Kunal

• Lead and executed 5 projects of process improvement within a year with 100% success rate.
• Played a major role in expansion of process and ramp up in more cities to increase the workforce.
• POC for 7 key process deliverables on Site level.
• Working on a Six Sigma project to improve the Quality.
• Mentored 7 supervisors and managers in a year.

• Responsible for driving performance in all internal and external KPIs.
• Lead and attended client calls and review meetings.
• Supporting team members regarding process/non-process related queries.
• Taking care of Shrinkage, Attendance and Performance improvement plan for team.

• Responsible for driving performance in all internal and external KPIs.
• Lead client calls and review meetings.
• Supported team members regarding process/non-process related queries.
• Took care of Shrinkage, Attendance and Performance improvement plan for team, and lead a team of 50 analysts including 4 Shift Supervisors and 4 SMEs.

• Took essential part in all the strategic discussions and meetings for process improvement.
• POC for all client interactions for the site with a headcount of 550+ people.
• Lead the Compliance project with 10+ compliance parameters of monitory impact.
• Provided timely & high-quality responses to all client related queries thereby ensuring maximum Client satisfaction.
• Worked with delivery excellence to ensure Continuous Improvement initiatives taken and closed at the Team and process level.
• Mentored supervisors & SMEs.

• Lead a team of 20 associates who attended calls and emails.
• Monitored & managed Production performance on a daily/Weekly/Monthly basis with respect to pre-defined KPI targets.
• Mentored the SMEs on their role.

• Took inbound/outbound calls to handle customer queries.
• Took escalation calls as a senior executive.
• Mentored new joiners on the floor.

• Handed inbound and outbound calls of customers and provided them resolution.
• Played an important in managing escalation team (Taking escalation calls, highlighting errors, taking follow- up on customer complaints).

• Resolved customer's issues on inbound calls.
• Met the performance matrices.