Santhosh Kumar Email & Phone Number

Riyadh, Saudi Arabia

(1) Responsible for coordinating with different verticals of higher management for Data Analysis and Presentation Management.(2) New Transition Projects : Creating project plans and other transition requirements in coordination with Project Transition Team.(3) Supporting Work Force Management team to fulfill adhoc requirements from top management.(4) Creating service journey's , process flows required as per COPC standards and responsible for the implementation of Quality Framework.(5) Providing process improvement insights to the Internal & External stake holders.(6) Design & Implementation of Process Governance Documents.

United Arab Emirates

(1) In-Charge: Customer Service/ Sales and Quality – SAIF BELHASA HOLDING DUBAI, UAE – (JUNE’19 to till date)Acting as a Single Point Of Contact (SPOC) for the process for Customer Service and Quality related activities.Responsible for implementing initiatives to improve customer service and sales.Conducting monthly reviews with relevant stake holders.Coordinating with licensing department (Road and Transport Authority, Dubai) for the smooth processing of registration and issuance of Dubai Driving LicenseContributions to the P/L for the process by ensuring the targets are achieved through the effective sales technique.Identify the Improvement opportunities existing in the Processes and initiating Improvement Projects.

Thiruvananthapuram Area, India

 Responsible to deliver and maintain quality service to the customers and clients. Provides adequate support to sell different products through call center. Preparing various sales/service and various supporting reports for management. Responsible for hiring and training new employees. Managing reviews (QBR, MBR and WBR etc.) Responsible for profit and loss management for Quality & Training. Ensuring adherence to set compliance and organizational guidelines. Design & Implementation of process SOPs & Hygiene Frameworks. Conducting Training programs for subordinates. Preparing Root Cause Analysis (RCA) & Implementing Corrective & Preventive Actions (CAPA). Identify the Improvement opportunities existing in the Processes and initiating Improvement Projects.

Trivandrum

 Heading Quality function for major telecom processes in India – IDEA Cellular/Vodafone INDIA. Training function was also added to my responsibility. Responsible for the Qualitative KPIs for the process (Product upselling (sales)/ICF/FCR/Call Quality etc.) Responsible for identifying the Process improvement opportunities & driving qualitative Initiatives. Client management.

Bengaluru Area, India

 Heading Quality function for major telecom processes in India – IDEA Cellular/Vodafone INDIA. Training function was also added to my responsibility. Responsible for the Qualitative KPIs for the process (Product upselling (sales)/ICF/FCR/Call Quality etc.) Responsible for identifying the Process improvement opportunities & driving qualitative Initiatives. Client management.

Responsible for the end to end Quality operations formajor telecom account – Bharti Airtel and Gymequipment sales (at RP Telebuy sky shop). Preparing and sending Quality MIS Reports andObservations on time. Conducting call listening and coaching sessions toimprove sales. Responsible to improve the pitching style and salesconversion and sharing inputs to improve sales. Monitoring and measuring performance of QualityAnalysts & Process Analysts. Preparing TARA (Trend Analysis Root Cause & ActionPlan) for the Metrics not meeting Targets.

 Responsible for the end to end Quality and Training operations for Gym equipment sales. Preparing and sending Quality MIS Reports and Observations on time. Handling warehouse operations and stock management. Conducting call listening and coaching sessions to improve sales. Responsible to improve the pitching style and sales conversion and sharing inputs to improve sales. Monitoring and measuring performance of Quality Analysts & Process Analysts. Preparing TARA (Trend Analysis Root Cause & Action Plan) for the Metrics not meeting Targets.

Nagercoil Area, India

Responsible for the end to end Quality operations formajor telecom account – Bharti Airtel and Gymequipment sales (at RP Telebuy sky shop). Preparing and sending Quality MIS Reports andObservations on time. Conducting call listening and coaching sessions toimprove sales. Responsible to improve the pitching style and salesconversion and sharing inputs to improve sales. Monitoring and measuring performance of QualityAnalysts & Process Analysts. Preparing TARA (Trend Analysis Root Cause & ActionPlan) for the Metrics not meeting Targets.

Chennai Area, India

 Auditing Calls & Sharing feedbacks to the associates forthe improvement. Responsible for the Qualitative metrics for theassociates/Teams aligned. Facilitating new hire Certifications & Role-plays. Bottom Quartile Management. Conducting calibrations with relevant stakeholders. Answering Customer Calls & Solving the Queries. Achieving the targets of the defined Metrics (Upsell,AHT, Quality Score, ICE etc.)

Thiruvalla

 Store/stock room in Charge – Maintaining records Computer hardware service and sales. Troubleshooting PC/Printer/Basic Network Issues/ Installation of new OS and other software’s. Selling AMC's (Annual Maintenance Contract). Product delivery to the customers.

Diploma In Computer Engineering, Software Programming And Hardware Troublebshooting

Higher Secondary Education, Science & Mathematics