Summary
Overview
Work History
Education
Skills
Websites
Quora
Projects
Timeline
AccountManager
Ranjit Kumar

Ranjit Kumar

Assistant Manager - Client Operations
Kishtwar Jammu And Kashmir

Summary

To obtain a responsible position in the corporate environment where I can utilise my skills for the benefit of the society and organisation by service it with my honesty, smart deligence and best performance.

Overview

8
8
years of professional experience
16
16
years of post-secondary education

Work History

Assistant Manager - Client Operations

Concentrix Corporation
Gurugram
06.2023 - Current
  • Performance Analysis and Measurement for an entire LOB
  • Ensuring quality and compliance adherence across the process
  • Daily Performance Reporting
  • Creating appropriate coaching plans along with RCAs for the missed targets across the board
  • Driving delivery factors, attendance and calibration sessions.

Lead- Operations

Concentrix Corporation
Gurugram , HARAYANA
11.2020 - 06.2023
  • Performance Analysis and Measurement for Customer Service Associates
  • Maintaining compliance across process
  • Monitoring Quality of Service with deliverables
  • Daily Performance Reports
  • Reviewing all coaching plans and supporting monitoring documents to track of bottom quartile performers
  • Conducting feedback and calibration sessions
  • Understanding about Work Force Management and Delivery Factors
  • Mentoring team members to promote productivity and performance.

Subject Matter Expert

Concentrix Corporation
Gurugram , HARAYANA
08.2018 - 11.2020
  • Providing and helping front line agent to resolve the end user concerns realted to Payments, Trips, and Account related concerns
  • Conducting Audits for BQ advisors to improve their performance
  • Providing feedbacks to front line Customer service advisors on a realtime basis
  • Overseeing newly hire batches and their performance during Nesting period
  • Determining required process improvements to improve overall Customer experience.
  • Identified issues, analyzed information and provided solutions to problems.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.

Customer Service Representative

Concentrix Corporation
Gurugram , Haryana
08.2016 - 08.2018
  • Actively working on live projects being dealt by organisation.
  • Maintaining the Scores on C-Sat, TPH, Online working hours, Quality, Shift adherence metrics
  • Handling Customer interaction by providing best possible resolution available in the resourse via Email and Chat modality

Education

Bachelors Education (B.ed) - General Studies

Kashmir University
Srinagar
07.2015 - 05.2019

Bachelor Of Arts (B.A) - General Studies

Govt Degree College
Doda, Jammu And Kashmir
04.2003 - 05.2015

Skills

Outlook, MS word, MS Excel

Websites

Quora

quora.com/profile/Ranjit-Kumar-7030

Projects

Higher Profile Hiring - Team Handling, 03/2022, 06/2022, 12 Advisors having 1+ year(s) of Non - BPO experience were hired under this project and were aligned along with rest of the team Performance monitoring and trend were shared with leadership against the advisors having experience of 1+ year(s) in BPO Critical observations were collated, basis of which next hiring roadmap was prepared.

C-sat champion Award- project for improvement of Client KPIs (C-Sat) Identifying targeted audience through quartile bifurcation Tracking progress and eliminating hindrances, got successful in keeping the Account at #Rank 1 along with the attainment

Timeline

Assistant Manager - Client Operations

Concentrix Corporation
06.2023 - Current

Lead- Operations

Concentrix Corporation
11.2020 - 06.2023

Subject Matter Expert

Concentrix Corporation
08.2018 - 11.2020

Customer Service Representative

Concentrix Corporation
08.2016 - 08.2018

Bachelors Education (B.ed) - General Studies

Kashmir University
07.2015 - 05.2019

Bachelor Of Arts (B.A) - General Studies

Govt Degree College
04.2003 - 05.2015

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Ranjit Kumar Assistant Manager - Client Operations