RAJIV KUMAR

Contact No.: 9761888002, 7983732288

E-Mail: bindassrk@gmail.com
Address: Ashiyana Colony, Near BJP Office Bareilly (U.P)

Career Objective

• A long team growth oriented and challenging career with a company of excellent work
environment where I can explore my skills and abilities to the fullest and optimize my
personal and professional growth.

Working Experience

Assistant Manager (Operations) Since Jun’19

Employer Name- Competent Synergies Pvt. Ltd.

Client: -India Mart

Accountabilities
• Taking care of India Mart Process IB,OB and backend which deals in B2B and B2C.
• Responsible to meet SLA, AL and Abandon. for the process.
• Set up the training processes for replicate best practices for India Mart Lead generation
and buyer experience.
• Responsible to prepare RAG Report in every month to keep check on Red cases and doing
One on One with them to avoid attrition at canter.
• Responsible to handle client escalations and replying their emails as on priority.
• Administer performance management by diagnosing improvement opportunities,
providing effective feedback, coaching, training and corrective action plans.
• Monitor overall functioning of process, identifying improvement areas and implementing
adequate measures to maximize customer satisfaction level.
• Plan Leads approval targets and achieve overall targets on daily, weekly & monthly basis.
• Maintaining an MIS for the entire day’s activities and submitting reports to the senior
management (for review and strategic decision-making) and to the client.
• Coordinate with IT Team, both internal and client side for earliest closure of IT issue.
• Responsible for rostering as per process requirement and plan the shrinkage weekly.
• Helping the recruitment team for hiring new associate.
• Interacting with the clients in various real times issued if faced and also presenting the
Quarterly/MBR to the external clients.
• Ensure high-quality customer experience, elevating customer satisfaction, while adhering
to the SLA’s and work processes and thus managing cost-effective operations.
• Working towards better ways in order to increase Revenue for the process.
Achievements
➢ Awarded Best AM for continues in 2 months.

PROFESSIONAL GRAPH:- Total 8 Years’ Experience in BPO Industry…

Handled processes across BPO, Telecom and E-Commerce

• Working as a AM Operations in Competent Synergies Pvt Ltd from Jun’19 to till data and
handling E-Commerce India Mart Client.
• Worked as a Sr.Unit Manager in Karvy Digi-Konnect Gwalior.
• Worked as a Team Leader in Vertex Customer Management Jaipur.
• Worked as a Team Leader in Cogent E-Services Bareilly.
• Worked as a Quality Analyst in Cogent E-Services Bareilly.
• Worked as a CSR and Sr.CSR in Cogent E-Services Bareilly.
• Worked with Bajaj Allianz as Sales Manager in Kanpur.

Sr.Unit Manager Dec’17 to May’19

Employer Name- Karvy Data Management Service Limited

Client: - AIRTEL Prepaid Pan India

Accountabilities
• Acting as Assistant Manager Operations.
• Handling an Escalation desk with team of 20Associates.
• Monitoring Real time Shrinkage and Early Logout and Late Login.
• Responsible to meet all agreed client SLA’s and performance parameters.
• Sustaining Team FCR with the desired target.
• Taking briefing & de-briefing on daily basis.
• Conducting Quality control checks.
• To maintain the decorum of the floor & take care of all workstations.
• Giving feedback to associates in terms of AHT, Login, Quality &FCR.
• Marking attendance of entire shift & sending it to seniors for their outlook &records.
• Escalating major issues to client which is coming on calls and taking downtime.
• Making VOC, Downtime tracker, & Impact of the day.
• Coordinate on any type of Escalation with Client or any Department (Support Staff,
Quality or Training).
• Tracking advisor/team performance on quality scores feedback and working with
Quality and Training team to training schedule plans.

Achievements…
• warded best Team Leader for 5 months in Process.
• Appreciation from Airtel BM to achieve Lowest FCR on Escalation Desk.
 • Appreciation from Airtel BM for founding gaps of Airtel Apps.
• Winner of Best Team Leader for Quarter.

