Praveen Kumar

High level of self-motivation and attention to details. Professionally committed towards the accomplishment of the company's desired objectives within the specified deadline. Seeking to develop a career in a challenging environment where earned experiences and skills can be utilized to the maximum. Have better conceptual skills to solve problems and identify opportunities towards the achievement of goals towards an organization or group. Ability to transform ideas into words and actions; credibility among colleagues, peers, and subordinates; listening and asking questions; presentation skills and spoken format; presentation skills; written and graphic formats. Interpersonal skills include coaching and mentoring, diversity, and working with diverse people and cultures. Networking within the organization, networking outside the organization, and working in teams.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.

Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.

• Have done successful project called 'Garuda' to fix revenue leakage & implemented PAN India.
• Member for ISO & Compliance group for the process.
• Rated as one of the top ten VOE scorers in the enterprise wide VOE 2009 scores!
• Consistent Team performer & had won Summit award in 2012.
• Managing service recovery desk & the same is number one in PAN India among all partners.
• Managing Gold segment clients & have been showing outstanding performance month on month.
• Top In repeat KPI for consistent one year & have drastic reduction in repeat callers by creating new help file & simplifying the associates work.
• Topper every month on month.

• 10, Teleperformance Global services Pvt Ltd, Hyderabad, Telangana, 06/2022 - 01/2024, Senior Manager Operations, Flipkart, Handled 8LOB inbound, Outbound, Live Chat, What's App, Social Media, Email, E-Commerce & Escalation desk, Handling team span of 750 agents with 8 AM & 37 team leaders., Strategically leading Operations towards improvement and execution of processes to support the complete customer journey, Managed 750+ Full-Time Employees (FTEs) across multiple locations in India entailing TLs, AMs & Operations Managers, Handled Customer experience for all programs across all the line of business on all channels, Inbound, Outbound, E-Commerce, Chat, Email and Voice, to review lifecycle of the process, work and execute strategic & technical changes in the program to deliver customer experience and enable reduction of Customer complaints, Ensuring key KPI delivery across in all the line of business as per client expectation, Responsible for achieving operational efficiency of processes & maintaining cordial relations with other/cross departments to enhance performance, Supervise and/or conduct cross-trains and up-trains at the request of Client Services, Work closely with Human Resources and Talent Acquisition team to lead team with integrity and establish and maintain a trusting, Communicate system and business process gaps with client for smooth operations function at front line and development of service deliveries, Partner with Clients - Process mapping, Key Performance Metric, Process recommendation/Suggestion and capacity requirements, Analyzing daily revenue dashboard & making plan to maximize profitability, executes plan for cost efficiency metrics to increase revenue along with reward metrics for maximum revenue generation, Part of Lean Six Sigma & DMAIC Projects: Management by Facts & AIM (All Ideas Matter) quick hit process improvements, Designing different scheme in case of any process requirement i.e. OT, WO pay-out etc. for maximum revenue generation, People Engagement - Focus group / Open House / Skip level / HOD Connect for ground connect to control on attrition, shrinkage & team growth, Reviewing team on daily/weekly/monthly basis & setting goals & expectations towards the process target, manage day to day specific operations including manpower requirement/availability, Partners with global process owners (advises and supports), site leaders in identifying, defining, and executing various process improvement projects, best practice sharing
• 9, Q Conneqt business solutions Pvt Ltd, 04/2021 - 04/2022, Operations Manager, Titan, Handled 8LOB inbound, Outbound, Live Chat, What's App, Social Media, Email, Helios & Escalation desk, Handling team span of 130 agents with 1 AM & 7 team leaders., Manage manpower availability throughout the shift. Manage performance of team & make sure they achieve their Targets. Assign tasks to Team Members. Implement new strategy plans to ensure there is no impact on P&L (Revenue)., Monitor sales and apply new strategy for improving the efficacy of sales., Approach learning and development team for refreshers if applicable to improvise the sales., Interacting with clients through mails & call if required., Ensure the project specifications are calibrated within FLMs & drive performance., Overlooking rosters & approving, planning & forecasting as per volume trends., Closely monitor reports & validate the same to ensure the quality is 100%., Conduct timely review & follow up with defaulters to ensure desired goals are achieved., Review performance hourly, to ensure the deliveries are achieved on time., Closely monitor sales (MI credit, Mobile link) and ensure targets are met., Plan employee engagement calendar & ensure the employee engagement is done, inorder to ensure attritions are low., Conduct HOD meetings in order to discuss and understand the challenges & complaints from all departments such as admin, transport, HR, Facility, security etc to ensure there is no deviation on policy., Conduct connect meeting with employees & resolve their issues. This is to ensure there is employee satisfaction & there are no mind, blocks which may lead to attrition., Interact with clients & ensure their expectations are met. Have weekly call with them basis the performance., Take action on employee who had violated policy / with behavioral issues as per the scenario / incident.
