Monu Kumar
Noida
Summary
Dynamic operations leader with extensive experience at i-Energizer IT Service, excelling in team management and quality assurance. Proven track record in enhancing customer satisfaction and driving process improvements.
Skilled in performance analysis and coaching, fostering a high-performing team culture while achieving production goals and maintaining service level agreements. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
13
13
years of professional experience
Work History
Team Leader - Operations
i-Energizer IT Services Private Limited
01.2021 - Current
- Responsible for team leadership goals.
- Employee scheduling to achieve the production hours on a weekly basis.
- Maintaining the report for AHT to achieve the daily targets.
- Follow up with the customers across the world to resolve their queries on a lead level.
- Follow up with the client for any updates or changes to the procedures and policies to address the queries of the customer within the SLA.
- C-Sat focused analysis.
- Team guidance towards the process goal.
- Attrition Control and Shrinkage Control.
- Production orientation.
- Cultivation team members' strengths and identifying areas for improvement.
- Live audits for agents to maintain the projected quality.
- BQ Audits / Handle the ad-hoc projects provided by the clients.
- Conducting the daily briefings to share the process updates.
- Share the feedback and coaching with the team.
- Attending the client calibration call to discuss the audit reports and bottom performance.
- Drive the OJT batches to make them perfect for the product.
- Help the new joiners handle the tickets within the SLA and according to the quality parameters.
- Handle the objectionable cases.
- Handle the BBB complaints.
- Make the reports for the Escalations Ticket, and report to the managers.
Quality Analyst
i-Energizer IT Services Private Limited
08.2019 - 12.2020
- Worked with off-site teams to complete timely tests and facilitate smooth product releases.
- Monitored and facilitated bug resolutions to optimize software.
- Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
- Met project scope and delivery dates by planning optimal testing schedules.
- Created and optimized automated testing tools for repetitive tasks.
- Produced test scripts for new automated software testing rounds.
- Created and maintained database of common and known testing defects.
- Documented, triaged, and managed defects in software and worked with developers to facilitate timely resolutions.
- Wrote and updated manual test cases for team use, maintaining optimal organization for maximum productivity.
- Participated in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems.
- Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
- Completed unit and regression tests on software and individual modules.
- Maintained quality assurance procedure documentation.
- Simulated software production environments to allow for enhanced testing.
- Conducted root cause analysis to investigate the source of problems in production process.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
- Provided thorough documentation on all quality control activities and results.
- Collaborated with cross-functional teams to develop and implement process improvements.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Maintained records of inspection results, test data, and other relevant information.
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Assisted in the development of Quality Assurance procedures and protocols.
- Implemented corrective actions when necessary to improve overall product quality.
Subject Matter Expert
i-Energizer IT Services Private Limited
03.2017 - 07.2019
- Created technical documentation including system diagrams, process flow charts, and white papers.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Created detailed reports on project progress, metrics, and results for stakeholders' review.
- Resolved escalated customer issues in a timely manner while maintaining positive relationships.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Mentored junior staff members on best practices related to product design and implementation strategies.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Identified needs of customers promptly and efficiently.
- Analyzed key performance indicators to identify effective strategies.
- Set specific goals for projects to measure progress and evaluate end results.
- Organized client meetings to provide project updates.
- Monitored operations and reviewed records and metrics to understand company performance.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Implemented strategies to take advantage of new opportunities.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Worked closely with human resources to support employee management and organizational planning.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Analyzed company's expenditures and developed financial models.
- Maintained positive working relationship with fellow staff and management.
- Assessed company operations for compliance with safety standards.
- Determined consumer needs to provide products and services appealing to larger market.
- Audited company's legal documents to verify compliant policies and procedures.
Sr. Executive Customer Service
i-Energizer IT Services Private Limited
01.2012 - 03.2017
- Assisting customers with their queries related to login accounts, purchases issues, Game Cards, Account Hacked and Account Restoration process
- Escalate the Technical issues to the Concerned Teams
- Maintaining the C-Sat score throughout the month.
- Maintaining the AHT as well as achieving monthly targets.
Education
B.com -
University of Delhi
Skills
Gaming platform, scripting, and moderation
- Team management
- Employee scheduling
- Customer relationship management
- Performance analysis
- Training development
- Project management
- Client communication
- Root cause analysis
- Attrition control
- Technical documentation
- Team building
- Client service
- Telemarketing expertise
- Feedback delivery
- Daily workflow improvement
- Service level agreements
- SOP adherence
- Overseeing daily activities
- Analytical thinking
- Goal setting
- Client support
- Expectation setting
- Quality improvement
- Team motivation
- Call center operations
- People management
- Evaluating employee work
- Performance improvement
- Giving constructive feedback
- Work planning
- Leadership
- Coaching and mentoring
- Problem-solving
- Team Check-ins
- Mentoring
- Task delegation
- Coaching
- Key performance indicators
- Relationship building
- Program development
- Performance evaluations
- Workflow management
- Safety
- Complaint resolution
- Loss prevention
- Overtime management
- Safety processes and procedures
- Complex Problem-solving
- Meeting facilitation
- Team supervision
- Teamwork and collaboration
- Customer support software
- Team collaboration tools
- Identity management solutions
- Performance management systems
- Microsoft Office suite
- Conflict resolution
- Time management
- Change management
- Flexible schedule
Languages
- English
- Hindi
Personal Information
- Date of Birth: 05/04/85
- Marital Status: Married
Timeline
Team Leader - Operations
i-Energizer IT Services Private Limited
01.2021 - Current
Quality Analyst
i-Energizer IT Services Private Limited
08.2019 - 12.2020
Subject Matter Expert
i-Energizer IT Services Private Limited
03.2017 - 07.2019
Sr. Executive Customer Service
i-Energizer IT Services Private Limited
01.2012 - 03.2017
B.com -
University of Delhi
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