Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Mukesh Kumar Jha

Mukesh Kumar Jha

Team Lead Operation
New Delhi

Summary

Highly skilled Team Lead with a proven track record of 11 years in diverse industries, specializing in Operations. Recognized for consistently delivering exceptional results, resolving complex challenges, and enhancing customer satisfaction. Possesses exceptional analytical, management, communication skills, along with expertise in team handling, people management, problem solving, and decision-making. Additionally, certified as a B1 Spanish Language Expert, adding a valuable linguistic asset to cross-cultural environments.

Overview

12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certification
1
1
Language

Work History

Team Leader

Accenture
Gurgaon
11.2019 - Current
  • People Management - Performance Management, Growth identification, retention
  • Mentored and guided employees to foster proper completion of assigned duties
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Daily, Weekly & Monthly publishing of reports
  • NPS & REP driven chat support
  • Organize resources, set goals and carry out strategy from executive and client on day-to-day basis
  • Performing detailed RCAs & Feedback Coaching
  • 3 *3 Reports, Control Chart preparation
  • Monitor and document work schedule of staff and absences

Team Leader

MattsenKumar
Gurgaon
10.2016 - 10.2019
  • Was managing a team associated with e-commerce industry (Flipkart) wherein key responsibility was to manage entire catalogue management for Electronics and Large Appliances
  • TAT and Quality driven environment
  • Responsible for end to end process of a catalogue for Flipkart
  • Monitoring daily, weekly & monthly catalogue completion and maintaining QA score above threshold
  • Part of hiring process (Spanish & English Resources)
  • Performing RCA and CAPA
  • Planning of daily and monthly revenue of LOB/Process
  • Responsible for roster, revenue, headcount, attrition management
  • People Management
  • Daily Operational KRAs management
  • Coaching/Feedback sessions with team members around their current performance, utilization and performance improvement
  • Organize resources, set goals and carry out strategy to achieve the desired result. Establish & manage relationship with Client
  • Operational Decks Presentations

Team Leader

MattsenKumar
Gurgaon
05.2014 - 10.2016
  • Associated with Quality Ops Process with Operation Key Metrics
  • Handle a team of quality auditors
  • Weekly calibrations with Quality, Ops and Client
  • Client escalation analysis
  • Planning of daily and monthly revenue of LOB/Process
  • Responsible for roster, revenue, headcount, attrition management
  • People Management
  • Daily Operational KRAs management
  • Coaching/Feedback sessions with team members around their current performance, utilization and performance improvement
  • Yearly Appraisal discussion
  • Operational Decks Presentations

Quality Intelligence Executive

HYPERQUALITY
Gurgaon
04.2013 - 05.2014
  • Quality Audit for a team of 15 members for Non Tech domain in Spanish and English
  • Drive continuous performance improvement for business results
  • Escalation Analysis with thorough RCA and CAPA
  • Responsible to ensure even distribution of audits for every team members
  • Responsible for maintain and publishing the QA Reports
  • Provide real time feedback and discuss all the areas of opportunities
  • Weekly PKT & Internal Calibration
  • Preparing WBR, and review with stakeholders
  • Performed root cause analysis to identify and resolve quality issues and defects
  • Conducted risk assessments to identify and mitigate potential quality issues

Spanish Quality Auditor

HYPERQUALITY
Gurgaon
10.2011 - 04.2013
  • Evaluating recorded calls(English/Spanish) for for different domains (Travel, Telecommunication)
  • Actively participate and lead in weekly client calibration, minimize variances and improve quality
  • Resolving escalations and reverting to client
  • Mentor to new hires
  • Responsible to analyze and improve quality deliverables
  • Help Ops and CS lead in maintaining several process specific reports

Education

Bachelor of Commerce -

IGNOU
06.2005 - 05.2009

Skills

Skillsundefined

Accomplishments

  • 12th: Maths And Science
  • Bihar Intermediate Examination Board - Bihar10th
  • Bihar Secondary Examination Board - Bihar
  • Additional Information
  • Continuous participation in organization's sports and employee engagement committees to successfully organize and implement various company events
  • UTILIZATION PROJECT – Undertaken in MATTSEN KUMAR SERVICES PVT LTD, targeted towardsimproving the efficiency and utilization of employees
  • Facebook – Bringing and branding Mattsenkumar Pvt Ltd on Facebook & other Social media platforms (LinkedIn & Twitter)
  • Spanish Club – Founder and facilitator of Spanish club within organization
  • Integral part of MK Creative Energy – a committee which organizes all the events
  • Official Photographer of the enterprise

Certification

Level B1 Spanish Language

Timeline

Team Leader

Accenture
11.2019 - Current

Team Leader

MattsenKumar
10.2016 - 10.2019

Team Leader

MattsenKumar
05.2014 - 10.2016

Quality Intelligence Executive

HYPERQUALITY
04.2013 - 05.2014

Spanish Quality Auditor

HYPERQUALITY
10.2011 - 04.2013

Bachelor of Commerce -

IGNOU
06.2005 - 05.2009
Mukesh Kumar JhaTeam Lead Operation