Ajay Kumar

Ajay Kumar E-mail-Contact No: - Career Objective • Seeking a position to utilize my skills and abilities in an industry that offers professional growth, while being resourceful, flexible and innovative. Professional Qualification • Diploma in Aviation and Hospitality Management from AIR HOSTESS ACADEMY (AHA) , JAIPUR in-. MBA in HR and Finance from Jaipur National University (Rajasthan) 2015. • Academic Qualifications EXAM / DEGREE YEAR NAME OF INSTITUTE UNIVERSITY/BOARD PERCENTAGE Bachelor Of Arts - Poddar College, Nawalgarh (Raj) Rajasthan University 53.00% 12th Board (Science- Biology) 2003 Rajasthan Board 75.69% 10th Board 2001 Rajasthan Board 71.33% Jhunujhunu Academy Sr. Sec. School, Jhunujhunu Bharat Mata Public School , Parasrampura Work Experience & Responsibilities 1. The Saphire Group Of Facilitators– 1st Feb 2019 till date Designation- Team Leader (Operations) Area of Responsibility: • • • • • Monitored overall functioning activities in Chat Process of Cricket Wireless. Handled the process operational activities & monitoring for ensuring its timely completion Daily Productivity Assessment (Active Login, Documentation & AHT) Provided information to customers regarding current schemes & convincing them to buy product as per their requirements Ensured effective resolution of the escalation from the process with the help of supervisors to maintain good client relationship. • Organised periodically review meetings of the team for the new Updates. • Prepared Risk & Governance reports for senior leadership team and shared weekly and monthly • • • • updates. To Work with Risk and QA teams to track the milestones and get them closed on time. Established quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs, SOPs and Work Processes. Determined training needs of executives and designing/conducting need based training programs to enhance their operational efficiency leading to increased productivity. Maintained the daily dashboard /conduct daily huddles to prioritize for the day, weekly SLA review with the team. Provide guidance and support to the team in order to ensure delivery predictability. 2. HDFC Bank Pvt. Ltd. – 12th March 2018 to 3rd January2019 Designation- Deputy Manager (VRM) Area of Responsibility: • • • • • • • • • • • Worked in Virtual Relationship Management department as a Deputy Manager. Worked on1350 customer's portfolio. called to NHW customers of account opening and making them aware about account features and making them aware of different banking channels and cross selling of products Discussed their B anking needs basis on their transaction history and their requirements. Suggested a better option as per their demand and financial planning. Generated Business for the bank by adding more customers. Generated Income for the bank by selling assets to customers as - every type of loan (Auto loan, Home loan, Personal loan, Investments as FD/RD, Insurance plan, Mutual funds, IPOs, Demat ac counts. Worked to Achieve the business targets assigned in terms of up selling HDFC Bank's Products. Handled customer queries, requests and complaints received via calls, emails. Build up relationship with existing customers and generate business from the mapped customer base and setting up New Client Acquisitions Coordinated with business team, sales team and operation team to ensure superior customer experience. Followed up- Coordinated with internal departments for the closure of the complaint taken. 3. Vodafone Shared Services– 7th November 2016 to Feb 2018 Designation: Executive Area of Responsibility: • Solved Copy Bill related Queries with the Customer over the call and to Send Copy Bills to the Customers as per requests. • Prepared NACs Revert Sheet for iPhones & Other Phone Provided to Vodafone Customers • Proceeded NAC (Network Unlocking Code) & Send it to the Customers Using Mail merge and Bulk Text. • Provided Unlocking Code to the Customers over the Phone as they don’t get their Emails Sometimes. • Taken care of the Process in Absence of Team Leader by handling a team of 10 Members. • Collected the Sheets from the teammates and Collage them to send Onshore Team. • Managed the Rosters for the team as per request. • Possess experience in client interaction, customer support and business development. 4. Infosys BPM Pvt. Ltd – 12th May 2012 to Sep 2015. Designation- Senior Process Executive Area of Responsibility: • • • • • • • • • Worked on behalf of US Bank. Worked with Equity Defect Cure Group in Consumer Lending Department. Handled the Team Of 6 Members sometime in Absence of Team Leader Assigned the Work within the teammates and Prepared the Completed worksheets and deliver the reports to the clients. Attended weekly/QC Calls. Trained new members in the team. Backup for the Sub processes of Consumer Lending Department. Handled workflow management. Single Point of Contact for the Client. Strengths • • • • Keep motivating the teammates. Team Management Skills. Adaptable according to the situation. Positive Attitude to learn new things and ready to accept new work challenges. Personal Details D.O.B Language known Marital status : : : 8th June, 1986 English & Hindi Married