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
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