Prem Kumar

Role and Responsibilities.

• Led a high-performing operations team, focusing on continuous improvement and employee development.
• Collaborated with cross-functional teams to achieve shared business objectives and drive company growth.
• Managed key projects from inception to completion, delivering results on time and within budget constraints.
• Identify performance-related issues, develop an action plan for improvement, and implement corrective actions.
• Ensure that the service delivered to our customers meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Schedule and organize team activities.

My journey as a Sr. Associate:

• Handled all discipline tickets.
• I have always met my KPIs.
• I became a top performer many times.
• Provided mentorship to agents.

My journey with the telecommunication process, along with my job role and responsibilities,

• I shadowed clients and prepared all the daily observation reports at the time of client visits, which were sent to Altice Telecommunications (Process).
• Always lead the client's focus group calls.
• I have proved my leadership skills many times whenever required, especially at the time of the merger of two subsidiary companies of Altice.
• Managed the whole floor multiple times in terms of breaks and logins.
• I have trained Waves 4, 5, and 6, along with their trainer. I have trained them with real tools, all the hot queries, and shared my notes with them.
• Provided complete assistance in the nesting for new batches.
• I have taken care of and managed all the required assets on the floor.