• 8, 1Point1 solutions Pvt Ltd, 10/30/2019 - 11/03/2020, Operations Manager, Xiaomi, Handled 3 LOB inbound, Outbound & Escalation desk, Handling team span of 170 agents with 2 AMs & 9 team leaders., Manage manpower availability throughout the shift. Manage performance of the team & make sure they achieve their Targets. Assign tasks to Team Members. Implement new strategy plans to ensure there is no impact on P&L (Revenue)., Monitor sales and apply new strategy for improving the efficacy of sales., Approach learning and development team for refreshers if applicable to improvise the sales., Interacting with clients through mails & call if required., Ensure the project specifications are calibrated within FLMs & drive performance., Overlooking rosters & approving, planning & forecasting as per volume trends., Closely monitor reports & validate the same to ensure the quality is 100%., Conduct timely review & follow up with defaulters to ensure desired goals are achieved., Review performance hourly, to ensure the deliveries are achieved on time., Closely monitor sales (MI credit, Mobile link) and ensure targets are met.Plan employee engagement calendar & ensure the employee engagement is done, inorder to ensure attritions are low., Conduct HOD meetings in order to discuss and understand the challenges & complaints from all departments such as admin, transport, HR, Facility, security etc to ensure there is no deviation on policy., Conduct connect meeting with employees & resolve their issues. This is to ensure there is employee satisfaction & there are no mind blocks which may lead to attrition., Interact with clients & ensure their expectations are met. Have weekly call with them basis performance., Take action on employee who had violated policy / with behavioral issues as per the incident / Scenario
• 7, Cogent-e-services Pvt Ltd, 05/27/2019 - 09/28/2019, Operations Manager, Vodafone & Idea, Handling team span of 130 agents with 1 AMs & 6 team leaders., Manage manpower availability throughout the shift. Manage performance of the team & make sure they achieve their Targets. Assign tasks to Team Members., Ensure contact, connect & retention % is achieved as per the set targets., Closely monitor sales & ensure targets are met., Interacting with clients through mails & call if required., Ensure the project specifications are calibrated within FLMs & drive performance., Overlooking rosters & approving, planning & forecasting as per volume trends., Closely monitor reports & validate the same to ensure the quality is 100%., Conduct timely review & follow up with defaulters to ensure desired goals are achieved., Review performance hourly, to ensure the deliveries are achieved on time., Plan employee engagement calendar & ensure the employee engagement is done, in order to ensure attritions are low., Conduct HOD meetings in order to discuss and understand the challenges & complaints from all departments such as admin, transport, HR, Facility, security etc to ensure there is no deviation on policy., Conduct connect meeting with employees & resolve their issues. This is to ensure there is employee satisfaction & there are no mind blocks which may lead to attrition., Interact with clients & ensure their expectations are met. Have weekly call with them basis performance., Take action on employee who had violated policy / with behavioral issues
• 6, Aegis India Pvt Ltd, 05/05/2016 - 05/10/2019, Operations Manager, JIO, Handling team span of 150 agents with 2 AMs & 10 team leaders., Manage manpower availability throughout the shift. Manage performance of the team & make sure they achieve their Targets. Assign tasks to Team Members., Interacting with clients through mails & call if required., Ensure the project specifications are calibrated within FLMs & drive performance., Overlooking rosters & approving, planning & forecasting as per volume trends., Closely monitor reports & validate the same to ensure the quality is 100%., Conduct timely review & follow up with defaulters to ensure desired goals are achieved., Review performance hourly, to ensure the deliveries are achieved on time., Plan employee engagement calendar & ensure the employee engagement is done, in-order to ensure attritions are low., Conduct HOD meetings in order to discuss and understand the challenges & complaints from all departments such as admin, transport, HR, Facility, security etc to ensure there is no deviation on policy., Conduct connect meeting with employees & resolve their issues. This is to ensure there is employee satisfaction & there are no mind blocks which may lead to attrition., Interact with clients & ensure their expectations are met. Have weekly call with them basis performance., Take action on employee who had violated policy / with behavioral issues
