Ranjeeta Kumar Email & Phone Number

Noida, Uttar Pradesh

Managing Client implementation and Onboarding of the Product, Analytics, Team Management, Coordination with technical and non technical team

Noida Sez

Current Experience: Working as an Assistant Manager- Operations with EXL services Pvt limited at Greater Noida (Jan 2012 till date). Responsibilities:• Leading and managing a team of up to 60 Insurance personnel for Direct line Insurance UK offshore process.• Client interface for team performance on SLAs and KPIs.• Measuring & consistently meeting SLA performance with respect to Client, Internal and standard requirements.• Driving Improvement processes on SLAs and Quality metrics.• Ensuring compliance to UK Insurance policies and statutory requirements.• Managing performance reporting and dashboards for internal and external stakeholders.• Managing skill level of people through monthly one o ones, TNI and trainings wherever required. Grooming team members on their career growth path.• Managing and actively contributing towards RnR and Employee engagement activities within the process.Significant Achievement:Awarded Best Team of the year- 2014 on overall team performance.

Worked as an Associate with WIPRO SPECTRAMIND, New Delhi (Dec 2002 till Nov 2004). Responsibilities Inbound Customer Service1. Exhibited high quality of customer service by providing both technical and non technical solutions to the customers of America Online process.2. Monitored calls and gave quality feedback to other agents in the team besides preparing and escalating reports. Outbound Telemarketing1. Effectively sold the Discover credit cards to American customers thereby exhibiting high degree of marketing skills and convincing abilities during telephonic customer interaction.2. Maintained coordination and discipline amongst team members keeping up the team morale and encouraging fresh members to cope up with the job responsibilities.Achievements: Awarded certificates for consistently achieving highest number of sales using high proficiency in selling techniques.

Worked as a Process Associate with GE CAPITAL INTERNATIONAL SERVICES, Gurgaon Haryana (March 2001 to Jan 2002).ResponsibitiesAttaining a very high degree of customer satisfaction and successfully achieving company targets through effective communication skills and exhibition of technical know-how by updating and resolving both technical and non technical queries through direct telephonic interaction within set standard time limits

Pgda, Operations Management And Supervision, A+

Activities and Societies: Employee engagement programs Specialization in Operations Management

B.Science Hons, Industrial Microbiology, A

Activities and Societies: Participated in Inter college Debate Competition. Project on Sudha Dairy Passed with first division

Intermediate Science, Physics, Chemistry And Biology, First Division

Activities and Societies: Participated in General school activities. Subjects- Phy, Chem, Bio and Maths

Indian Certificate Of Secondary Education, Maths, Science, English And Hindi, History, Pol Science,Geography And Economics, Passed With First Class Distinction- 86%

Activities and Societies: General school sctivities Studied all subjects and passed with distinction.