Ashok Kumar
Deputy Manger - Reliance Retail Limited.
Summary
Results-driven professional with strong background in management and operations. Known for optimizing Vendor performance and driving projects to successful completion. Committed to collaboration and adapting to dynamic business needs. Proficient in strategic planning and effective communication.
Customer-focused professional with successful 10-year career in Customer service sector.
Overview
11
11
years of professional experience
1
1
Certification
4
4
Languages
Work History
Deputy Manager
Reliance Retail Limited
07.2020 - Current
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Identified areas for improvement within the vendor, implementing strategic initiatives to address gaps in performance and resources.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Increased customer satisfaction levels by developing targeted strategies to address customer concerns effectively.
- Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Defined clear targets and objectives, and communicated them to vendors.
- Evaluated vendor performance and conveyed constructive feedback to improve skills.
- Liaised with team members, stakeholders and vendor s to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.
Quality Analyst
Hinduja Global Solutions
10.2019 - 07.2020
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
Customer Experience Analyst
Reliance Jio Infocomm. Ltd
10.2017 - 10.2019
- Provided proactive and highly responsive communications.
- Conducted root cause analysis on recurring issues, driving proactive solutions that reduced future occurrences.
- Managed escalated customer issues, resulting in timely resolution and increased satisfaction levels.
- Analyzed customer feedback to identify trends and make recommendations for process improvements.
- Proactively identified potential pain points within the customer journey, leading to targeted improvements in SOP design and customer experience.
- Reported high level of data quality metrics to staff and management.
- Mentored and coached junior team members, sharing knowledge and expertise to foster an environment of continuous learning and professional growth.
- Identified the area of vendor improvement in terms of customer experience and service delivery, and shared the consistent feedback with the vendor.
Quality Analyst
Reliance Communications Ltd
02.2016 - 08.2017
- Analyzed quality and performance data to support operational decision-making.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Maintained up-to-date knowledge of quality assurance methodologies, applying best practices to daily tasks.
Quality Analyst
Kochar Infotech Private Ltd
02.2014 - 01.2016
- Started as technical support and assisted the customer who faced GPRS issues in their handset
- Trained new joiners with SOP and expectations
- Promoted as quality analysts
- Audited call of customer and shared consistent feedback to agents.
Education
Bachelor of Engineering - Engineering
Sri Subramanya College of Engineering
Palani, TN 04.2001 -
Skills
Vendor Performance improvements
Certification
Lean Six-Sigma-Green Belt
Timeline
Deputy Manager
Reliance Retail Limited
07.2020 - Current
Quality Analyst
Hinduja Global Solutions
10.2019 - 07.2020
Customer Experience Analyst
Reliance Jio Infocomm. Ltd
10.2017 - 10.2019
Lean Six-Sigma-Green Belt
06-2016
Quality Analyst
Reliance Communications Ltd
02.2016 - 08.2017
Quality Analyst
Kochar Infotech Private Ltd
02.2014 - 01.2016
Bachelor of Engineering - Engineering
Sri Subramanya College of Engineering
04.2001 -
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