Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

NAVEEN KUMAR

Bengaluru

Summary

Experienced IT Professional with a demonstrated history of working in the computer software industry. Strong program and project management professional skilled in Operations Management, Team Building, Management, Continuous Improvement, and Product Development.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Assistant Manager

Wipro
03.2020 - 09.2023
  • Guided a cross-functional team through the end-to-end product life cycle, addressing challenges and providing effective resolutions, contributing to the overall effectiveness of the team.
  • Collaborated with peers and managers to successfully manage Commercial Catalogs for prominent Microsoft businesses, fostering effective communication and resolution of issues.
  • Implemented employee training programs to enhance skills, reduce errors, and provide mentorship, contributing to the overall effectiveness of the team.
  • Prioritized work through regular performance reviews, implemented incentive programs, and provided daily work leadership, resulting in a 25% increase in employee productivity.
  • Exercised independent judgment in leading overall operations, overseeing a team of 15 employees, and continually developing knowledge to understand function, policies, procedures, and compliance requirements.
  • Led the update of the knowledge portal with revised process steps, contributing to the implementation of new or revised processes within the Operations group.
  • Collaborated with the operations team through daily meetings, discussing SLAs, overall team performance, and sharing the latest process enhancements and updates received from clients.
  • Worked with internal operations teams and presented team performance reports to both internal stakeholders and external Microsoft clients, fostering positive relationships with internal customers.

Senior Analyst

Concentrix
01.2018 - 02.2020
  • Successfully resolved customer issues with clarity, courtesy, and straightforwardness, ensuring their needs were met to the highest standard
  • Proactively followed up with customers to ensure their utmost satisfaction, going the extra mile to address any remaining concerns
  • Acted as a Subject Matter Expert (SME), providing valuable assistance and guidance to new trainees, helping them quickly adapt to their roles
  • Demonstrated exceptional chat handling skills, maintaining data integrity, adhering to standard operating procedures (SOPs), and meeting all compliance and quality parameters
  • Recognized for outstanding performance, earning a well-deserved promotion to Tier 2 within just nine months of employment
  • Proactively contributed to process improvement initiatives, providing valuable suggestions and insights to the Operations Manager, fostering continuous enhancement of service quality.

Analyst

Aegis
10.2016 - 11.2017
  • Proficiently managing incoming calls and expertly resolving diverse network related queries, ensuring customers receive prompt and effective assistance
  • Strictly adhering to all quality parameters and maintaining impeccable call flow adherence, delivering a consistently high standard of service to our valued clientele
  • Demonstrating a proactive approach to cross-selling and effectively promoting relevant product offers, further enhancing customer experience and satisfaction.

Education

Mechanical Engineering -

Sai Ram College of Engineering
05.2015

Skills

  • Communication Skills
  • Customer Service
  • Agile Methodologies
  • Project Management
  • Change Management
  • SQL
  • Microsoft Office

Certification

Agile Scrum Certified, https://www.credly.com/badges/49fa7f31-e0cd-4db0-8449-626032e03ad9

Timeline

Assistant Manager

Wipro
03.2020 - 09.2023

Senior Analyst

Concentrix
01.2018 - 02.2020

Analyst

Aegis
10.2016 - 11.2017

Mechanical Engineering -

Sai Ram College of Engineering

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NAVEEN KUMAR