Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Kuljyot Singh

Knowledge and Quality Management
Wagholi

Summary

Customer Service–Focused, Quality-Driven Leader | IT Helpdesk | Technical Support | Knowledge Management | 13+ Years of Experience Experienced Quality and Knowledge Management Lead with over 13 years in IT helpdesk operations, technical support, quality assurance, and knowledge strategy. Adept at system diagnostics, troubleshooting, and conflict resolution, with a strong commitment to enhancing customer service outcomes. I bring a track record of success across roles including Customer Service Agent, Technical Support Executive, Quality Analyst, Communication Coach, and Knowledge Base Manager. My strengths lie in driving service excellence through: Leading quality assurance initiatives to improve performance and customer satisfaction. Implementing effective knowledge management frameworks for operational efficiency. Coaching and mentoring teams to build expertise and deliver consistent service. A collaborative, results-oriented professional with a passion for continuous improvement and empowering teams to succeed.

Overview

13
13
years of professional experience
5
5
years of post-secondary education
5
5
Languages

Work History

SME – Knowledge and Quality Management

NCSI Technologies
11.2023 - Current
  • Build, manage, and set the direction of the Knowledge Management Framework and knowledge management team members.
  • Create, capture, organize, and assess knowledge assets for enterprise use.
  • Coordinate with cross-functional organizations to align KM strategy with broader organizational learning strategies.
  • Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements.
  • Promote the use of knowledge management tooling and processes to facilitate sharing of knowledge.
  • Build and drive the culture of knowledge sharing within site operations and serve as the advocate for KM initiatives within site operations.
  • Support the development and implementation of training on KM processes and tooling.
  • Create and review KPIs for adoption, usage of premier (high-value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.
  • Assist with resource planning as applicable to strengthen and expand KM initiatives.
  • Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales.
  • Be the thought leader on KM Framework implementation within site operations and share learnings and best practices broadly within the IT Infrastructure organization.
  • Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value.
  • Bring relevant industry insights to incorporate into the KM Framework.
  • Identify and evangelize success stories from the Knowledge Management Program.
  • Design and develop incentive mechanisms to acknowledge and highlight active participants.
  • Quality SMEs contribute to maintaining service desk quality standards. They may review agent interactions, provide feedback, and identify areas for improvement to enhance overall service delivery.

Compliance Auditor

Bitrix24
08.2023 - 10.2023
  • Conducted audits of remote staff including Virtual Assistants and Development teams.
  • Identified operational inefficiencies and shared improvement recommendations with stakeholders.

Personal Trainer / Communication Coach

04.2023 - 08.2023
  • Trained individuals on English communication, email etiquette, and confidence building.

Senior Analyst – Quality Assurance

HCL Technologies
02.2022 - 03.2023
  • The Foremost responsibility of Quality analyst for Global Service Desk is to maintain Quality for the operations.
  • Maintaining detailed Knowledge-based article – creating, modifying and decommissioning.
  • Maintaining Quality Reports Documentation – creating, updating and sharing.
  • Creating and Modifying Process Enhancement documentation.
  • Finding Root Cause for escalation and DSAT surveys.
  • Conducting QRL (Quality Reference Legend) sessions and UAT (User Acceptance Test) session for New Hire.
  • Execute Performance Improvement Plans.
  • Monitor progress against goals and objectives; provide timely updates to stakeholders.
  • Provided suggestions regarding increasing technical support productivity of the desk.

Senior Technical Support Engineer

Mphasis India Pvt Ltd.
10.2018 - 12.2021
  • One of the main duties of a Senior Service Desk analyst is to handle incoming queries and help requests from the end users, either via portal or email or over the phone.
  • Resolve IT support requests and issues for the Bank employees.
  • Escalate user's queries for further assistance to higher-level support specialists and experts if they are unable to resolve the issue on their own.
  • Maintaining detailed service records and incident documentation.
  • Process Enhancement documentation.
  • Creating Knowledge Base articles.
  • Internal Promotion as Quality Auditor up-skilled on auditing calls, incident documentation and DSAT analysis.
  • Providing feedback for audits performed, DSAT surveys and RCA on client/department escalations.
  • Worked as the only Quality Auditor for the Project for more than a 2.7 Years.
  • Maintaining reports, Conducting QRL (Quality Reference Legend) sessions and UAT (User Acceptance Test) session for New Hire.
  • Provided suggestions regarding increasing technical support productivity of the desk.

Senior Technical Support Executive

Cybage Software India Pvt Ltd.
09.2014 - 07.2018
  • Resolve customer complaints and concerns with strong verbal and negotiation skills.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Maintained composure and patience in face of difficult customer.
  • Provided answers to clients by identifying problems, researching answers, guiding clients through correct steps.
  • Handled trouble tickets with support interventions for urgent issues.
  • Identified and escalated priority issues per client specifications.
  • Performed Hardware, Antivirus and Hard drive backup package installation.
  • Performed POS terminal support and troubleshooting.
  • Provided suggestions regarding increasing technical support productivity.
  • De-escalate the escalation call.
  • Mentored and trained new representatives.

ISP Technical Support Agent

Concentrix Daksh (formerly IBM Daksh)
03.2012 - 09.2014
  • Analyzing the end user's issues with high speed internet connection for troubleshooting.
  • Diagnosed and resolved technical hardware and software issues involving internet connectivity, email.
  • Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps.
  • Handled trouble tickets with support interventions for urgent issues identified and escalated priority issues per client specifications.
  • Performed PC Tune-Up's, Antivirus and Hard devices installation on screen share (remotely).
  • Assistance with Installing Apps supported and up-sell them.
  • Provided suggestions regarding increasing technical support productivity.
  • Attend Escalation call and De-escalate them.
  • Mentored and trained new hired candidates.

Education

Bachelor of Arts (B.A.) -

MATS University
01.2012 - 01.2014

HSC / 12th Grade - undefined

Maharashtra Board
01.2006 - 01.2008

SSC / 10th Grade - undefined

Maharashtra Board
01.2004 - 01.2005

Skills

Knowledge Management

Personal Information

  • Date of Birth: 05/31/87
  • Gender: Male
  • Nationality: Indian

Timeline

SME – Knowledge and Quality Management

NCSI Technologies
11.2023 - Current

Compliance Auditor

Bitrix24
08.2023 - 10.2023

Personal Trainer / Communication Coach

04.2023 - 08.2023

Senior Analyst – Quality Assurance

HCL Technologies
02.2022 - 03.2023

Senior Technical Support Engineer

Mphasis India Pvt Ltd.
10.2018 - 12.2021

Senior Technical Support Executive

Cybage Software India Pvt Ltd.
09.2014 - 07.2018

ISP Technical Support Agent

Concentrix Daksh (formerly IBM Daksh)
03.2012 - 09.2014

Bachelor of Arts (B.A.) -

MATS University
01.2012 - 01.2014

HSC / 12th Grade - undefined

Maharashtra Board
01.2006 - 01.2008

SSC / 10th Grade - undefined

Maharashtra Board
01.2004 - 01.2005

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