Sumit Kumar
New Delhi
Summary
Working with a progressive organization that gives opportunity to apply my Knowledge and Skills, and to be part of a team that dynamically works towards the growth of the organization
Overview
11
11
years of professional experience
Work History
Team Lead Speech Analytic Professional (Voice Quality Analyst)
Ameriprise Financial LLP
02.2018
- Working as a Quality analyst monitoring calls for US and Philippines Contact Centers, for different kind of product groups such as Client Data, Brokerage, RiverSource Annuity & Insurance, Estate Settlement, Money Movement etc
- And send agent’s and/or process related feedback as per set norms and guidelines Monitoring the details of the associates that they follow the 4Cs (Connect, Commit, Confirm, and Contribute) procedure with correct guidelines Delivering primary attention to the most important line items such as call authentication, Call Summarize, Long Hold guidelines and FCR etc
- Collaboration with the Onshore Business Partners and/or Contact Center leaders in US to ensure that we are on the same page concerning the different kind of projects Assist the management in identifying the areas of improvement among the associates through email or verbal discussion Ensure to send reports to the team leaders and the business partners upon completion of the project basis on the monitored calls along with recommendations Preparing different kind of Volume reports to display the negative/positive impact of current issue or change in the process Working on Language assessment project specifically for Off-shore agents and pro BAU – Daily, weekly, Bi-weekly, and monthly reporting Money Movement Case review to ensure the transaction was processed correctly by the processor Application & Tools – Nexidia, Nice Engage, eWorkflow, MS Excel, PowerPoint, Word, Power Bi, and MS Teams
Quality Analyst (AT&T_SOAR)
Convergys India Pvt Ltd Gurgaon
06.2016 - 11.2017
- Working as a Quality analyst monitoring call for US associates and send them feedback as per set norms and guidelines Monitoring the details of the associates that they follow an appropriate procedure with correct guidelines Working with team members to develop and streamline workflow Delivering primary attention to the most important line items such as authentication legal verbiages and checking the sales procedures Conduct regular calibration with the clients in US to ensure that we are on the same page concerning the scoring format Assist the management in identifying the areas of improvement among the associates through email or verbal discussion Ensure to send reports to the supervisor and the clients at the end of the day basis on the monitored calls throughout the day along with some recommendation how the agent can improve their performance
Quality Analyst (ANZ)
Mercer India Pvt. Ltd, Gurgaon
03.2011 - 05.2016
- Processing of different-2 job types of Superannuation funds Backend Transaction Auditing of all the basics and cash flow jobs Production and monitoring as per the decided SLA’S and TAT Handling team of new hires, mentoring them and lead them to their better Performance Responsible for process reporting, dashboard, error discussion and MBR Taking weekly and monthly calibration sessions with processing teams Data Collection and analysis Client interaction for a new transition
Assistant Manager
Shri Ganpati Sweets, Hisar (Haryana)
03.2007 - 02.2011
- Assisting and managing the staff Handling the Cash counter Managing inventory and ordering of ingredients and supplies Maintaining a clean and organized workspace Providing excellent customer service and sales
Education
Bachelor of Arts - History And Political Sci
KUK University
Hisar06-2006
Skills
- Ability to work well under pressure and communicating ideas clearly and effectively
- Good team player with good problem solving and analytical skills
- Strong Team Handling skills
- Self-motivated and ability to learn
- Excellent decision-making skills with a positive approach and “CAN DO” attitude
- Worked on different project in last 3 years with highest quality
- Provided process improvement ideas
- Cross trained in all type of jobs in ANZ
Personal Information
- Date of Birth: 09/28/85
- Marital Status: Married
Languages
- English
- Hindi
Disclaimer
I hereby declare that the above information is correct to best of my knowledge and belief. Any discrepancy in above information is liable to me.
Timeline
Team Lead Speech Analytic Professional (Voice Quality Analyst)
Ameriprise Financial LLP
02.2018
Quality Analyst (AT&T_SOAR)
Convergys India Pvt Ltd Gurgaon
06.2016 - 11.2017
Quality Analyst (ANZ)
Mercer India Pvt. Ltd, Gurgaon
03.2011 - 05.2016
Assistant Manager
Shri Ganpati Sweets, Hisar (Haryana)
03.2007 - 02.2011
Bachelor of Arts - History And Political Sci
KUK University
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