Kumar Devanshu Email & Phone Number

Mumbai, Maharashtra, India

Defining L&D Strategy basis the organization plan and vision for the year.Preparing and running a structured capability development plan aimed at assessing the skill gaps of the focused learner group,devise strategy and programs to bridge the gaps.Liaising with the HR business partners and business heads to suggest and provide integrated learning opportunities in alignmentto their KRA.Managed TNA, Training Delivery, Operations, Interventions and Governance of all types of Skill Based and Behavioral Training.

Working on L&D projects for various organisations.

Kolkata Area, India

Handling Process transition for Inbound & Outbound. Heading Training and overseeing all aspects of training plan, analysis, delivery, assessment, e-learning and certification of over 800 associates. Manpower planningProcess flow & mappingManaging P&LInstrumental in Work from Home transition for all the advisors and Support staffs.Implemented Virtual training.TNI & TNAProcess Ramp-upEmploy Engagement

Gurgaon, India

Handling Customer Service and Operations for OctoConnect.comSetting up Call center and running Operations.Managing Cost for Call centerHandling Customer Complaints and Escalations

New Delhi Area, India

-Ensuring efficiency of training program through periodic updates and systematic tracking of pre training and post training analysis-Establishing L&D Plans, executing solutions Plan and execute a Training Needs Analysis (TNA) by instituting a regular process for gathering ongoing feedback, analyzing the data and moving to action.-Ascertained training and recruitment as per company guidelines-Essayed a stellar role in designing efficient soft skills modules pertaining to various customer service skills-Competency development of training team including faculties, coordinators and support staff.-Accountable for periodic development action plan implementation for the training centers.-Monitoring the certification process and process adherence.-Coaching, mentoring and systematic performance review of teams.-Handling a team of 21 QAs plus 2 team leaders. Catering to over 150 agents

Noida Area, India

-Implementing framework that results in high quality communication with customers.-Segmentation of customers as per there usage and recharge pattern.-Use data analytics to derive best fit plan/ recharge for customers to enhance revenue and customer retention.-Monitor and control customer communications at all touch points. Standardization content of customer communication thru Website, SMS, OBD, Scripts, etc..-Ensured standardization and relevance of existing content on Switch, SMSs, Mailers, USDs, IVR.-Provide communication support for new products and services, outbound contacts and unique product.-Involved in designing of consumer website, an engagement calendar for High Value Customers and constantly engaged with the Marketing Function to align the loyalty initiatives.-Designing & implementing customer first initiatives .Overall Training delivery for vendor partners for the circle-Handling Complaint management and escalations at contact centres and other customer touch points-Ensure process efficiency with reference to employee training index, cost efficiency and the knowledge portal management.-Use data analysis of internal & external scores to arrive at newer methodology for improvement in the performances of partners and external teams -Managed the annual employee budget and its utilization.-Handled knowledge parameter for Collection agency, CAF agency, Stores and other related channels.

Mumbai

Spearheading training, learning and development process for the employees on quality systems.Determining training needs and conducting programs to enhance efficiency in operations towards accomplishment of corporate objectives.Evaluating the effectiveness of training programs by developing pre/ post assessment programs.Monitoring the performance of employees to ensure efficiency in operations and meeting of KRA’s.Conducting performance reviews of members and providing feedback on areas of improvements.Identifying potential areas for grooming employees through regular assessments and mentoring to develop appropriate modules.Analysing on the performance of In-House & Partner Contact Centre, monitoring and implement action plans

Patna Area, India

Managing the Documentation Management Centre i.e. Scanning, Filling, Storage and Retrieval.Adhering to regulatory compliance and providing reports to VTM within defined time line.Retaining high ARPU customers and batter service satisfactions to the customers.Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical To Quality) / CTP (Critical to Process) targets and involved in planning for the process.Ensuring timely prepaid subscriber base uploading into the system, Barring & Unbarring within TAT, promotional SMS broadcasting, CAF Processing, Activation, Complaint Management within TAT (Turn around Time).

Patna/Chennai / Hyderabad

Managing prepaid inbound and outbound call centersSLA management and adherenceStaffing Ratio managementProcess profitability and cost managementProcess Standardization and stabilizationProcess Flow MappingProcess Ramp up and transitioningTraining and quality need managementPartner interfacing and relationship managementDriving retention and grace management.Focus on relationship centers for excellent customer service.Audit of CSD processes to bridge the gaps in customer service.

New Delhi Area, India

Center Manager (South Campus), reporting to GM-Marketing.Handling a team of 3 faculty, 2 counselor & 2 marketing Executives.Was responsible for revenue enhancement for the South Campus center.Was responsible for over all satisfaction of the studentsOrganized number road shows and promotional activities in order to increase the cliental of thecompanyResponsible for making processes, which are customer friendly and revenue, focused.

Master Of Business Administration (M.B.A.), A

Diploma, Sales & Marketing, A

Bachelors Of Science, Chemistry