Abhijeet Kumar
Summary
Dynamic Process Developer at Genpact with a proven track record in optimizing new hire effectiveness and enhancing customer experience. Skilled in internal auditing and stakeholder management, I excel in developing training strategies and maintaining quality benchmarks. Adept at fostering client relationships, I drive growth through innovative business development initiatives.
Overview
13
13
years of professional experience
Work History
Process Developer- Universal Coach/Trainer
Genpact
09.2016 - 12.2025
- Strategize and drive initiatives to optimize new hire effectiveness.
- Develop and own execution plans to build the personal development plan for the associates aligned.
- Take ownership of internal audits and hygiene of internal process metrics.
- Driving customer experience through call monitoring- coaching and feedback to the aligned teams.
- Strengthen training capabilities by rolling out process knowledge tests, TNI and TNA, and refreshers.
- Participate in internal and client calibrations to maintain scoring consistency and align quality benchmarks across teams.
- Worked as a pseudo Leader in managing daily operations, shift adherence, productivity, and task allocation.
- Act as a bridge between agents and leadership, demonstrate ownership, mentor peers, and prepare for a future Team Leader role.
Business Development Manager
BLKPO( IBC Hospitality Technologies)
02.2013 - 08.2016
- Driving growth by identifying new business opportunities, and developing strategies.
- Maintain relationships with key clients and partners.
- Understanding and catering to the client's needs and developing proposals to potential clients.
Education
BSc - Physics Honours
Sunrise University
Alwar05.2015
10+2 - Science
Steel City College
Jamshedpur06.2011
Skills
- Facilitation Deep Domain Training
- Customer experience
- Internal auditing
- Training development
- Client relationship management
- Leadership skills
- Stakeholder management
- Best practices
- People Function Management
- Quality Assurance by Conducting Audits and Calibration
- Strengthening Training Capabilities by doing TNI and TNA's
- Market Research and Analysis
Accomplishments
- Led the successful launch of a new credit card product, driving initial adoption and customer engagement.
- Played a key role in implementing training strategies for the new loyalty program.
- Change champion for the salesforce migration project in 2021, leading smooth transitions and employee training sessions.
Awards
Latitude Customer Award, Latitude Customer Award Winner (H12018)- top NPS performer, Silver award for INCISIVE- Deep domain expertise in training delivery and quality assurance., INTEGRITY- Performance with exceptional integrity.
Hobbies and Interests
- Photography
- Travel
- Cricket
- Reading
Languages
- Hindi
- English
- Hindi
Coursework
- Risk Management
- Robotics Process Automation
- Lean and Six Sigma
- Insurance
- Personal Effectiveness
- Generative AI
- Customer Care
Timeline
Process Developer- Universal Coach/Trainer
Genpact
09.2016 - 12.2025
Business Development Manager
BLKPO( IBC Hospitality Technologies)
02.2013 - 08.2016
BSc - Physics Honours
Sunrise University
10+2 - Science
Steel City College