• 5, Repucom Media Analysis India Pvt Ltd, 12/22/2014 - 04/19/2016, Assistant Operations Manager, Global leaders in sports media research, Handling UK, South Africa & Middle East Clients., Handling team span of 80 agents with 5 team leaders manage manpower availability throughout the shift. Manage performance of the team & make sure they achieve their Targets., Assign tasks to Team Members., Interacting with clients through mails & call if required., Ensure the project specifications are calibrated within FLMs & drive performance., Overlooking rosters & approving. Building pipeline for the fixtures to be worked., Closely monitor reports & validate the same to ensure the quality is 100%., Conduct timely review & follow up with defaulters to ensure desired goals are achieved., Review performance hourly, to ensure the deliveries are achieved on time., Plan employee engagement calendar & ensure the employee engagement is done, in order to ensure attritions are low., Facilitate HOD meetings in order to discuss and understand the challenges & complaints from all departments such as admin, transport, HR, Facility, security etc to ensure there is no deviation on policy., Conduct connect meeting with employees & resolve their issues. This is to ensure there is employee satisfaction & there are no mind blocks which may lead to attrition., Interact with clients & ensure their expectations are met. Have weekly call with them basis performance.
• 4, First source, 04/08/2013 - 12/13/2014, Assistant Operations Manager, Inbound Customer Service for India's leading Telecom Industry (Vodafone Pre-paid n Mobile internet), Handling MI (Mobile internet desk) & managing prepaid desk., Handling team span of 120 agents with 7 team leaders manage manpower availability throughout the shift. Manage performance of the team & make sure they achieve their Targets. Assign tasks to Team Members., Closely monitor reports of employees to ensure there is no compliance issue or violation of policy. Also to ensure there is no revenue leakage., Conduct timely review & follow up with defaulters to ensure desired goals are achieved., Review & closely monitor on sales, pre to post conversions. Monitor the performance hourly and ensure the revenue targets are green., Review performance hourly & ensure SLA's are met., Plan employee engagement calendar & ensure the employee engagement is done, in-order to ensure attritions are low., Facilitate HOD meetings in order to discuss and understand the challenges & complaints from all departments such as admin, transport, HR, Facility, security etc to ensure there is no deviation on policy., Conduct connect meeting with employees & resolve their issues. This is to ensure there is employee satisfaction & there are no mind blocks which may lead to attrition., Overlooking rosters & getting employee requests approved from manager., Was SPOC for Nodal escalations., Interact with clients & ensure their expectations are met. Have daily call with them basis performance., Sharing root cause analysis with client on SLA missed., Take action on employee who had violated policy / with behavioral issues as per ZTP
• 3, Mphasis, an HP Co, 08/2012 - 03/2013, Assistant Operations Manager, Inbound Customer Service for India's leading Telecom Industry (AIRTEL Bharthi Pre-paid and Post-Paid), Handling SRD (service recovery desk) K&E (knowledge & escalation desk). SPOC for ICE (instant customer engagement) & Manage operations., Handling team span of 150 agents with 7 team leaders manage manpower availability throughout the shift. Manage performance of the team & make sure they achieve their Targets. Assign tasks to Team Members., Guide Team members in improvement of individual performance., Working as 2nd in Command in absence of my Process delivery head. Ensure achievement of Client specified parameters of Service Level. Authorized to send external reports to client. Manage client interaction., Carry out Call monitoring exercises, having one on one coaching sessions - live & remote monitoring on a daily basis with agents and give feedbacks., Preparing daily & monthly agent activity & Performance reports., Conduct Weekly & monthly review with team leaders., Answer Escalated calls. Floor walking to provide assistance, Sending escalation reports & issues on an hourly basis to the clients., Monthly Review meetings with Clients with PPT presentations., Making sure that all agents follow the rules & regulation of the company as per ISO documents., Conducting ISO audit on a weekly basis., Main role - Team Handling, manage man power, reports and Meeting Process SL. Also ensure availability of latest knowledge on Products across the Team.
• 2, Mphasis, an HP Co, 07/2007 - 08/2012, Unit Manager, Obelix, Maintain a good relation with all the customers by assisting them as a customer service Executive as well as by collecting on delinquent accounts., Also responsible for handling the team in the absence of the Ops manager (took team huddles, explained metrics and also monitored progress of other team members)., Mentoring new hires on the floor to bring them up the learning curve., Created an environment of 'Stretch' and 'Best Practice Sharing' by inculcating effective collection techniques, account prioritization., Excellent listening skills; Ability to quickly access situations and resolution possibilities.
• 1, Mphasis, an HP Co, 09/25/2005 - 07/2007, Customer Support Officer, Obelix, Maintain a good relation with all the customers by assisting them as a customer service Executive as well as by collecting on delinquent accounts., Also responsible for handling the team in the absence of the Ops manager (took team huddles, explained metrics and also monitored progress of other team members)., Mentoring new hires on the floor to bring them up the learning curve.

