Manoj Kumar
Kalyan
Summary
Multi-tasking Team Leader well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sr. Customer Support Executive
Teamlease Digital Pvt Ltd.
07.2022 - Current
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Assigned and designated job territories to customer care staff according to performance and history.
- Coached team members in techniques necessary to complete job tasks.
Sr.CSE; Asst.Team Lead
Conneqt Business Solutions Pvt Ltd.
01.2021 - 06.2022
- AMEX Process, Inform customer of deals and promotions in regards to Membership rewards, and how to avail points on multiple purchases.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Upselling of products based on customer purchase history for Luxury segments.
- TATA Cliq LUX process assisted customer with their order related query, and status of it, Gathering more data about customers in order to offer more personalization in the future
- Supervised and trained batches with strength of 20 to 30 advisors, developing clear objectives and KPIs for the team
- Experienced with Supervisor calls, data maintenance, daily productivity reports, shrinkage control, feedback, call audits, and quality checks.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Sr.CSE
Arocon Technologies
03.2017 - 02.2020
- AT&T process where we had to assist customer to rectify their modem and troubleshooting related issues
- Helping customer to obtain new connections, informing the plans and assigning a technical engineer for site visit
- Assisted as a SME and Asst. Team Lead during the period of November 2017 to February 2020
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Gathered and verified all required customer information for tracking purposes, evaluated consumer reports on a monthly basis.
Education
BE.EEE -
ANNA UNIVERSITY CHENNAI
01.2016
Higher Secondary Education - undefined
N.E.S JUNIOR COLLEGE
01.2012
Secondary School Education - undefined
SRI VANI VIDHAYA SHALA HIGH SCHOOL
01.2010
Skills
- Employee Evaluation
- Mentoring
- Technical Support
- Call Center Operations
- Key Performance Indicators
- Goal Setting
- Overseeing Daily Activities
- Service Level Agreements
- SOP Adherence
- Issue Resolution
Leadership Experience
SHAYATA FREE FUND ORG, Led a team of young enthusiasts in helping people in need, Managed donations to Zilla parishad schools, Organized book and blood donation camps in rural areas
Training
JOB INFO CONSULTANCY, Screened 30+ resumes, arranged interviews, and completed pre-interview process for Delivery facility, 2018
Certification
- Certified Advanced Lean Six Sigma Yellow Belt, Sparen & Gewinn- May 2023
- Certified Design Thinking, Wiztoon Academy of Media and Design - May 2020
Languages
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Sr. Customer Support Executive
Teamlease Digital Pvt Ltd.
07.2022 - Current
Sr.CSE; Asst.Team Lead
Conneqt Business Solutions Pvt Ltd.
01.2021 - 06.2022
Sr.CSE
Arocon Technologies
03.2017 - 02.2020
BE.EEE -
ANNA UNIVERSITY CHENNAI
Higher Secondary Education - undefined
N.E.S JUNIOR COLLEGE
Secondary School Education - undefined
SRI VANI VIDHAYA SHALA HIGH SCHOOL
- Certified Advanced Lean Six Sigma Yellow Belt, Sparen & Gewinn- May 2023
- Certified Design Thinking, Wiztoon Academy of Media and Design - May 2020
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