Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
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Ajit Kapoor

Nasirpur

Summary

Veteran call center professional with a history of directing up to 250 employees in call center environments. Hardworking leader with 7+years of progressive experience. Desiring to dedicate knowledge and abilities to a dynamic role with with long-term potential.

Overview

14
14
years of professional experience

Work History

Deputy Manger- Operations and Admin

JBT
01.2023 - Current
  • Supports operations by supervising staff; planning, organizing, and implementing administrative systems.
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
  • Motivated and promoted team employees from within for key leadership roles.
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Produced thorough, accurate and timely reports of project activities.

Assistant Manager of Operations

Radiate E Service Pvt. Ltd
10.2016 - 02.2021
  • Managed daily operations of a large call center, including staff scheduling and resource allocation.
  • Performed root cause analysis on complex problems within the department.
  • Ensured compliance with all applicable laws and regulations pertaining to customer service operations.
  • Reviewed contact center scripts periodically to ensure accuracy and relevancy.
  • Resolved escalated customer complaints in a timely manner while maintaining high levels of professionalism.
  • Provided technical support for agents when necessary.
  • Maintained up-to-date knowledge of company products and services in order to provide accurate information to customers.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Built sales forecasts and schedules to reflect desired productivity targets.

Asst. Manager-Opreations

Xerion Retail Private Limited(Food Panda)
01.2015 - 10.2016
  • Monitored incoming calls, emails, and chat messages for quality assurance purposes.
  • Assisted with the development of call scripts and other operational documents.
  • Facilitated communication between team members and management personnel.
  • Provided technical support related to phone systems or software applications used by agents.
  • Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
  • Developed strategies to increase first contact resolution rates.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Managed day-to-day operations within the call center environment.
  • Created training materials and facilitated new hire onboarding program.
  • Increased customer satisfaction ratings 95% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Strengthened customer retention by offering discount options.

Operations Executive

Tata Consultancy Services
06.2010 - 08.2011
  • Coordinated with cross-functional teams to ensure smooth operations.
  • Provided workplace setting that was conducive to efficient and productive work.
  • Identified opportunities for improvement in customer service processes.
  • Provided quality customer service via telephone, email and chat.
  • Resolved customer complaints quickly and efficiently.
  • Provided technical support for both internal staff and external customers.
  • Utilized various software applications to log customer information and issue resolution.
  • Generated detailed reports highlighting trends in customer satisfaction levels.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Coordinated with various company teams to offer and implement successful solutions to customer problems.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Education

BBA(with specialization in Administration / Marketing) -

GGSIP University

12th (H.S.C) -

Lal Bahadur Shastri School(CBSE)

10th(S.S.C) -

Lal Bahadur Shastri School(CBSE)

Skills

  • Positive attitude
  • Enthusiastic & hardworking
  • Sincerity, honesty & punctuality
  • Good at time management
  • Dedication to work
  • Quick learner

Personal Information

  • Father's Name: Late. B.R.Kapoor
  • Date of Birth: 10/10/85
  • Gender: Male
  • Marital Status: Separated

Languages

English, Hindi & Punjabi

Timeline

Deputy Manger- Operations and Admin

JBT
01.2023 - Current

Assistant Manager of Operations

Radiate E Service Pvt. Ltd
10.2016 - 02.2021

Asst. Manager-Opreations

Xerion Retail Private Limited(Food Panda)
01.2015 - 10.2016

Operations Executive

Tata Consultancy Services
06.2010 - 08.2011

BBA(with specialization in Administration / Marketing) -

GGSIP University

12th (H.S.C) -

Lal Bahadur Shastri School(CBSE)

10th(S.S.C) -

Lal Bahadur Shastri School(CBSE)

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Ajit Kapoor