Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Interests
Timeline
CustomerServiceRepresentative
Atul Kumar

Atul Kumar

Manager-Quality
Noida

Summary

  • Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
  • Experience into Ecommerce, Travel , Lead Generation , Banking & Finance(Fin-Tech) Food & Clouds Kitchen process with the expertise of Vendor Management, Client Management, Conflict Management, Problem-Solving, Stress Management

Overview

7
7
years of professional experience
9
9
years of post-secondary education
2
2
Certifications
2
2
Languages

Work History

Manager-Quality

Cogent E-Services LTD.
Noida
08.2022 - Current
  • In Cogent working as a Manager Quality and managing bharatpe account.
  • Leading the Quality for banking & payment products.
  • Handling 20 member of team including Quality and Training.
  • Managing the Quality of Merchant Help Desk, Lending, Bharatswipe (EDC), FRM, Soundbox, Postpe (BNPL) Email & chat.
  • Weekly connect with client for Performance Review Matrix like CQ Score, C-SAT, M-SAT,AHT,Suggestions and Planes.
  • Daily connect with internal stakeholders for performance discussion and team productivity.
  • Driving all process Quality KPI's with team and grooming them for future opportunities.

Assistant Manager, Training & Quality

BPO Convergence
Noida
09.2021 - 08.2022
  • Taking care of Swiggy & Payu account.
  • Responsible for driving Quality in the process.
  • Managed the Quality of Swiggy Chat customer support and Payu (BNPL) Email and call.
  • Analyzed team performance and identified opportunities for additional training.
  • Developed effective training plans based on TNI.

Quality Analyst -Acting TL

Jindal X
New Delhi
09.2020 - 09.2021
  • In Jindal X i was working as a quality analyst along with Team lead responsibility.
  • Taking care of Zomato Chat process and leading 5 QA team.
  • Analyzed quality and performance data to support operational decision-making.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Developed and maintained quality assurance procedure documentation.
  • Compiled and distributed weekly feedback to team leaders and Agents to improve service time and quality while increasing productivity.

Sr. Quality Analyst

Tech Mahidra LTD
Noida
09.2017 - 09.2020
  • I was working as a Sr. Quality Analyst and taking care of Flipkart process.
  • I was promoted after 6 month of joining the company
  • Knowledge of RCA and Escalation handling
  • Performing daily quality audits and hygiene to have process improvement opportunity.
  • Refreshers and Training sessions of BQ and TNI agents.
  • Provided regular feedback to team agents on quality metrics by communicating consistency problems to improve customer satisfaction and process CQ.

Customer Service Representative

innova communications
Noida
07.2016 - 05.2017
  • Handling customer concerns on Vodafone process
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

Bachelor of Arts - Arts

Delhi University
Delhi
07.2016 - 03.2022

High School Diploma -

UNION ACADEMY SR SEC SCHOOL
New Delhi
06.2013 - 05.2016

Skills

    Staff Management

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Additional Information

  • Six sigma Yellow belt Certified-2020
  • Emerging Leaders Booster program EMBP-2017-18


Certification

Lean Six Sigma-Yellow Belt

Interests

Watching web Series

Travelling arround the country

Timeline

Manager-Quality

Cogent E-Services LTD.
08.2022 - Current

Assistant Manager, Training & Quality

BPO Convergence
09.2021 - 08.2022

Quality Analyst -Acting TL

Jindal X
09.2020 - 09.2021

Lean Six Sigma-Yellow Belt

05-2020

ELBP-Emerging Leader Booster Program

01-2019

Sr. Quality Analyst

Tech Mahidra LTD
09.2017 - 09.2020

Bachelor of Arts - Arts

Delhi University
07.2016 - 03.2022

Customer Service Representative

innova communications
07.2016 - 05.2017

High School Diploma -

UNION ACADEMY SR SEC SCHOOL
06.2013 - 05.2016

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Atul KumarManager-Quality