Summary
Overview
Work History
Education
Skills
Internships
Languages
Accomplishments
Timeline
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Abhishek Kumar

Delhi

Summary

An experienced Senior Process Executive, result oriented with a proven track record of working collaboratively with team members to achieve goals. Bringing forth several years of demonstrated expertise in customer support, team handling & back office operations.

Overview

6
6
years of professional experience

Work History

Senior Process Executive

Cognizant
Gurgaon
02.2020 - Current
  • Working with Cognizant for the past 4 years and 5 months for client: Google Snippets on Analyst Profile.
  • Quality Audits for curated Text Ad description lines, Taking Up Client Calls, and Query Hurdles.
  • Facilitated cross-functional team meetings to ensure alignment and integration of process improvements.
  • Monitored key performance indicators (KPIs), adjusting strategies to meet targets. Analyzing key metrics, such as NPS and CSAT scores, regularly.
  • Providing process training, performance evaluations, and shadow sessions to the team.
  • Evaluating Dashboard Reports, Preparing Scorecards by coordinating with WFM.

Senior Advisor -1 (Lead, Operations)

Concentrix
Gurgaon
08.2018 - 02.2020
  • Worked with Concentrix for an international client, Comcast, as a Technical Support Associate.
  • Handled customers' billing and service-related queries, as per the probed requirements.
  • Got Promoted and worked as a SME closely with the team to derive process and customer-focused results.
  • Maintained up-to-date records of all transactions related to SME activities. Provided training sessions for new employees.
  • Worked closely with the team on KPIs like ReP SaT, (NPS) Net Promoters Score, (FCR) First Connect Resolution & More.

Education

Master in Business Administration - Operations Management & Marketing Management

Bharti Vidyapeeth (Deemed To Be University)
Pune, India
10.2022

Bachelor in Commerce ( Account Hons.) - Accounting And Finance

Ranchi University
Ranchi, India
07.2018

Skills

  • Microsoft Excel
  • Back end Operations
  • Team handling/Quality audits
  • Customer handling/Client management
  • Performance Evaluation and Monitoring
  • Goal Setting
  • Utilization Management
  • KPI Tracking
  • Content Workflow

Internships

  • Worked as an Education Consultant at NIFS, Ranchi from 03/2016 till 06/2018.
  • Offered Education consultation to Students for NIFS related courses and On-Boarded them.
  • Trained new consultants and made them job-ready.

Languages

  • English, Full Professional Proficiency
  • Hindi, Full Professional Proficiency

Accomplishments

  • Cognizant Cheers Award In CTS For Consistent To Performance.
  • OPS Rising Star In CNX For Consistent Scorecard Topper.
  • OPS Rookie In CNX For To Performance For Two Consecutive Months as a New Joiner.

Timeline

Senior Process Executive

Cognizant
02.2020 - Current

Senior Advisor -1 (Lead, Operations)

Concentrix
08.2018 - 02.2020

Master in Business Administration - Operations Management & Marketing Management

Bharti Vidyapeeth (Deemed To Be University)

Bachelor in Commerce ( Account Hons.) - Accounting And Finance

Ranchi University

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