NAVEEN KUMAR
Saraswathi Vihar Khora Colony
Summary
Hardworking and results-driven operations professional with over 4 years + Experience in E-KYC Document Verification, CAA inbound Customer Service, and Outbound Survey Calling. Successfully handled And managing large call center teams of 165+ agents, while reporting directly to Senior Managr. Skilled in managing daily performance, improving results, planning staff, and working with different teams. Always met or exceeded SLA targets and ensured smooth and efficient operations.
Overview
4
4
years of professional experience
Work History
Team Leader - Operations
Vision Plus Security Control Pvt. Ltd
Noida
02.2023 - Current
- Managed daily operations, including roster planning, break management, and floor control.
- Maintained Average Call Handling Time (AHT) under 230 seconds and staff drop rate below 8%.
- Led daily team briefings and weekly reviews to monitor shrinkage, attrition, and ensure smooth operations.
- Identified training needs (TNI) and coordinated with the L&D team for refresher sessions and onboarding.
- Created and maintained dashboards, scorecards, escalation trackers, and campaign-level reports.
- Daily/Monthly Performance Reports and Dashboards.
- Escalation RCA Reports.
- Shrinkage and Attrition Dashboards.
Backend Executive
Vision Plus Security Control Pvt. Ltd
Noida
05.2022 - 02.2023
- Verified customer documents for new BSNL connections as per guidelines.
- Performed e-KYC using Aadhaar-based tools.
- Processed and activated new connections post-validation.
- Maintained verified records and audit-ready system entries.
- Resolved data discrepancies in coordination with frontend teams.
- Escalated suspicious or incomplete KYC cases.
- Met daily targets while ensuring compliance and quality.
Backend Executive
Aerial Telecom Solutions Pvt. Ltd
Noida
07.2021 - 03.2022
- Verified customer KYC documents (VI – Voda and Idea) as per company and regulatory guidelines.
- Performed Aadhaar-based e-KYC validation for new connections.
- Processed and activated customer connections after successful document verification.
- Maintained accurate records, and ensured audit readiness of customer data.
- Identified and escalated incomplete, suspicious, or fraudulent KYC cases.
- Coordinated with frontend and customer-facing teams to resolve discrepancies.
- Met daily and weekly targets while ensuring compliance, accuracy, and quality standards.
Education
Bachelor of Arts (B.A.) -
Subharti University
01-2025
12th & 10th -
CBSE Board
01-2021
Skills
- Call Center Operations Management
- Performance reporting
- Problem resolution
- Relationship building
- Performance Metrics
- Workforce planning
- Team Leadership & Coaching
- CRM Tools
- Data management
- Roster planning
- Leadership skills
- Microsoft Excel
- Team performance data analysis
- Employee performance reviews
- Team target forecasting
- KPI management
- Data analytics
Technical Skills & Tools
- Dialer Software: Contaque NGUCC, Avyukta Intellicall
- CRM Tools: CUCMS :- BSNL CRM
- Productivity Tools: MS Excel, MS PowerPoint, MS Paint
Languages
- Hindi
- English
Personal Information
- Address :- Saraswathi Vihar, Khora Colony, Sector 62A, Noida, Uttar Pradesh :- 201301
- Date of Birth :- 12-Feb-2001
- Marital Status :- Unmarried
- Gender :- Male
Timeline
Team Leader - Operations
Vision Plus Security Control Pvt. Ltd
02.2023 - Current
Backend Executive
Vision Plus Security Control Pvt. Ltd
05.2022 - 02.2023
Backend Executive
Aerial Telecom Solutions Pvt. Ltd
07.2021 - 03.2022
Bachelor of Arts (B.A.) -
Subharti University
12th & 10th -
CBSE Board
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