Kishore Kumar Dora
Hyderabad
Summary
Senior Team leader capable at motivating a team of workers and monitoring all performances metrics carefully. A professional with more than 10 years of experience in management, human resources, and operations. Prioritizes excellent communication abilities to ensure no misunderstandings ever interfere with success. Experienced in analysis, business operations, evaluation, and decision making.
Overall 10 years of customer service industry, in Utility and E-Commerce Web Chat & Email team. 5 years of Team Lead experience in customer support handling both Web Chat & Email support. 1 year 6 months' experience in US Title search as a Property Searcher for California State. 2.6 year experience in Food aggregator process handling customer query related to food issue through email and chat. 2 Years' experience in Global service desk handled GSD India.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Operations Team Leader
24-7 Intouch
Hyderabad
05.2022 - Current
- Oversee an Escalation Review Team of 82 with 3 Team leads and 2 SME
- It is an American retail company that operates a grocery delivery and pick-up service in the United States and Canada.
- Monitored the daily performance of operations personnel, identifying areas for improvement and implementing corrective action when necessary.
- Analyzed data to identify opportunities for process optimization and cost reduction initiatives.
- Created detailed reports on operational metrics, such as quality control statistics, delivery times, customer satisfaction scores.
- Conducted regular meetings with stakeholders in order to review progress against goals and objectives.
Team Leader
Tata Consultancy Services
Bangalore
04.2010 - 05.2018
- Handled a team of 20 in utility process (electricity & gas) of UK
- Used to handle electricity and gas billing issues, meter issues, revenue collection
- Utility customer 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
Bangalore
02.2008 - 10.2009
- American Property Insurance Company; 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.
Education
B.Sc. Biotechnology -
Bangalore University
01.2007
Skills
- Advanced Excel/Google sheet
- SQL
- MS PowerPoint
- Looker studio
- CRM
- SAP ISU
- Tableau
- Service now
- Performance monitoring
- Operations Management
- Staff Supervision
Certification
- Lean Six Sigma Green Belt certification by Tata Consultancy Services
- Associate Catalyst certification by Tata Consultancy Services
- Completed 6 months Data Science course by Kelly Technologies
Accomplishments
- Recognized with Quarterly Customer Award (R&R) in the month of September'14 for my commitment, hard work & demonstration of values at workplace.
- Rewarded TCS Gems for "Special Initiative" for inspiring role model for the colleagues.
- Recognized as "Maverick of the Team" helped the team to clear backlogs.
- 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 Program Management Office (ePMO), Utility customer had the requirement of live access of cases status. Requirement gathering done with customer, collaborate with IT team and design the ePMO successfully.
- EPMO was used for staff shift time tracking details and better staff utilization.
- Analyzing of 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.
Official Mail Id
kishorekumar.dora@24-7intouch.com
Personal Qualifications
B.Sc. Biotechnology, Bangalore University, 2007, 64%
Personal Information
Total Experience: 13 Years
Timeline
Senior Operations Team Leader
24-7 Intouch
05.2022 - Current
Team Leader
Tata Consultancy Services
04.2010 - 05.2018
Searcher
First American India Pvt. Ltd
02.2008 - 10.2009
B.Sc. Biotechnology -
Bangalore University
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