Rohit Kumar Email & Phone Number

Gurugram, Hr, In

Mohali

Managing the day-to-day planning and operations of my team & the process (KYC/AML).Leading and motivating people/other leaders & helping them in their overall development.Managing team/LOB performance and achieving KPIs for the entire process.Awarded as ‘The Best Team leader’ multiple times.Solving business problems with analytical skills, knowledge and experience.Caring for the health, safety and welfare of the people.Auditing and Identifying performance related issues for continuous business improvement.Developing an action plan for improvement by remedial training, coaching & feedback sessions.Liaisoning with management, HR, Training, Admin, Workforce, Quality & Clients.

Pune, Maharashtra, India

Ensured Critical Performance Metrics are met timely and consistently.Used to lead the Client / Vendor reviews / calibrations.Managed multiple teams & shared innovative ideas for business growth.Used to conduct multiple call-coaching training sessions each week.Used to perform RCA and develop an action plan to manage various KPIs.Identified and shared the best operational practices.Used to set the right expectations for team mates and disseminate business updates efficiently.Shared feedback with team mates on their daily performance in an effective and timely manner and fosteringtheir professional development and growth via effective coaching & feedback sessions.Ensured the team has a clear understanding of performance expectations, has been properly trained and hasaccess to all the tools and resources they need to perform at high levels of productivity and efficiency.

Chandigarh

Worked as an Associate (Quality Analyst) & ensured agent wise monitoring coverage while auditing.Used to handle RTR (Revert To Review)/vendor queries on routine issues.Played a key role in establishing the organization's quality standards.Promoted as a "Senior Analyst (Quality Checker)" and participated in internal as well as external calibrationsessions in order to control audit variance.Got the opportunity to be an important part of several business projects for different clients and providedadditional support to ensure Quality Assurance throughout the project life cycle.Worked as a customer service rep also, resolved their concerns via live chats.Shared key inputs to drive customer experience based on daily observations through live interactions.Worked as an SME (Subject Matter Expert) for the team based on client business guidelines, customerinteraction policy and supporting tools.Used to identify process & business opportunities that can be flagged to clients as “value ads”.Shared "knowledge and the best practices" by working in a progressive work culture with self-determination tobe creative and innovative.Promoted as an "Associated Process Manager" in Mar'21.

Chandigarh, India

Supervised a team of 12-15 FTEs.Was awarded as "The Best Team Lead" on the site level (out of 30 Team Leads) in April 2008.Operations SPOC for C-SAT & CQ (Call Quality).Used to manage shrinkage through daily attendance reports.Used to monitor & evaluate calls on a daily basis & share feedback.Daily analysis for variance of breaks schedule, adherence and AUX control.Used to publish analysis of trouble tickets created by agents.

Chandigarh, India

Managed to handle escalations and supervise floor to increase the FCR.Assisted NHT batches & shared knowledge to ensure smooth transition to the production floorProvided support to other teammates for call handling, tools & system navigation.Was awarded as ‘The Best Agent’ & titled as ‘King of Ring’ in Mar’07.Promoted as a "Team Lead" in Feb'08.

Chandigarh, India

Handled day to day customer queries and helped them with the best possible solution.Suggested process improvement ideas to Supervisors/ Clients to reduce repeat calls.Promoted as a "Senior CCE" in Feb'07.