PIYUSH KUMAR
Subject Matter Expert (SME)
New Delhi
Summary
Experienced with resolving customer issues swiftly and efficiently. Utilizes strategic thinking and effective communication to address and mitigate conflicts. Track record of enhancing client satisfaction and maintaining positive relationships.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Resolution Manager
FIS Global Business Solution Pvt.Ltd
09.2023 - Current
- Currently working as Resolution Manager at FIS, in collab with Vodafone UK & Three Network.
- Consistently exceeded KPIs, driving business growth and success.
- Recognized for outstanding service, earning multiple employee awards.
- Collaborated with cross-functional teams to enhance service delivery.
- Utilized data analytics to identify trends and improve service.
- Trained team members, improving overall performance and efficiency.
- Working under British Approvals Board for Telecommunications (BABT), and under Ofcom Regulations to provide a great service experience with Vodafone UK.
- Working as complaint handler and Subject Matter Expert in Operations in order to reduce the escalation rate for business.
- Awarded for 'NPS Star' category to recognize their outstanding achievement and continuous contributions towards the success of FIS (Vodafone) during Q3'2025.
Senior Customer Service Executive
Teleperformance Business Services India Limited
07.2022 - 08.2023
- Implemented feedback loops, enhancing service quality and retention.
- Resolved complex issues, achieving a 95% first-contact resolution rate.
- Collaborated with sales teams to identify upsell opportunities, driving revenue.
- Worked with RBL Bank as Cards Manager as HRO (High-Risk Operations), as process developer and Subject Matter Expert.
- Recognized as 'Employee of the Year' for outstanding service excellence.
- Achieved recognition for outstanding service in quarterly reviews.
- Maintained a positive attitude, fostering a supportive team environment.
Senior Associate Sales Consultant
Policy Bazaar Insurance Broker Pvt Ltd
03.2021 - 06.2022
- Trained and mentored junior sales staff, enhancing team performance by 20%.
- Developed tailored solutions that increased customer satisfaction by 25%.
- Worked with clients in developing various insurance products.
Education
BBA - Marketing & Finance
Pacific Institute of Engineering And Management - PIEM
New Delhi05-2024
Senior Secondary (XII) - CBSE -
GBSSS
Mehrauli (Qutab) New Delhi05-2021
Secondary (X) - CBSE -
S.B.P Vidya Vihar
Katihar, Bihar05-2019
Skills
- Problem Solving
- Analytical Thinking
- Relationship Building
- Accountability
- Microsoft Office
- Decision-Making
- Adaptability & Flexibility
- Active Listening
- Attention to Detail
- Mentoring
- Email Management
- Public Speaking
- Research Skills
- Continuous Learning
- Multitasking
- Negotiation
- Interpersonal Skills
- Document Formatting
- Leadership
- Team Coordination
- Data analysis
- Creativity
Accomplishments
- Awarded for 'NPS Star' for continuous contributions towards the success of FIS.
- Awarded for achieving CSAT & Quality Score above 95%.
- Awarded for FCR Champ during Q3 2025.
Timeline
Resolution Manager
FIS Global Business Solution Pvt.Ltd
09.2023 - Current
Senior Customer Service Executive
Teleperformance Business Services India Limited
07.2022 - 08.2023
Senior Associate Sales Consultant
Policy Bazaar Insurance Broker Pvt Ltd
03.2021 - 06.2022
BBA - Marketing & Finance
Pacific Institute of Engineering And Management - PIEM
Senior Secondary (XII) - CBSE -
GBSSS
Secondary (X) - CBSE -
S.B.P Vidya Vihar