Abhishek Kumar
Delhi
Summary
Experienced professional with more than 9 years of success in team management, contact center operations, process management, operations management, and CRM. Proven track record in leading and managing teams, as well as successfully running operations. Directed 4 agencies with over 250 full-time employees.
Overview
9
9
years of professional experience
Work History
Manager- Contact Centre
Creditmantri Finserve Private Limited
Chennai
11.2023 - 03.2024
- Managed the implementation of an effective Pan India sales strategy for credit improvement services, credit cards, personal loans, and customer support, resulting in higher revenue generation and increased customer satisfaction.
- Oversaw performance of a diverse team consisting of 250+ full-time sales and customer support employees, ensuring excellent service delivery and successful target achievement.
- Led the contact center's P&L operations, driving expansions to maximize business growth while enhancing operational efficiency.
- Drove improvements in sales and customer support operations through the implementation of strategic plans, resulting in enhanced customer retention and higher sales conversion rates.
- Achieved improved job performance by providing coaching, mentoring, and training to team members.
- Optimized resource allocation by managing annual budgeting and forecasting. Negotiated contracts and agreements to cut costs with vendors and suppliers.
- Assessed potential employees and offered feedback for HR's hiring determinations.
Center Manager- Contact Centre
Indiamart Intermesh Ltd.
Ranchi
01.2023 - 11.2023
- Drove contact center profitability and expansion, resulting in improved (P&L). Generated substantial sales revenue and provided exceptional customer support.
- Orchestrated quality client acquisition to foster business growth through B2B sales. Successfully sourced new business opportunities with a team of 100+ FTEs.
- Monitored employee attendance records and addressed any issues accordingly. Collaborated with senior leadership teams on initiatives that would improve overall operations at the center.
- Oversaw daily operations, ensuring smooth and efficient center functioning. Coordinated staff recruitment, training, and performance evaluations to enhance team effectiveness.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Team Leader - Operations
Startek Inc.
Lucknow
09.2021 - 01.2023
- Developed training materials for new and existing staff members on call handling procedures, policies, and customer service techniques.
- Led a team of 45 executives at Flipkart to enhance their performance in key metrics such as Average Handling Time (AHT) and APR, PCD, Quality Scores.
- Efficiently streamlined call flow and ensured high customer satisfaction ratings. Successfully managed shrinkages and attrition in a 24/7 shift environment by preparing weekly shift roaster.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Monitored operations and reviewed records and metrics to understand company performance.
Team Manger- Operations
VMS Private Limited
New Delhi
03.2018 - 08.2021
- Conducted performance appraisals to assess employee performance, pinpoint areas for growth, and offer constructive feedback.
- Successfully managed a team of 10 individuals, ensuring efficient and productive operations. Consistently met and exceeded sales targets on a daily, weekly, and monthly basis.
- Achieved high-quality sales results while maintaining the lowest leakage percentage in B2B online sales.
- Responsible for overseeing pre & post- sale activities, including sales closers, order verifications, designing catalogs, and hosting services within the specified turnaround time.
- Effectively handled escalation tickets for hosted sales through both phone calls and emails, promptly resolving client queries within the designated TAT
- Developed and implemented operational procedures to improve efficiency and accuracy of team members. Maintained records of employee attendance, leave requests.
Associate Sales Consultant
Paisabazaar Marketing And Consulting Pvt. Ltd
Gurgaon
05.2017 - 03.2018
- Performed regular follow-up calls with clients to ensure their needs were met. Analyzed sales space capacities based on system parameters, Online fintech sales for IDFC Bank.
Business Development Consultant
• Etisal International
Gurgaon
01.2015 - 02.2017
- Prepared presentations to demonstrate value proposition of services offered by the organization.
- Developed and implemented comprehensive strategies for business development, growth, and expansion.
- Performed the desire sales in order to meeting the daily, weekly, monthly sales targets.
Education
MBA - Operation And Marketing
Swami Vivekanand Subharti University
Meerut, UP09-2023
Bachelor of Arts - Psychology
Pandit Ugam Pandey College
Motihari, BR05-2015
Skills
- Team Management
- Contact Center Management
- Contact Center Operations
- Call Center Technology
- Budgeting and finance
- Workforce Management
- Staff recruitment
- Training Coordination
- Customer Service Management
- Business Management
- Business Management
- Customer Service Management
Languages
Hindi
First Language
English
Advanced (C1)
C1
Bhojpuri
Proficient (C2)
C2
Websites
Date Of Birth
2-March-1994
Marital Status
Married
Timeline
Manager- Contact Centre
Creditmantri Finserve Private Limited
11.2023 - 03.2024
Center Manager- Contact Centre
Indiamart Intermesh Ltd.
01.2023 - 11.2023
Team Leader - Operations
Startek Inc.
09.2021 - 01.2023
Team Manger- Operations
VMS Private Limited
03.2018 - 08.2021
Associate Sales Consultant
Paisabazaar Marketing And Consulting Pvt. Ltd
05.2017 - 03.2018
Business Development Consultant
• Etisal International
01.2015 - 02.2017
MBA - Operation And Marketing
Swami Vivekanand Subharti University
Bachelor of Arts - Psychology
Pandit Ugam Pandey College
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