Summary
Overview
Work History
Education
Skills
Software
Additional Information
Work Availability
Timeline
Hi, I’m

Puneet Kumar

Senior Service Manager
Noida,Uttar Pradesh

Summary

Seasoned Service Manager with18+ years of experience in Customer Excellence, Business Process Transformation, Team Management and Quality Improvement. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.

Overview

19
years of professional experience
2
Languages

Work History

Wipro Limited
Noida

Senior Service Manager - Operational & Process Exc
11.2015 - Current

Job overview

  • Hands-on experience in end-to-end Service Delivery and operations Management with success in leading large teams.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Proficiency in managing operations in compliance.
  • Expertise in decision-making and change management at all levels and supporting the implementation of new operational processes, performance management systems, and changes in culture required to deliver maximum value.
  • Motivational manager, takes great responsibility for colleague engagement activities at business level.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed on job trainings.
  • Responsible for BCP planning and disaster recovery at a location level.

Fidelity National Information Services
Gurgaon

Team Leader
12.2005 - 11.2015

Job overview

  • Training & motivating a large workforce in customer support for accomplishing greater operational per SLAs & work processes.
  • Developing technology-based solutions for enhancing functional efficiency and achieving business excellence and managing risks and planning for contingencies to ensure minimal effect on deliverables.
  • Driving end-to-end management of projects including Change Management, Risk analysis, tracking progress and so on for maximizing customer satisfaction levels using Lean and Six Sigma Methodology.
  • Ensuring proactive and effective stakeholder engagement and communication across all levels of an organization.
  • Responding to changing business requirements and use skills to support other areas of strategy if required.
  • Identifying process improvements, tracking performance & trends and facilitating culture of process transformation & continuous process improvement.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Bharti Televentures
Gurgaon

Customer Support Executive
12.2004 - 11.2005

Job overview

  • Listened to customers' questions and concerns to provide answers or responses.
  • Built strong relationships with the operations team to support business development opportunities and improve service.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Bridged the gap between client requirement & delivery to ensure value-driven product development of high-quality solutions using the latest service management tools
  • Acted as SPOC with Service Delivery team; used the latest service management tools, techniques & trends to deliver services
  • Managed incidents where service delivery does not match the highest standards
  • Conducted root cause analysis to find out what is not working and provided solution.


Education

Delhi University
Delhi

Bachelor of Arts
03.2003 - 2006.03

University Overview

MBA
Amity University

MBA from Operations Management
03.2010 - 2014.03

University Overview

Skills

    Operations Management

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Software

Experience of working on ALIS (Genesys), Service Connect, Oracle Service Cloud, TBA & CSPro

Packages: MS Office (Word, PowerPoint, Excel), Internet Applications

Additional Information

Additional Information

Date of Birth: 27th November 1984

Address: Arihant Arden, Sector - 1, Greater Noida West, Noida, UP

Availability
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Timeline

Senior Service Manager - Operational & Process Exc
Wipro Limited
11.2015 - Current
MBA
MBA from Operations Management
03.2010 - 2014.03
Team Leader
Fidelity National Information Services
12.2005 - 11.2015
Customer Support Executive
Bharti Televentures
12.2004 - 11.2005
Delhi University
Bachelor of Arts
03.2003 - 2006.03

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Puneet KumarSenior Service Manager