Ajay Kumar Gopalam
Hyderabad
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
1
1
Language
Work History
Escalation Management
Dell International Pvt Ltd
- Handled customer escalation while supporting teams
- Improved total quality scores from 81% to 87%
- Received multiple awards from leadership recognizing my work and effort.
Quality Analyst
Dell International Pvt Ltd
07.2022 - 09.2023
- Seamless Online order processing experience of customers by auditing critical parameters to reduce customer contacts
- Understand the journey of the customer by using GlassBox, which captures the details of the journey
- Compare the critical parameters of the customer journey using Order Experience Platform to ensure consistency in the information across the tools
- Understand what products customers compare during the order placing process to analyze the behavior and how the customer chooses the final product
- Auditing customer communication to analyze all the critical information like EDD, RDD, RSD is going as per the manufacturer
- Analyze the key customer-impacting parameters for Credit Return & Exchange to ensure that the customer and Dell are in a win-win situation.
Dispatch Review Team
Dell International Pvt Ltd
01.2018 - 03.2022
- Audit dispatches created by customer care with the objective of 100% adherence to the quality policy and process guidelines
- Pull the reports of dispatches from Delta and assign the work with in my team members
- Prepare reports on the quality outcome based on the audits performed by the team
- Provide feedback to the Teams and representative/s and work closely with them to improve their quality
- Providing required & timely training to the Teams based on the quality & customer SAT scores.
Customer Care Representative
Dell International India Pvt.
07.2014 - 08.2018
- Assisting customer with their post sell queries, through medium of calls, chat or email as an in-bound rep.
- Continuously sought self-improvement opportunities through ongoing education and professional development programs related to the field of customer care.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Raised ticket for follow-up with customer.
- Worked in the out-bound team , in-which we followed to with customer till a resolution is met.
Event Manager
7P Events & Activations Pvt Ltd
03.2010 - 01.2014
- Publicizing an event
- Booking locations, halls and equipment
- Networking with industry professional
- Working with artistes and other entertainers
- Managing event budgets
- Negotiating contracts and fees
- Generating innovative ideas
- Overseeing setting up of a venue.
Assistant Store Manager
Raj Kamal Electronics Pvt Ltd
09.2009 - 02.2010
- Meet the store's monthly targets and handle budgets
- Recruit and train staff
- Managing deliveries
- Put together the rotas and shifts
- Deal with any enquiries and complaints and monitor customer service.
Education
Masters and Bachelors in Business Administration -
Indian Institute of Planning and Management (IIPM)
Skills
MS-word
undefinedAccomplishments
- Have completed six-sigma certification at Dell Technologies
- Won multiple spot award at Dell
- Received Dell champion award
- Improved Easymandi.com’s market presence and helped them raise their sales by 10%
- Increased brand awareness of Gandour Safari by 2%
- Participated as a Volunteer in 4th Military World Games (2007) where was awarded the best host
Exams
- MBA, Indian Institute of Planning & Management, Autonomous, 55.6, Second
- BBA, Indian Institute of Planning & Management, Autonomous, 55.6, Second
- Higher Secondary school, Army Public School, Pune, Central Board Of Education, 70%, First
- Secondary School, Army public School, Pune, Central Board Of Education, 55%, Second
Projects Internship
- I did my internship with Karvy Private Wealth in SIP
- I’ve participated in the National Economic Planning conducted by the Institution.
Personal Information
- Hobbies: Currently I am interested and have started learning PMP, Horse riding (Participated in Equestrian Display), Sports (swimming, football), Stamp collection, Computers, Internet, Music & dance (Won second place in Inter school Folk dance.), Travelling
- Father's Name: Late. Col G.R. Rao
- Date of Birth: 08/14/87
- Marital Status: Divorced
Timeline
Quality Analyst
Dell International Pvt Ltd
07.2022 - 09.2023
Dispatch Review Team
Dell International Pvt Ltd
01.2018 - 03.2022
Customer Care Representative
Dell International India Pvt.
07.2014 - 08.2018
Event Manager
7P Events & Activations Pvt Ltd
03.2010 - 01.2014
Assistant Store Manager
Raj Kamal Electronics Pvt Ltd
09.2009 - 02.2010
Escalation Management
Dell International Pvt Ltd
Masters and Bachelors in Business Administration -
Indian Institute of Planning and Management (IIPM)
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