KULDEEP DHAR
Quality Associate
Gurgaun,Haryana
Summary
Dedicated and results-oriented professional with extensive experience in non-voice and voice-based operations across multiple regions and industries. Adept at claims processing, team management, and process optimization, with a proven track record of driving efficiency and delivering exceptional results. Skilled in cross-functional collaboration, having worked closely with teams in the US, India, and the UK to achieve common objectives and contribute to the success of projects and initiatives. Recognized for leadership abilities, having successfully managed teams of up to 30 employees, providing support, guidance, and mentorship to ensure optimal performance. Strong background in customer service and sales, with a focus on delivering outstanding experiences and driving revenue growth. Excels in quality assurance, conducting detailed assessments and providing targeted coaching to enhance performance and exceed quality standards. An adaptable and flexible professional, able to thrive in dynamic environments and navigate transitions seamlessly. Seeking to leverage expertise and accomplishments in a challenging role to drive continued success and contribute to organizational growth.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Quality Associate ( NZ Team)
Allianz Partners
Gurugram
08.2023 - Current
- Pilot batch member of GCC US Non-voice India, responsible for claims distribution, processing, document verification, report generation, and indexing
- Provided support in managing team of 30 employees, contributing to daily team hurdles, performance monitoring (quality scores, attendance, transport), and ensuring smooth operations
- Supported Canada tele sales process, leveraging skills in sales and customer service
- Selected to receive handover from US team for creating MAC Forms, successfully completing task from India
- Contributed to GCC India USLT report (IT), collaborating with US-IT and Indian-IT teams
- Assisted and supported both US-IT and Indian-IT teams in various tasks and projects.
- Moved to UK Process
- Managed claims processing operations for Ticketmaster UK, specialising in various claim types including death, medical, collusion, event cancellation, and trip cancellation. Oversaw Service Level Agreements (SLAs) for voice team, ensuring adherence to standards and optimising call flow to meet performance metrics. Monitored Average Handling Time (AHT) to streamline processes and enhance efficiency.
- Promoted as Quality Associate for NZ Process
- Advanced to Quality Associate role within Voice Team for New Zealand process. Conducted quality assessments for team of 22 associates, providing detailed defect analysis to identify key improvement areas. Delivered targeted coaching and feedback tailored to enhance product knowledge and performance.
Senior Executive (Operations)
Max Life Insurance
Gurugram
08.2019 - 03.2020
- Developed proficiency in generating and analyzing headcount tracker reports
- Played a role in creating the Business Continuity Plan (BCP) data plan
- Led the single occupancy transport project, resulting in cost-cutting measures for the company
- Monitoring operations of both internal and external service providers
- Overlook loan claims, death claims, accidental riders, international queries
- Handled demerging process and grievance cases
- Planning, controlling and performance improvement strategies.
Customer Care Executive
Airtel
Jammu
05.2018 - 06.2019
- Offered customer support resolving customer complaints
- Handled high volume of 40-50 customer calls daily, providing exceptional support and resolving inquiries effectively and efficiently
- Demonstrated strong communication and problem-solving skills while maintaining customer-centric approach
- Consistently met or exceeded performance targets in call quality and customer satisfaction.
Education
MBA - Operations Management
NMIMS Mumbai College
Mumbai, India 06.2022 - 05.2024
B.Com -
SPMR College of Commerce
Jammu Class XII - undefined
Mahavir Jain High School
Class X - undefined
Army School Jammu Cantt.
Skills
- Customer Service
Quality Training
Internal Auditing
Active Listening
Time Management
- Internal Auditing
Certification
One year diploma in computer Application, Jammu
Accomplishments
- Received the Outstanding Performance Award for the quarter at Max Life Insurance, recognizing exceptional results and dedication.
- Achieved the Maximum Customer Appreciation in a month award at Max Life Insurance, showcasing exceptional customer service skills and client satisfaction.
- Earned a Certificate and Award for Outstanding Performance at Allianz Partner India for two consecutive years, demonstrating consistent high performance and contributions.
- Received appreciation for providing excellent support in Canada Tele Sales Team, highlighting strong teamwork and communication skills.
- Served as House Captain at Army School Jammu, showcasing leadership abilities
- Part of School NCC team
- Assembly head and part of school band
Personal Information
Hobbies:
1. Listening Music
2. Shoe Collecting
3. Binge Watching
4. Driving
Timeline
Quality Associate ( NZ Team)
Allianz Partners
08.2023 - Current
MBA - Operations Management
NMIMS Mumbai College
06.2022 - 05.2024
Senior Executive (Operations)
Max Life Insurance
08.2019 - 03.2020
Customer Care Executive
Airtel
05.2018 - 06.2019
B.Com -
SPMR College of Commerce
Class XII - undefined
Mahavir Jain High School
Class X - undefined
Army School Jammu Cantt.
One year diploma in computer Application, Jammu
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