Anup Kumar
New Delhi
Summary
Dynamic customer service leader with extensive experience at Concentrix India, excelling in performance monitoring and employee training. Proven track record in enhancing team productivity and customer satisfaction through effective problem-solving and project management. Adept at fostering strong customer relationships while implementing initiatives that significantly reduce wait times. Results-driven team leader with expertise in performance monitoring, employee training, and process optimization. Committed to enhancing team efficiency and customer satisfaction through effective problem-solving and leadership. Dynamic team leader with expertise in customer service and performance monitoring. Committed to enhancing team productivity and customer satisfaction through effective training and streamlined processes.
Overview
13
13
years of professional experience
Work History
Team Leader - CRM Operations
Concentrix(Webhelp)
Grugram
12.2023 - Current
- Monitored team performance and provided constructive feedback regularly.
- Conducted regular meetings with team members to review performance and provide feedback.
- Trained team members on CRM software and best practices.
- Facilitated cross-departmental meetings to align CRM goals with business objectives.
- Streamlined processes to optimize response times for customer inquiries.
- Supported data analysis efforts to identify trends in customer behavior.
- Ensured compliance with all applicable regulations related to the CRM operations team.
Sr. Supervisor Customer Service (Email)
Concentrix India (Amazon UK)
Gurgaon
06.2017 - 01.2022
- Set goals and deadlines in ways that comply with company’s vision and communicate them to subordinates.
- Monitoring employee productivity and provide constructive feedback and coaching.
- Coordinated, supervised and evaluated work of subordinates and reallocated staff and resources to meet performance requirements.
- Monitored workflow to improve employee time management and increase productivity.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Reporting performance report directly to management on daily, weekly & monthly basis.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created and managed project plans, timelines and budgets.
- Decision making panelist for rewards and recognition.
- Trained new hires and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department.
Customer Service Associate (Email, Voice and Chat)
Concentrix India (Amazon UK)
Gurgaon
03.2014 - 06.2017
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Informed customers about special promotions and provided detailed information for various products.
- Addressed account security or access concerns.
Customer Service Associate (Voice)
Concentrix India (United Airlines)
Gurgaon
04.2013 - 03.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Responded to customer calls and emails to answer questions on flight requisites.
Education
Bachelor of Business Economics - Business Economics
S.G.N.D Khalsa, University of Delhi
New DelhiXII -
A.E.S NT Rama Rao Memorial Senior Secondary School
New DelhiX -
A.E.S NT Rama Rao Memorial Senior Secondary School
New DelhiSkills
- Customer service
- Performance monitoring
- Employee training
- Problem solving
- Customer relationship management
- Customer relationship management
Timeline
Team Leader - CRM Operations
Concentrix(Webhelp)
12.2023 - Current
Sr. Supervisor Customer Service (Email)
Concentrix India (Amazon UK)
06.2017 - 01.2022
Customer Service Associate (Email, Voice and Chat)
Concentrix India (Amazon UK)
03.2014 - 06.2017
Customer Service Associate (Voice)
Concentrix India (United Airlines)
04.2013 - 03.2014
Bachelor of Business Economics - Business Economics
S.G.N.D Khalsa, University of Delhi
XII -
A.E.S NT Rama Rao Memorial Senior Secondary School
X -
A.E.S NT Rama Rao Memorial Senior Secondary School