Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Disclaimer
Personal Information
Timeline
Generic

Kishore Kumar Dora

Hyderabad

Summary

Experienced professional with over a decade of expertise in management, human resources, and operations. Skilled in team leadership, adept at motivating and monitoring performance metrics. Proficient in analysis, business operations, evaluation, and strategic decision-making.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Team Leader

IntouchCx
05.2022 - Current
  • Currently handling an Escalation review team of 25 of US grocery delivery services.
  • Team handles issues above $100 after reviewing the customer profile and history.
  • Monitoring and Evaluating KPI’s as per SLA agreed with client
  • Streamlined new LOB and Knowledge transfer
  • Performance management is done on daily basis
  • Constructive feedback is given on 1-1 basis
  • EWS tracker is updated every fortnight.
  • Prioritize the workflow and allocate to the team as per their ability.
  • Ensuring the work is done with agreed quality target
  • Quality feedback is shared with the team and understanding the gap
  • Required training is arranged for the team
  • Escalation management is done by doing RCA of the defects
  • Communicating with the team and sharing valuable feedback

Team Leader

Tata Consultancy Services
04.2010 - 05.2018
  • Handled a team of 20 in the utility process (electricity & gas) of the UK.
  • Team used to handle electricity and gas billing issues, meter issues, revenue collection.
  • Utility customers used to contact us through web chat and email with the contract and their issues related to high bill, bill mismatch, faulty meter, vulnerability update, revenue collection.

Searcher

First American India Pvt. Ltd
02.2008 - 09.2009
  • Company Overview: an American Property Insurance Company
  • My role was to do a search on the property and to prepare a preliminary report for the property foreclosure using Applications like Data Tree, Citrix, Win track and Lexis-Nexis
  • Locating the foreclosure property in the map
  • Matching property details with the Tax assessment document
  • Checking any kind of claim on the property in the form of Lien, encroachment, litigation, etc.
  • Locating the exact boundary of the property in the map.
  • Screening all the property documents.
  • An American Property Insurance Company

Education

B.Sc. - Biotechnology

Bangalore University
01.2007

MBA - Business Analyst

Vignan University
05.2025

Skills

  • Expertise in advanced Excel functions
  • Microsoft PowerPoint proficiency
  • Proficient in MS Word
  • ServiceNow expertise
  • Zendesk proficiency
  • Proficient in Freshdesk
  • Salesforce proficiency
  • SAP ISU expertise
  • Proficient in Google Suite
  • Looker Studio proficiency

Certification

  • Lean Six Sigma Green Belt certification by Tata Consultancy Services
  • Associate Catalyst certification by Tata Consultancy Services

Accomplishments

  • Data Mining and modelling: Collected, cleansed and provided modeling and analysis of structured and unstructured data used for major business initiatives.
  • Process improvement idea implemented by applying Lean methodology in reduction of pass back cases to onshore, resulting in 2.5 FTE’s work saving.
  • Project- Electronic Programme Management Office (ePMO), Utility customer had the requirement of live access of cases status. Requirement gathering done with customers, collaborated with IT team and designed the ePMO successfully.
  • EPMO was used for staff shift time tracking details and better staff utilization.
  • Analyzed service desk tickets like incident and service request tickets, understanding the spike in volume for particular incident tickets and their patterns.
  • Historical data used for the forecasted volume and rostering of staff are done accordingly.

Disclaimer

I hereby declare that the above furnished information is true to the best of my knowledge.

Personal Information

Total Experience: 12.11 Years

Timeline

Team Leader

IntouchCx
05.2022 - Current

Team Leader

Tata Consultancy Services
04.2010 - 05.2018

Searcher

First American India Pvt. Ltd
02.2008 - 09.2009

MBA - Business Analyst

Vignan University

B.Sc. - Biotechnology

Bangalore University

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Kishore Kumar Dora