Narendar Kumar Email & Phone Number

Hyderabad, In

Hyderabad, Telangana, India

Hyderabad Area, India

CTS INTELENET GLOBAL SERVICES LTD As a SDMLed the Fraud Investigations (GPay) and Google Maps Maintenance teams in different capacities at various intervals during this periodAs the Delivery Lead in Trust & Safety - GPAY Fraud Investigations❏ Leading a 100 associates team across multiple sites ❏ Responsible for forecasting, strategic planning, resource utilization for meeting the qrtly SLAs❏ Supervising daily workflow and workforce… Show more CTS INTELENET GLOBAL SERVICES LTD As a SDMLed the Fraud Investigations (GPay) and Google Maps Maintenance teams in different capacities at various intervals during this periodAs the Delivery Lead in Trust & Safety - GPAY Fraud Investigations❏ Leading a 100 associates team across multiple sites ❏ Responsible for forecasting, strategic planning, resource utilization for meeting the qrtly SLAs❏ Supervising daily workflow and workforce allocation across the team ❏ Introduced Rewards system process wise for the operators to motivate and improve the efficiency of the teamAs the Lead in Google Maps Maintenance❏ Led the Maps UGC team, involved in maintaining data related to Roads and Addresses, in the capacity of a Quality lead❏ Responsible for liaising with the client and setting up quality standards/benchmarks and managing quality related SLAs❏ Designed QC pins for the process based on impact of error by category (Roads or Address), type and priority of edit (High vs Low Priority Roads)❏ Developed ring fenced quality teams based on edit nuances related to type of features, country etc.❏ Set up a crisis established the workflow to monitor Geo Crisis situations like floods, earthquakes, wildfires etc. impacting road closures , restrictions, road deletions, among others.❏ Set up the ADSQC team involved in measuring the precision of AI for road and address edits❏ Identifying opportunities for automation and process enhancement to ensure seamless content deliveryTeam Manager leading the quality process for the UGC team of Google Maps ❏ Ensure 100% SLA compliance with zero P0 escalations❏ Deliver 20%+ productivity benefit to invest time saved in adhoc evals, beta team quality improvement through refreshers❏ Created a lead-independent process of 25+ associates with less than 5% attrition rate❏ Implementing robust quality processes and response mechanism leading to overall product improvement Show less

Hyderabad Area, India

COGNIZANT TECHNOLOGY SOLUTIONS (April 2013 to July 2015)Team Lead managing the quality process across multiple sites for a Healthcare client • Transitioned & managed end-to-end workflow for a complex process which ramped up to 300+ associates within a span of 3 months • Trained 150+ associates to set up the pilot quality team and initiate operations • Single point of contact for the client working on translating critical requirements into action… Show more COGNIZANT TECHNOLOGY SOLUTIONS (April 2013 to July 2015)Team Lead managing the quality process across multiple sites for a Healthcare client • Transitioned & managed end-to-end workflow for a complex process which ramped up to 300+ associates within a span of 3 months • Trained 150+ associates to set up the pilot quality team and initiate operations • Single point of contact for the client working on translating critical requirements into action • Spearheaded the creation of dashboards and analytics for easy client reporting Show less

Hyderabad Area, India

BANK OF AMERICA (June 2007 to November 2011)Supervisor leading a 15-member team working on Fraud disputes • Four role changes in a span of 3.5 years from Associate to Supervisor • Identified 40+ fraudulent merchant and customer accounts during the span of a year • Maintained zero error rate for more than one year consistently • Supported a GB project on improving efficiency by transforming non-workable disputes into scope… Show more BANK OF AMERICA (June 2007 to November 2011)Supervisor leading a 15-member team working on Fraud disputes • Four role changes in a span of 3.5 years from Associate to Supervisor • Identified 40+ fraudulent merchant and customer accounts during the span of a year • Maintained zero error rate for more than one year consistently • Supported a GB project on improving efficiency by transforming non-workable disputes into scope • Specialist in analysing delinquency issues • Thorough knowledge in study of over credit reports • Implemented lean concepts to enhance the process efficiency • Played a key role in decreasing the cost of chargebacks by implementing minimum threshold write-offs on disputed low-value transactions • Active participant in transition of Debit card disputes process to India • Conducting quality review meetings with clients and identifying areas of improvement • Identifying the developmental needs of associates and guiding them to achieve quality targets • Created a repository of best practises to improve chargeback efficiency while resolving disputes Show less

DELL INTERNATIONAL SERVICES (January 2006 to October 2006)Senior Customer Service Representative catering to Small and Medium business customers • Handling all post and pre delivery related order queries. • Resolving issues related to order placed and insuring CE through effective delivery of responsibilities.

Hyderabad Area, India

BEACON GLOBAL SERVICES (June 2004 to September 2005)Senior Telesales Representative for a US client in Beacon • Selling Timeshares • Interacting with potential clients to materialize sales and meet targetsAchievements • Received best manager award for Dec’17. • Received Best Team leader award for the 1st Quarter of 2014. • Received Associate of the year award for the year 2008 for maintaining 100 % error free for the… Show more BEACON GLOBAL SERVICES (June 2004 to September 2005)Senior Telesales Representative for a US client in Beacon • Selling Timeshares • Interacting with potential clients to materialize sales and meet targetsAchievements • Received best manager award for Dec’17. • Received Best Team leader award for the 1st Quarter of 2014. • Received Associate of the year award for the year 2008 for maintaining 100 % error free for the year. • Received Bank Of America Spirit Platinum Award for the year 2008. • Received Bank of America Zeal Award for the year 2009. Show less