Team Leader May’17 to Dec’17

Employer Name- Vertex Customer Care Management

Client: -Vodafone IB &OB Rajasthan

Accountabilities
• To handle a team of 22 Associates.
• Build vintage in the team by minimizing shrinkage and controlling attrition.
• Analysed the individual performance of each team member and motivated them to
perform better.
• Communicating daily requirements and targets to the team.
• Managing the overall performance analysis of existing lists and programs.
• Conducting Quality control checks.
• Making sure that all health and safety rules are strictly followed.
• To maintain the decorum of the floor & take care of all workstations.
• Make sure the entire shift gets logged in at time & required login target should be
completed.
• Giving feedback to associates in terms of AHT, Login, Quality &TNPS.

Achievements…
• wared best Team Leader for 2 months in Process.
• TTQ Certified from Vodafone.
• Winner of Best Team Leader for the Quarter.

Team Leader Mar’15 to Apr’17

Employer Name: Cogent E Services PVT LTD

Client: -Bharti Airtel

Accountabilities
• To handle a team of 15 Associates.
• Responsible for shrinkage and attrition of span.
• Taking care to Airtel Process_121.
• Client handling and sharing process improvement related information with client.
• Worked on 1 Day and 3 day repeat with real time feedback with associate.
• Responsible to meet him repeat target and AHT of team.
• Giving feedback to associates in terms of AHT, Login, Quality &FCR
• Make sure the entire shift gets logged in at time & required login target should be
completed.
Achievements…
• Appreciation from Airtel BM to achieve Lowest Repeat/FCR.
• Best Team Leader in R & R
• Winner of Best Floor Supporting Team Leader.

Quality Analyst Apr’13 to Feb’15

Employer Name: Cogent E Services PVT LTD

Client: -Bharti Airtel

Accountabilities
• To align & ensure the team to meet their targets.
• Handled the team of size of 75 associate.
• Preparing team roaster and managing team accordingly.
• Constructive feedback to the associates.
• Real time Repeat impact due to process issue sharing with management team.
• Constructive feedback to the associates.
• To ensure that all the associate should be covered in the daily monitoring.
• Direct interaction with the Airtel Client for process issue close loping.
• Regular Calibration with internal & external Quality teams.
• Taking Refreshers/briefings of associates to ensure the enhancement of the associates &
process
• To do a proper RCA drive scope of improvements for the betterment of the major
KPIs of the Process.
• Aligning Task to down line team and keep supervision on their work.
• Preparing reports for tracking performance and submitting the same to the
top management.
• Re-auditing of the Internal & External (QMC) audits and to raise rebuttals (if any).

Achievements…
• Awarded for best AHT Reducing campaign by Centre Head.
• Awarded as Best Quality Analyst by Airtel Client.
• Three Time winner of R & R for best quality.
• Awarded as Best Quality Analyst for continues 9 months for Quality Scores.
• Moved to Operations as Team Leader.
Associate Sep’12 to Mar’13
Accountabilities:
• Handling the customer’s calls and resolving queries and problem.
• Maintaining Quality and AHT while taking calls.
• Taking escalations calls on Kne Desk as well.
• Escalating major issues on real time which is coming on calls.

Achievements…
• warded best Advisors for 4 months in Process.
• Promoted as Quality Analyst through IJP.

Education Qualification……………………………………………………………… …

YEAR OF UNIVERSITY /
EDUCATION COLLEGE / SCHOOL
PASSING BOARD
Post-Graduation 2014 Rohilkhand University, Bareilly MJPRU
Dharamshala University,Shimla
Graduation 2011 HPU
(H.P.)
Kendriya Vidyalaya Yol Cantt
Higher Secondary 2008 CBSE
(H.P.)
Matric 2006 Army School Tezpur (Assam) CBSE

Hobbies ………………… ………………………………………………...………………… …

• Watching Movies
• Fond of Travelling on hill station and adventure trips.

Personal Details ………………… ……………………………………………………… …

Name : Rajiv Kumar
Father Name : Late. Sh.Birendra Kumar
Mother Name : Sudha Devi
Date of Birth : 09-Jan-1989
Language Known : Hindi &English

References

• Mr. Ajit Kumar : Manager (Training & Quality) ContactNo.-8103836716

• Mr. Farhan Ali :Operation Manager (Karvy Digikonnect) Contact No.9088024940

RAJIV KUMAR