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.

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.

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.

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.

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.