• Date of Birth: 12/07/83
• Gender: Male
• Marital Status: Married

• Chandra Shekar, Sr manager operations, Aegis PVT Ltd, Bangalore, Karnataka, 9986562054
• Krishna Murthy, Sr Operations Manager, REPUCOM, Bangalore, Karnataka, +91 8147565356
• Mohammed Farooq, Operations Manager, First Source India Pvt Ltd, +919886099886
• Renny Thomas, Process delivery head, Mphasis (HP) Company, Puducherry, 99740031697, 8754031697
• Suresh Nair, Sr Manager Operations, Q Conneqt Business Solutions, 9600001203
• Rahul Varun, Director Operations, 9827759380

Traveling has always held a special place in my heart, not just as a means of escaping the mundane routines of everyday life, but as a journey of self-discovery and exploration. One particular travel experience stands out in my memory—a trip that not only took me to new destinations but also deepened my understanding of the world and myself.

One of the most memorable aspects of my journey was the opportunity to immerse myself in the local culture. I found myself wandering through vibrant markets, sampling exotic street food, and engaging in heartfelt conversations with locals eager to share their stories.

Yet, amidst the beauty and wonder of my travels, I also encountered challenges that tested my resilience and adaptability.Perhaps the most profound impact of my travels was the way in which it broadened my perspective on the world. As I stood atop ancient temples gazing out over lush jungles, or watched the sun dip below the horizon from a secluded beach, I realized the vastness and beauty of our planet—and my own place within it. I found myself questioning preconceived notions and embracing new ideas, opening my mind to the endless possibilities that lay beyond the confines of my comfort zone.