KUNDAN KUMAR
Hyderabad,India
Summary
Accomplished professional with extensive expertise in Service Level Agreements, Collaborative Environments, and Client Meetings. Demonstrates strong capabilities in Performance Appraisal, Staff Development, and Performance Management. Adept at Coaching and Mentoring, fostering Teamwork and Collaboration, and utilizing Analytical Thinking to drive business success. Possesses robust Business Acumen and excels in providing Operational Support. Committed to leveraging skills for continuous improvement and organizational growth.
Overview
16
16
years of professional experience
2016
2016
years of post-secondary education
Work History
Team Manager
Sutherland Global Services
Hyderabad, TG
02.2023 - 10.2024
- Enhanced team productivity by implementing efficient task delegation and time management strategies
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans
- Streamlined communication channels for increased efficiency in project execution and decision-making processes
- Developed high-performing team by recruiting top talent, providing ongoing training, and fostering positive work environment with 100% throughput.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives
- Handled team strength of 22-25 employee and ensuring the growth and recognition for all on time.
- Actively worked on WBR which includes PPT preparations and presenting them to client with insights, sharing achievements and focus area.
Team Leader
Tech Mahindra Business Services LTD
Mumbai, Maharashtra
11.2020 - 01.2023
- Mentored and guided employees to foster proper completion of assigned duties
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Built strong relationships with customers through positive attitude and attentive response
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Handled team of 15 members while providing exceptional customer service
- Facilitated training for associates through daily coaching and regular performance appraisals
- Worked for Three UK process and currently working in SMARTY network process as in Team leader where major goal is customer service and help resolve the customer issues related to the network.
- Initiated digital campaigns with a focus on targeted demographics.
- Oversaw planning and execution of targeted sales and marketing strategies.
- Created weekly performance reports, analyzing and interpreting data to improve day-to-day business operations.
- Helped complete project deployment process with timely training sessions and inductions.
Customer Relationship Executive
Tech Mahindra Business Services LTD
Mumbai, Maharashtra
07.2016 - 11.2020
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat
- Described product and service details to customers to provide information on benefits and advantages
- Developed working relationships with internal and external customers while assisting with account management duties
- Explained online self-help options to customers to promote additional and after-hours support choices
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Investigated and resolved customer inquiries and complaints quickly.
- Contributed to cross-selling initiatives by identifying potential sales opportunities during customer interaction.
- Trained new employees in exemplary customer relationship management practices.
Tech Lead
Prerna Media & Service Enterprises
03.2015 - 04.2016
- Worked as Technical head for Organisation In Ranchi center
- Resolving ticket raised by employee for any computer related issue which includes hardware and software.
Customer Relationship Executive
Wipro
04.2009 - 02.2015
- Worked as a Senior Associate in Wipro Bpo for HP consumer range of Computing, Networking
- Provided Support for Compaq & HP's consumer range of Computing, Networking which involves the core support for OS related issues and networking including configuring routers, wired and wireless network
- To ensure high customer satisfaction by accurate & lasting resolution in quicker turnaround was primary responsibilities
- Participation in Conferences, dissemination of critical & noncritical updates to the operations floor through various communication channels was part of the responsibility.
Education
Bachelor of Computer Applications - computer science
ICFAI University - Tripura
Kolkata, West BengalHigh School Diploma - undefined
MNPS - Jamshedpur
Skills
- Service Level Agreements
- Collaborative Environments
- Client meet
- Performance Appraisal
- Staff Development
- Performance Management
- Coaching and Mentoring
- Teamwork and Collaboration
- Analytical Thinking
- Business Acumen
- Operational support
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Languages
English
Hindi
Affiliations
- Cricket
Accomplishments
Have been awarded the topTeam manager at global level for client.
References
References available upon request.
Timeline
Team Manager
Sutherland Global Services
02.2023 - 10.2024
Team Leader
Tech Mahindra Business Services LTD
11.2020 - 01.2023
Customer Relationship Executive
Tech Mahindra Business Services LTD
07.2016 - 11.2020
Tech Lead
Prerna Media & Service Enterprises
03.2015 - 04.2016
Customer Relationship Executive
Wipro
04.2009 - 02.2015
High School Diploma - undefined
MNPS - Jamshedpur
Bachelor of Computer Applications - computer science
ICFAI University - Tripura
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