Continuous learning, technology-driven operational advancements, and customer-centric innovations
Ajay Katoch
Operations Specialist
Suraram
Summary
Dynamic and accomplished customer service professional with over 3 years of proven expertise in delivering seamless operations and exceptional client satisfaction. Renowned for managing high-pressure environments with precision, creating 2,000+ tickets, resolving 411 cases, and optimizing 3,098 processes, all while maintaining superior quality standards. Currently pursuing an MBA in Product and Operations Management to augment leadership and operational excellence. Recognized for strong analytical acumen, a proactive approach to problem-solving, and an unwavering commitment to enhancing organizational efficiency. Skilled at collaborating across teams, driving process improvements, and exceeding performance benchmarks in fast-paced, process-oriented roles.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Subject Matter Expert
Avaya Inc
Gurugram
08.2023 - Current
- Spearheaded a team of 6-7 members, driving operational excellence and ensuring seamless workflow management.
- Managed incident resolution processes, ensuring timely response and adherence to SLA metrics.
- Delivered exceptional operational support by creating 2,000 tickets, closing 411 tickets, and modifying 3,098 tickets while maintaining a high-quality resolution rate.
- Recognized by managers and Service Delivery Managers (SDMs) for consistently delivering excellent customer service.
- Contributed 1,143.41 customer hours over 3,655 work tickets, achieving an average of 0.31 hours per ticket.
- Collaborated closely with SDMs and internal teams to ensure seamless process execution and mitigate risks effectively.
- Provided detailed quality checks and actionable feedback to enhance operational efficiency.
CFT Engineer
Quess Corp Ltd
Hyderabad
05.2021 - 08.2023
- Conducted comprehensive quality assurance reviews for team performance, ensuring adherence to operational standards.
- Fostered strong relationships with SDMs to drive smooth account management and operational excellence.
- Implemented performance improvement strategies that resulted in measurable service delivery enhancements.
Education
MBA - Product And Operations Management
Amity Online University
Noida, India 01.2024 - Current
Bachelor of Science - Hospital Administration
CSK HPKV
Palampur, India 03.2016 - 02.2020
Skills
- Operational Management: Incident resolution, process optimization, SLA adherence
- Technical Proficiency: Avaya Aura® systems, cloud platforms, ticketing systems
- Analytical Skills: Data-driven decision-making, numerical proficiency, performance monitoring
- Communication & Collaboration: Stakeholder management, cross-functional teamwork, client engagement
- Tools: CRM platforms (Salesforce, HubSpot, Zoho CRM, Microsoft Dynamics 365), MS Excel, reporting tools, and other process management systems
Interests
Timeline
MBA - Product And Operations Management
Amity Online University
01.2024 - Current
Subject Matter Expert
Avaya Inc
08.2023 - Current
CFT Engineer
Quess Corp Ltd
05.2021 - 08.2023
Bachelor of Science - Hospital Administration
CSK HPKV
03.2016 - 02.2020
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