Dhanendra Kumar

Mobile:- E-Mail:-DOB:- Dhanendra Kumar Seeking managerial assignments in Operations / Process Management/ Client servicing with an organization of repute. Experience: Apr 2010 – Till Date Appen Remote Working with Appen Limited as Internet Analyst. Appen Limited is a publicly traded data company listed on the Australian Securities Exchange under the code APX. Appen provides or improves data used for the development of machine learning and artificial intelligence products. Responsibility in the Internet Analyst role • Search Media Evaluation • Social Media Evaluation • Translation • Transcription • Survey and Data Collection • Linguistic Specialties (Text to Speech, Computational, Phonetics, Pronunciation, Annotation, etc.) • Lexicon Annotation and Speech Evaluation Mar 2008 – Aug 2009 IBM - DAKSH Gurgaon Worked with IBM Daksh Business Process Services Pvt. Ltd as Lead & Assistant Manager (Operations). IBM Daksh currently is catering to multiple clients globally, Worked with United Health Group being one of the them as the Leading medical insurance company in the US. Core Responsibilities • • • • • • • • • Span Control including 2 Lead and 4 Internal Quality Auditor involved into the Claim Adjudication process for United Healthcare Lessoning with the clients in US on a daily basis to ensure timely deliverables and update dissemination Ensuring the Quality Standards during the execution and maintaining the SLAs Inventory Control Management and resource balancing Proactively actions on the opportunity areas from both the Clients’ and Site end Defining Portfolio MIS of the teams of number of Claims Processed and CPH monitoring Proactively ensuring the resolutions on any administrative and HR issues of the team members Retention Management Designing and Implementation of R&R for the team Experience Role : Team Lead March 2006 – May 2008 Core Responsibilities • • • • • • • • • • Handling a Team of - 30-35 CROs Maintaining Absenteeism and reducing the Shrinkage on daily basis. Reduced the Attrition while motivating the team . Service level to be maintained above the KPI – 90% Maintaining daily reports and discussing performance. ATT of team to be maintained per the KPI. Complaints to log-in hours of agents need to be at 98% Escalation and call back to be adhered to at 100% level. Team leads to come up with performance improvement program which has a positive impact on the targeted area. Maintained consistent performance in all the parameter Additional Responsibilities • • • • • • • • • • • Ensuring SLA Compliance Resource Balancing Ensure Attrition below 36% ( Actual 3% annually for past 2 yrs ) Participate as required in recruitment process of team Members. Ensuring effective client communication and discussing the achievements and hindering factors, ensuring resolution. Responsible for Process Quality (Operations) Day to Day Client interaction. Part of CMT (Crisis Management Team) for the site. Mentoring new Team leaders regarding usage of different applications. & day to day floor activities. Part of SME/QA/Trainer Selection Committee within the process Part of ECC (Extra Curriculum Committee) to ensure stress relieving activities on the floor. Trainings: • • • • • • • • • Coaching & Feedback Skills Business Etiquette E-mail Etiquette Genesis - Effective Client Interaction Lean HR policies New Manager Orientation Galvanize People Engagement Education: • Honours Diploma in WCC • I.C.S.E. • C.B.S.E. N.I.I.T Rajendra Vidyalaya Vidya Jyoti School - I hereby declare that the above particulars are to the best of my knowledge and beliefs. Dhanendra Kumar