Summary
Overview
Work History
Education
Skills
Accomplishments
Softwarecompetency
Languages
Hobbies and Interests
Timeline
Generic

A ARUN KUMAR

Summary

Experience in managing multi-disciplinary teams of varying sizes and complex processes at work. Especially successful in roles that demand rigor, a high level of drive and dedication and a focus on delivering world class customer service through the use of methodologies. Well-developed skills in coordinating workflow, prioritizing, organizing, decision-making and time management. Able to establish a team-spirited environment through a positive and proactive style. Successful in creating, setting, implementing strategic plans, and developing improved processes to meet short- and long-term objectives. Able to instill vision to achieve company goals and surpass set expectations while maintaining quality, safety, and customer service integrity through total quality management.

Overview

13
13
years of professional experience

Work History

Senior Team Leader (Teletext India) – Sales

Teletext India
01.2017 - Current
  • Leading a team of this size involves overseeing both inbound and outbound sales operations
  • It includes setting clear revenue targets and ensuring the team consistently exceeds these targets
  • This role requires strong leadership skills to motivate and guide team members towards achieving sales goals efficiently.

Team Leader – Operations

Hinduja Global solutions
07.2011 - 01.2017
  • Manage customer arrivals to maximize relationship building opportunities
  • Improving the overall customer relationship, delivering reliable administrative support and customer service
  • Acknowledging customers promptly and treating them in a courteous manner
  • Finding out what information, products or services the customer requires to meet his/her needs, providing clear, accurate and relevant information
  • Maintaining a strong knowledge of products of the company.

Team Leader (Teletext India) – Quality

Teletext India
  • Conduct regular audits and assessments of agent performance
  • Provide constructive feedback and coaching to agents to improve quality and customer satisfaction
  • Analyze performance metrics such as sales conversion rates, average handle time, first call resolution, and customer satisfaction scores
  • Prepare and present reports on team and individual performance to management
  • Use data insights to identify trends, strengths, and areas for improvement.

Assistant Team Leader (Teletext India) – Customer Service (CSM)

Teletext India
  • Lead and manage a team of customer service representatives (CSRs)
  • Set clear goals, objectives, and performance expectations for the team
  • Foster a positive and productive work environment through effective communication, motivation, and coaching.

Education

BA (psychology) -

Osmania University

Skills

  • Experience in managing multi-disciplinary teams
  • Complex process management
  • Rigor
  • Drive
  • Dedication
  • Customer service
  • Methodologies
  • Coordinating workflow
  • Prioritizing
  • Organizing
  • Decision-making
  • Time management
  • Team-spirited environment
  • Strategic planning
  • Process improvement
  • Visionary leadership
  • Quality management
  • Inbound & Outbound sales
  • Roster preparation
  • Team management
  • Monitoring
  • Error management
  • Training
  • Problem-solving
  • Self-Motivation
  • Organizational Skills
  • Deadline management
  • Multitasking
  • Teamwork
  • Personal motivation
  • Adaptability
  • Workflow coordination
  • Prioritization
  • Communication Skills
  • Interpersonal Skills
  • Management Skills
  • MS Office

Accomplishments

  • Handled two new teams (Service Assurance and Commercial). Gained basic knowledge of PPC (Digital Marketing)
  • Did various analysis with the Data on how to improve profits Worked on various RPA projects and helped in few automations Attended Dale Carnegie Leadership Training
  • Promoted thrice in 3 years
  • Received Best TL award many times

Softwarecompetency

  • C
  • C++
  • Java
  • All versions of Windows
  • MSOffice

Languages

  • English
  • Hindi
  • Telugu

Hobbies and Interests

  • Listening to music
  • Playing Video Games

Timeline

Senior Team Leader (Teletext India) – Sales

Teletext India
01.2017 - Current

Team Leader – Operations

Hinduja Global solutions
07.2011 - 01.2017

Team Leader (Teletext India) – Quality

Teletext India

Assistant Team Leader (Teletext India) – Customer Service (CSM)

Teletext India

BA (psychology) -

Osmania University
A ARUN KUMAR