Himanshu Kumar
Summary
Results-driven Operations Professional experienced in managing support operations within BPO and global telecom sectors. Achieved enhanced process efficiency and improved customer satisfaction through data analysis, performance reporting, and targeted coaching for over 15 agents. Focused on collaboration with cross-functional teams to drive process improvements and elevate service quality.
Overview
1
1
Language
4
4
years of professional experience
Work History
Senior Associate Representative
Tech Mahindra
Noida
09.2025 - 09.2026
- Managed support operations for leading global telecom marketplace, ensuring seamless service delivery.
- Collaborated with cross-functional teams to optimize customer experience and elevate service quality.
- Analyzed operational data and performance metrics to identify areas for process improvement.
- Support reporting, escalation management, and process improvement initiatives.
Associate/Subject Matter Expert (SME)
Teleperformance
Gurugram
06.2024 - 05.2025
- Prepared and analyzed performance reports using Excel and dashboards to track trends and inform decision-making.
- Coached and mentored 15+ agents, enhancing quality and sales conversion while boosting customer satisfaction.
- Supported new hire training and reduced operational errors through targeted coaching and feedback.
- Facilitated new hire training with targeted coaching and feedback, minimizing operational errors.
Associate
Aegis Customer Service Pvt. Ltd.
Kolkata
01.2023 - 04.2024
- Managed high-volume customer interactions to uphold quality and productivity standards.
- Resolved product and service-related queries for customers in a timely manner.
- Handled high-volume customer interactions while maintaining quality and productivity standards.
- Acted as a Business SME, providing process expertise and contributing to operational efficiency improvement.
Education
Bachelor of Commerce - Accounts
Magadh University
Diploma - Computer Applications
DCI Computers
GayaSkills
- Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Conditional Formatting, Data Validation, Charts & Dashboards)
- Excel reporting
- Dashboard reporting
- Escalation management
- Process improvement
Languages
English, Hindi
Accomplishments
- Quickly adjusting to changing situation in a fast-paced environment.
- Exceeded monthly sales targets consistently, earning 2 performance awards.
- Recognized as a Top Performer for three consecutive months for outstanding productivity, quality, and operational performance.
Personal Information
Title: Senior Associate Representative
Languages
English
First Language
Work Preference
Work Type
Full TimeLocation Preference
On-SiteOpen to relocation: Yes
Timeline
Senior Associate Representative
Tech Mahindra
09.2025 - 09.2026
Associate/Subject Matter Expert (SME)
Teleperformance
06.2024 - 05.2025
Associate
Aegis Customer Service Pvt. Ltd.
01.2023 - 04.2024
Bachelor of Commerce - Accounts
Magadh University
Diploma - Computer Applications
DCI Computers