MAHESH KUMAR

• KEY RESPONSIBILITIES:
• Driving process efficiencies with strategic insights that help boost Sales • Working proactively with cross-functional teams for best practice share that always resulted in the betterment of the customer experience
• Performing process audits and presenting data/reports by using advance excels
• Scoping automation opportunities to streamline processes •
• Actively provide constructive feedback to the teams that benefitted reduce the errors from the root, enhancing customer experience
• KEY ACCOMPLISHMENTS
• Inspire awards from stakeholders on following criteria - Integrity, Results, Innovation, and, winning together, etc.
• • Performed process Maps/training documents to bridge gaps in executing a certain task across three regions
• Built audit and process parameters with that few that I have piloted – PIM process
• Built tailored reports on business quality from Manager to agent level specifics that not only helped global managers/agents to know about the errors but aided in performing RCA that greatly helped address challenging issues

KEY RESPONSIBILITIES

•Supporting and advising the Sales team to drive sales productivity

•Setup and maintenance of Premier pages to ensure smooth ordering experience for the customer

•Working closely with Sales to enable frictionless transactions

•Handling escalations and maintaining high/complex accounts

•Driving process efficiencies with strategic insights that help boost Sales

•Working proactively with cross-functional teams for best practice share that always resulted in the betterment of the customer experience

•Onboard new hire via formal training programs and act a coach until their probation period

•Delivering solutions that helped save agent's time of 20+ hours that resulted in Sales spending that extra time in generating more leads

Key Accomplishments:

•Dedicated PAM

•Received few Bronze, Silver and a DCA award for my performance FY19Q4|FY19Q2|FY20Q1|FY20Q3|

•Inspire awards from stakeholders on following criteria - Integrity, Results, Innovation, and, winning together, etc.

•Performed process Maps to bridge gaps in executing a certain task across three regions

•Project on broken configuration management that facilitated save operational time for more than 40 hours, altogether

Key Resoponsibilities:

•Supporting and advising the Sales team to drive sales productivity

•Setup and maintenance of Premier pages to ensure smooth ordering experience for the customer

•Working closely with Sales to enable frictionless transactions

Achievements:

Received Customer Hero Award and Bronze Award

KEY RESPONSIBILITIES

•Inbound and Outbound customer Support calls

•Resolve customer disputes on call, POC for escalations

•Handle International customers (AU and Americas)

•KEY ACCOMPLISHMENTS

•Best Customer Experience awards – Trice

•Accuracy Champ - For maintaining zero errors for three months (back-back)