Summary
Overview
Work History
Education
Skills
Accomplishments
Interest and Hobbies
Timeline
Generic

Ajay D

Process Specialist
Bangalore

Summary

Professional with robust background in process improvement and optimization, ready to drive efficiency and effectiveness in operations. Strong analytical & communication skills, adept at identifying bottlenecks and implementing solutions. Skilled in team collaboration, adaptable to changing needs, and focused on delivering measurable results. Known for reliability and strategic approach to achieving organizational goals with data.

Overview

7
7
years of professional experience
11
11
years of post-secondary education
4
4
Languages

Work History

Client: Capital One, Process Specialist

Infosys
11.2022 - Current
  • As an agent assisted Capital One Credit card customers who had financial difficulties.
  • Conducted several training session as an agent for the teams performance improvement.
  • Was promoted to Subject Matter expert on 1st June 2024.
  • Worked with a team of 15 agents, supporting and assisting them with performance management.
  • As a SME, basic role was Weekly audits, daily short call audits, Coaching session, V&A training session, floor support, conducting huddles on process updates and one-on-one sessions.
  • Along with the Team leader, worked on metric and KRA management, for the Team.
  • Was assigned a “Complaints call back team”, a pilot batch, as an Assistant Team Lead with 8 agents. The reporting was to the Onshore Complaints team manager(Client), directly by me.
  • On this queue, had to coordinate with the Complaints UK team and the team had to work on the existing complaints raised by the other departments with a TAT of 3, which we as a team used to verify and escalate to the various onshore UK complaints departments, based on the complaint raised.
  • Also, being a part of operations, coordinated with WFM for manpower management. With Breaks, schedule adherence, login hours, Roster preparation, etc.
  • Have organized several team outing and LOB outings too.
  • Was a part of Co-curricular activity team, created by the clients.

Client: Apple iOS technical chat advisor 2

Concentrix
12.2018 - 09.2022
  • Primary role is to work and support Apple users on client’s Standard operating procedures for their iOS Technical and iTunes & AppStore issues.
  • Expertise in iOS, iPad OS, Air Pods, Apple Watch OS and others.
  • Handling device purchase related queries including Online orders and manage iCloud storage.
  • Researching iTunes purchase queries.
  • Assist with Apple ID creations and Apple ID Account issues.
  • Disabling and enabling fraud Apple ID accounts as per client’s Standard operating procedures.
  • Checking fraud payments methods and banning them to secure customers data with the client.
  • Assisting and researching Gift card purchase and escalations.
  • Scheduling Genius Bar appointment to the Apple store or Apple Authorized Service Center’s as per client’s availability.
  • Setting repair for damaged and faulty devices.
  • Escalating cases to Tier 2 for further escalation as per issues and client’s Standard operating procedures.
  • Analyzing and running diagnoses to check device stabilization and OS glitches.
  • Recommending and setting device replacement.
  • Generating song and video credits on Client application.
  • Assisting new joiners over chat support and validating their work.
  • Promoted from Trainee MSS advisor to MSS technical advisor based on performance and quality update of customer service and client’s requirements within 6 months of work in the company.
  • Was trained and promoted to iOS technical advisor role based on specific skills as, fast learning and logical reasoning.
  • Awarded R&R twice in a year for maintaining scores for two quarters continues

Education

Bachelors - Computer Application

Indian Academy Degree College
Bengaluru, India
06.2015 - 06.2018

12th Std - Humanities

Army Public School
11.2006 - 03.2015

Skills

  • MS excel, MS Word & MS PP
  • G-sheets & MS excel with Pivot, consolidation, V-Lookup, H-lookup, Tables, Dashboard creation, Business presentations etc
  • People management skills
  • Client relationship management
  • Process improvement
  • Operational support
  • Time management abilities
  • Problem-solving abilities
  • Task prioritization
  • Interpersonal skills
  • Decision-making
  • Organizational skills

Accomplishments

  • Served at National Cadet Corp from 2015-18.
  • Achieved "A" grade on "C" certificate, as a Company Senior Under Officer.
  • Have attended 3 Major national camps and was awarded State Governor's commendation.

Interest and Hobbies

  • Motorcycling
  • Touring/traveling
  • Painting
  • Cooking
  • Physical fitness
  • Soccer
  • Trekking

Timeline

Client: Capital One, Process Specialist

Infosys
11.2022 - Current

Client: Apple iOS technical chat advisor 2

Concentrix
12.2018 - 09.2022

Bachelors - Computer Application

Indian Academy Degree College
06.2015 - 06.2018

12th Std - Humanities

Army Public School
11.2006 - 03.2015

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Ajay DProcess Specialist