Ram Kishor
Assistant General Manager
Mumbai
Summary
Dynamic A+ Qualified Professional with a robust background in diverse industries, including telecom, banking, travel, and government emergency response systems. Expertise in proactive planning and the adoption of emerging trends to meet industry demands, driving organizational objectives and profitability. Proven ability to enhance customer relationship management through exceptional interpersonal and analytical skills while setting quality standards that ensure superior customer experiences. Committed to operational excellence by leading teams, identifying training needs, and implementing process improvement strategies to maximize efficiency and productivity.
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Assistant General Manager
Vodafone Idea Limited
07.2023 - Current
- Supervised service partner activities catering to high-value customers.
- Ensured customer satisfaction by resolving issues from start to finish.
- Facilitated swift closure of customer concerns by working closely with Corporate and circle teams.
- Evaluated partner and vendor performance based on established KPIs.
- Represented partner in all forums as quality and training point of contact.
- Enhanced customer journey through digital solutions.
- Provided recommendations to decrease volume by boosting digital penetration through guided deflections.
- Managed processes to uphold contract integrity.
- Enhanced customer satisfaction through targeted strategies to elevate Net Promoter Scores.
- Directed projects aimed at minimizing customer effort and maximizing satisfaction.
Senior Manager Quality and Compliance
Girnar - An Entity of Car Dekho Group
12.2021 - 07.2023
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
Quality Manager
Tech Mahindra
01.2017 - 01.2021
- Ensured qualitative deliverables aligned with desired SLA across government projects and BFSI businesses.
- Collaborated on initiatives to enhance performance.
- Established quality standards for new business operations.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Improved quality processes for increased efficiency and effectiveness.
- Drove process standardization by creating and implementing SOPs, resulting in increased efficiency and reduced deviations.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
Senior Manager Quality and Training
Cogent E-Services Limited
01.2017 - 01.2017
- Managed the Quality and Training functions for DTH business.
- Managed strategies to improve metrics for quality and training.
- Facilitated WBR, MBR, and QBR meetings with senior stakeholders and clients.
- Worked alongside clients and external partners to improve customer satisfaction.
- Developed SOPs and KRAs for team.
Manager Quality
Aegis Limited
01.2015 - 01.2017
- Oversaw quality for Tata Tele Services, Punjab National Bank, and ICICI Bank with a span of over 900 FTEs.
- Supervised workflow and deliverables of AMs, Leads, and QAs.
AM- Quality and Training
Serco BPO
01.2012 - 01.2015
- Served as Quality SPOC for Serco's internal customers and clients at TTSL, Agra center and Gets Foundation, Patna.
- Directed team of 2 QTLs, 20 QAs, and 7 trainers in quality and training management.
Senior Quality Analyst
Tech Mahindra Limited
01.2009 - 01.2012
- Monitored calls and provided feedback to enhance process efficiency.
Quality Auditor
Spice Bpo
01.2006 - 01.2009
- Monitoring calls and providing effective feedback for end to end improvement
Education
BHM - undefined
Institute of Hotel Management (IHM)
01.2005
Skills
Quality Management
Certification
ISO QMS 9001:2015
About me
A result oriented professional with 17 years of experience in Quality, Process Enhancement, CRM and Vendor Management. Adept in providing suggestions and solutions to improve quality of services by deploying industry standard quality framework.
Timeline
Assistant General Manager
Vodafone Idea Limited
07.2023 - Current
Senior Manager Quality and Compliance
Girnar - An Entity of Car Dekho Group
12.2021 - 07.2023
Quality Manager
Tech Mahindra
01.2017 - 01.2021
Senior Manager Quality and Training
Cogent E-Services Limited
01.2017 - 01.2017
Manager Quality
Aegis Limited
01.2015 - 01.2017
AM- Quality and Training
Serco BPO
01.2012 - 01.2015
Senior Quality Analyst
Tech Mahindra Limited
01.2009 - 01.2012
Quality Auditor
Spice Bpo
01.2006 - 01.2009
BHM - undefined
Institute of Hotel Management (IHM)
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