client and internal Team on customer pain as by VOC from floor
 Managing breaks and shift changes to ensure smooth transaction
 To ensure daily Dipstick is all LOB’s so that all Agent are well aware of the product, process
 To ensure all Team leaders will complete their Audits and sharing Feedback on time
 To ensure all IT issue for system is raised and corrected for production
 1 On 1 with Agent on weekly basis and sharing weekly Target to gauge efficiency
 Responsible for all the Operation related processes

Sr. Team Leader – Ops (Reporting to Assistant Manager OPS) (Mar’21 – Nov’21)
Inbound Process – Swiggy OMT

Role & Responsibilities-

 Handling Team of 30-40 Agents
 Preparing team roster to control Shrinkage
 Preparing EWS to control Attrition
 Ensuring All KPI are met – DE Scores, Call Quality, AHT, FRT, FCT & FTNR
 Taking required escalation to client and taking follow up to resolve all in time line.

Team Leader – Ops (Reporting to Assistant Manager OPS) (Oct’16 – Feb’21)

Outbound Process – IIFL (India Info line Finance Limited)/India Mart/Credit Mantri

Role & Responsibilities-

 Handling Team of 20-25 Agents
 Ensuring All KPI are met- Sales/ Revenue/Lead Conversion/Call Quality
 Preparing EWS to control Attrition

Inbound Process- Swiggy PS/ Telenor

Role & Responsibilities-
 Handling Team of 20-25 Agents
 Preparing team roster to control Shrinkage
 Preparing EWS to control Attrition
 Ensuring All KPI are met – C-SAT, Call Quality, AHT, Repeat
 Taking required escalation to client and taking follow up to resolve all in time line.

Serco BPO Pvt. Ltd, Mohali PB (May’14 – Oct’16)

Inbound Process- Vodafone

Role & Responsibilities-

 Handling Team of 20-25 Agents
 Preparing team roster to control Shrinkage
 Preparing EWS to control Attrition
 Ensuring All KPI are met – TNPS, AHT, Repeat & Call Quality
Kochartech Pvt. Ltd, Ludhiana PB
Technical Support Executive – Ops (Reporting to Team Leader OPS) (Mar’13 – May’14)
 Attended on the calls, handled the customers and resolved their queries
 Spread awareness regarding the product to the customers
 Ensured Customer Satisfaction
 Resolve the Customer’s problem related with GPRS and Data Card connectivity on call.
 Ensuring Required KPI are met.
 Sharing Feedback and customer pain area to TL for better customer services
 Helping new TSE for improving on Process Knowledge and Product Knowledge.

PERSONAL DETAILS
Date of Birth: 05th April, 1985
Languages Known: English, Hindi, Punjabi
Permanent Address: Village- Bareti, P.O- Jalari, Teh- Nadaun, Distt.- Hamirpur(H.P)

Ashish Kumar