Arun Kumar
New Delhi
Summary
Strategic leader with extensive team management experience. Builds training, mentoring and development opportunities to drive performance. Shares robust resource planning and project delivery expertise.
Business Operations | Customer Experience | Excel Proficiency | Team Coach | Team leader | NPS Improvement |
Overview
10
10
years of professional experience
Work History
Team Leader
Mabeaat
Dubai
03.2023 - 02.2024
- Monitored account activity for suspicious or unauthorized transactions.
- Recruited, trained, and supervised staff members within the department.
- Developed marketing strategies to attract new customers to the bank.
- Prepared reports on branch activities for senior management review.
- Determined whether members were eligible for new services.
- Conducted regular performance reviews to assess individual team member progress.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Rostering and shrinkage management.
- Motivating and mentoring the team to achieve SLA targets and quality metrics.
Team Leader
Ferns N Petals Pvt. Ltd -(FNP)
Delhi-NCR
10.2018 - 02.2023
- Motivate and coach existing business partners to meet service, sales, and customer experience goals.
- PAN India Operations handling, partner management, and support.
- Create and modify strategies to achieve better business revenue, with service levels in mind.
- Maintain detailed logs and reports of performance, SLA, Growth and customer satisfaction pointers.
- Partner SLA and complaint handling.
- Minimizing product/delivery time modifications to ensure a brighter customer experience. Providing basic introduction and training for newly onboarded partners regarding the goals of the organization.
- Creating a business forecast following the historical trend to ensure smooth operations.
- Sharing monthly and yearly business performance with partner/vendor.
- Managing a team of 70 members, including 9 groups, as a direct reporting manager with 4 subordinates.
- Voice and non-voice call center process management.
- Delegated daily tasks to team members to optimize group productivity.
Supervisor
IO Digita
Delhi-NCR
01.2017 - 09.2018
- Aligned day-to-day activities with targets set by upper management.
- Aligned day-to-day activities with targets set by upper management. Helped teams solve complex customer issues and complaints by providing guidance and support throughout calls.
- Worked with other department supervisors and managers to support agents with high-volume calls, decreasing wait time during busy periods.
- Monitored individual performance, providing coaching and training opportunities to struggling team members, improving colleague satisfaction.
- Reviewed submitted complaints and prioritized responses by submission time or other factors.
- Handled incoming telephone calls promptly to minimize customer waiting times and enhance customer satisfaction ratings.
- Followed up on customer interactions to provide further support. Remained calm under pressure to handle customer complaints and solve problems.
- Responded to customer emails with accurate, professional replies.
Executive Assistant
Hero BPO
Delhi-NCR
01.2014 - 12.2016
- Maintained a high level of professionalism while resolving customer issues.
- Collaborated with other departments to ensure customer satisfaction.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Maintained detailed product knowledge to competently and expertly advise customers.
- Recorded details from customer communications on CRM.
- Followed customer service script for uniformity in handling customer issues.
Education
Bachelor of Commerce - Commerce
Vinayaka Missions University
New Delhi01-2016
Skills
- New Business Development
- Customer Experience
- Operations Management
- Vendor Management
- Third-Party Vendor Management
- Call Center Operations
- Client Service
- Sales expertise
- Rostering
- People Management
- Service Level Agreements (SLA)
- Business Process Improvement
- Back-end Operations
- MS Excel
- MS Word
- Google Sheets and Docs
- Communication & Oration
Accomplishments
- Best Team leader
- Best project award
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Punjabi
Advanced (C1)
C1
Timeline
Team Leader
Mabeaat
03.2023 - 02.2024
Team Leader
Ferns N Petals Pvt. Ltd -(FNP)
10.2018 - 02.2023
Supervisor
IO Digita
01.2017 - 09.2018
Executive Assistant
Hero BPO
01.2014 - 12.2016
Bachelor of Commerce - Commerce
Vinayaka Missions University
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