Ajay Kumar Email & Phone Number

Professional with over 10+ year of extensive experience in Customer service, Contact centre operations and Operations management in car rental industry.CORE SKILLSOperations Management || Fleet Management || Client Relations || Teamwork incident Management/ Customer Experience || Incident Management || Workforce Management/Vendor Management ||Team leadership / Time Management || Team Management/ Time Management/ Communication, Team Building || WORK EXPERIENCEReservations Responsibility:-Manage the daily Contact centre operations responsible for PAN India & international clients booking.Identify different types of data that need tracking to improve business performance.Handle customer complaints and escalations, ensuring timely resolution and customer satisfaction.Developing, supporting and evaluating audit findings and communicating practical & cost justified recommendations to management.Provide accurate reporting of audit findings in a manner consistent with the senior management.Reviewing the performance of staff, idenfying training needs and planning training session.Ensure service target, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery.Building and maintaining effective internal and external stakeholders relationship.Review SOP's for customer support functions for better understanding of business and future execution.Handle and forecast staffing requirements and manage shrinkage and attrition.Perform periodic'Quality Review Audit' in line with agreed approach and quality audit scheduleOperational Responsibility:-Managing the entire operation of fleet including day to operations.Keep track and update on existing, new vehicle data on regular basis.Maximum utilization of the vehicle and make sure that there are minimal number of vacant cars.Ensure collections and operational conditions for the drivers are met as and when required.Keeping record of handover of car.Scheduling regular vehicle maintenance to ensure operational efficiency.Motivating and monitoring driver partner to achieve revenue target and ensure minimal attrition.Creating and implementing training modules for all driver.Managing drivers & vehicle: Allocation,shift management.Chasing weekly & monthly targets per vehicle and ensuring the targets are achieved.MIS reports and analysis monthly Team Handling.Initiating motivating programs for drivers.Handling all escalations from the core team responsible for driver engagements.Creating incentive & payout structures.