Sudesh Kumar Email & Phone Number

Bengaluru, KA, IN

India

Bengaluru

 Determining call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses, defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards, contributing information and analysis to organizational strategic plans.

Noida, Uttar Pradesh, India

 Interact effectively within Senior Management like Director, AVP, Site Managers, Operation Managers & Team Leaders at Vendors place to ensure adherence to stated service levels. Responsible for all CEO level and Online Response Management (Social Media) Escalations to ensure the customer’s experience is enhanced through coordination across.

Bengaluru, Karnataka, India

 Ensuring achievement of targets and adherence to Service Level Agreement (SLAs) specified by the Client.  Handling high-level escalations of Broadband and ISP customers, providing resolution post co-ordinating with field and backend team to fix issues and close loop via mails and calls. Handling billing/security deposit refund escalations of broadband.

Hubballi, Karnataka, India

 Leading the centre on Ops front for Hubli centre – 120 seats Responsible for the centre performance from the project stage Leading a team of 200 advisors& 12 TL’s for a Major telecom giant Interacting with clients to understand their needs and cater to them Performance reviews of team. Providing data for payroll processing, headcount reconciliation.

India

Indore, Madhya Pradesh, India

 Handling large spans 120+ advisors & SME’s  SLA/KRA  Escalations and resolutions  Call drops/Repeat calls  Attrition/Shrinkage  Call audits and Calibrations  Metric Implementation  Tracking and Reporting,  Continuous Improvement Targets  Solution Implementation  Preparing various reports of team & process level (appraisals, monthly review.

Bengaluru, Karnataka, India

 Handling 6 different processes  Maintenance – Live Call Quality  Monitoring of the team on daily basis on all the process levels  Trained 8 batches on 6 different processes  Training – New Hires  On-job training /refreshers  Reports – Daily/Weekly/Monthly  Feedback sessions for new hires  Database creation  Quality briefing on dairy updates

Bengaluru, Karnataka, India

Resolving customer queries over calls.Providing best customer service as per company Norms.Introducing fresher’s to company policies and coaching them to adhere the same.