Sanjeev Kumar Email & Phone Number

Gurgaon, Haryana, India

• Preparing the business level reports for Quality, Training and Compliance (Daily/Weekly/Monthly/Quarterly).• Quality Reporting- Customer Experience 1. Process Wise Quality Performance Comparison (In-house VS Outsourced Process) 2. CSAT, Empathy and Knowledge Report 3. QA Performance Report 4. Login Report 5. Call and Tickets Forecasting 6. First Time Resolution Report 7. Tickets History Report 8. Resource Allocation 9. SLA Report10. Shrinkage… Show more • Preparing the business level reports for Quality, Training and Compliance (Daily/Weekly/Monthly/Quarterly).• Quality Reporting- Customer Experience 1. Process Wise Quality Performance Comparison (In-house VS Outsourced Process) 2. CSAT, Empathy and Knowledge Report 3. QA Performance Report 4. Login Report 5. Call and Tickets Forecasting 6. First Time Resolution Report 7. Tickets History Report 8. Resource Allocation 9. SLA Report10. Shrinkage Report11. Audit the Auditor Report12. Calibration Variance Report• Training Reporting 1. Process Wise and Advisor Wise Daily Improvement Summary ( BQM Report ) 2. Process Wise and Advisor Wise CSAT Score 3. New Batch Certification Report 4. New Batch 0-30 Days Performance Report• Compliance Reporting 1. Identifying the Fraud Customer 2. Maintaining the data for fraud customers 3. Refund Analysis 4. Seller Wise Daily Order and Refund Analysis Show less

Gurgaon, India

• Managing the Collection Workflow System.1. Overdue base identification2. Segment and Schedule identification3. Pre call announce (PCA) base identification basis the business Strategy applicable4. Operational execution for the PCA identified base, Provisioning, De-provisioning and refreshing of the subscriber base basis of the eligible strategy.5. Publishing PCA Paid Rate dashboard allocation day wise and cycle wise6. Same day barring and to be barred base… Show more • Managing the Collection Workflow System.1. Overdue base identification2. Segment and Schedule identification3. Pre call announce (PCA) base identification basis the business Strategy applicable4. Operational execution for the PCA identified base, Provisioning, De-provisioning and refreshing of the subscriber base basis of the eligible strategy.5. Publishing PCA Paid Rate dashboard allocation day wise and cycle wise6. Same day barring and to be barred base identification Show less

Gurgaon, India

• Preparing the reports for Quality and Client Support (Daily/Weekly/Monthly/Quarterly).1. Managing a MIS Team of 4 members 2. Maintaining the Call Quality Report (TL Wise, Agent Wise, Circle Wise)3. Maintaining the Parameter Wise “CQ Dip Reason Tracker”4. Maintaining the One Page Quality Summary Report for Outbound Quality 5. Calculating the Bad Debt 6. Identifying the Barring, Suspension (TD) & Disconnection (PD) Accounts7. Maintaining the Collection… Show more • Preparing the reports for Quality and Client Support (Daily/Weekly/Monthly/Quarterly).1. Managing a MIS Team of 4 members 2. Maintaining the Call Quality Report (TL Wise, Agent Wise, Circle Wise)3. Maintaining the Parameter Wise “CQ Dip Reason Tracker”4. Maintaining the One Page Quality Summary Report for Outbound Quality 5. Calculating the Bad Debt 6. Identifying the Barring, Suspension (TD) & Disconnection (PD) Accounts7. Maintaining the Collection Information Report (CIR)8. Maintaining the Collection Flow Tracker9. Maintaining the B1 Efficiency Report10. Maintaining the Recovery & Resolution MIS for active accounts as well as disconnected accounts Show less

Noida Area, India

• Maintaining the Credit Card Collection Reports1. Maintaining the Portfolio Master File2. Maintaining the Daily Portfolio Resolution Review MIS3. Resolve the query of agency and field executive4. Deals with the Customers and resolve the payment and settlement related issues

Gurgaon, India

• Maintaining the SBI Credit Card Collection Reports1. Maintaining the master resolution file2. Maintaining the Daily collection MIS and Normalization and Stabilization MIS 3. Maintaining the Caller’s Productivity MIS4. Identifying the Accounts for Reversals

Master Of Business Administration (Mba), Information Technology, First Division

Activities and Societies: NA NA

Bachelor Of Arts (Ba), English, Economics, Political Science, Iii