Parshant Kumar

PARSHANT KUMAR ITES/BPO/KPO CUSTOMER SERVICE/BACK END OPERATIONS Profile Dynamic customer support BPO/KPO career reflecting pioneering experience and exceptional performance. Remain on cutting edge driving new business opportunities through key accounts and establishing strategic client partnership Expert in customer support and driving customer satisfaction by ensuring quality metrics being driven and met consistently Outstanding success in building and maintaining relationships with key clients and driving new business opportunities Exceptionally well organised with a track record that demonstrates self motivation, creativity and initiative to achieve both personal and organisational goals Honors & Awards Best Manager - Tech Mahindra (2009) Best Manager Award is given to Managers for providing outstanding contribution to achieve business objective. Received this award within 3 months of joining Tech Mahindra for operational excellence. Professional Experience (Oct 2003 Onwards) Concentrix Manager- Operations June 2016- Dec 2017 Played a key role in setting up Jio customer service and scaling it upto 2000+ seats. Moved to Airline Client and streamlined the business. Played a key role in bringing operational excellence to business by bringing down Executive Escalations and also setting up a specialized desk for better customer experience. Handled a span of 200+ associates with 8 AM’s. Responsible for end to end delivery to client. Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions. Play a significant role in long-term planning, including an initiative geared toward operational excellence. Oversee overall financial management, planning, systems and controls. GoBazaar.com Manager- Customer Services (Onsite) Jan 2016 –June 2016 Setting up customer service for ecommerce startup- www.gobazaar.com Managing vendor site operations for GoBazaar.com and Karbon Assist in oversight of our Outsource partner vendors. Work with Onsite Managers, and directly with partners to research and resolve any process issues and customer complaints as the need arises.  Proactively seek ways to increase empowerment levels and develop enhancements to processes and the extranet in order to increase the level of support that partners can provide to our customers. Handling escalations and providing resolution to customers and ensuring a positive customer experience for the customers. Pracheen Crafting Hands Pvt. Ltd. Director & Co-Founder Dec 2012 –Dec 2015 Aimed at setting up export oriented business for handicrafts, Pracheen Crafting Hands explores Online Retail platform as an authentic retail outlet of high value Indian handicrafts and exclusive household designer products. Identify and source from artisans (direct sourcing) Work with sales fulfillment partner (major global e commerce player) Find new markets for growth (as of now limited to only US & European market) Work with Pricing team to provide better/meaningful prices to end customers Ensure that artisans are also recognized for their art Agilyst Consulting Pvt Ltd Process Manager (Operations) May 2010 - Nov 2012 Transitioned 3 Pilot Processes: ATR Outbound Calling Live Chat Process ATR Auditing Responsible for building/running an operations team consist of people with strong communication and analytical skills. Responsible for end to end execution of multiple projects and revenue generations through timely fulfillment. Creating/Strengthening processes for efficient gathering and dissemination of information. Setting and Maintaining standards, Adherence to Service level agreements (SLAs) and driving efficiency. Possess strong & effective communication skills and ability to manage operational/administrative & HR issues besides Operational workload. Effectively managed escalations of complex problems. Engaging with sales team and & clients providing them solution to the requirement. Tech Mahindra Team Leader (Operations) April 2009 - May 2010 Handling Bell Canada High Speed Connectivity process with a team size of 35 Agents Meeting client KPI parameters on time and ensuring that the workload is met in an efficient way. Worked on outlier management and brought in changes within the process. Team Schedule / Roster Management. Auditing and Quality conformance with COPC Guidelines. Wipro BPO (Dell project) Resolution Specialist June 2004 - June 2006 Responsible for providing Technical Support – Managing a Team of TSA’s, managing the queue, CPM’s as well as ensuring adherence to quality and other CPM’s for Dell Consumer Hardware Warranty Support segment. Assisted Area Manager in handling an Alignment of 80+ Agents. Member of Dell Executive Escalation Specialist Team – Provide advanced support to Customers in resolving their issues and ensuring customer satisfaction. Resolution Specialist Academy – selection, training, appraisal of Resolution Specialists in Dell Voice (Portables) Communicate regularly with Client – Dell Computers on important hardware / software updates as a part of L3 Technical team and discussion on urgent issues. Match and manage schedule adherence. Backstop support for resolving complex troubleshooting issues, and customer Escalations, within the framework of Dell Policy and Procedures. Team Schedule / Roster Management Auditing and Quality conformance with COPC Guidelines. Taking Escalations for agents. Training agents and assisting Team leaders in TNI for the agents. Training outliers and handling Outlier Teams and analysing their performance through innovative measures. Wipro BPO Ltd. (Dell project) Technical Support Associate October 2003 - June 2004 Provide voice based Technical Support as first point of contact for customers with Laptops, Operating systems and Network application issues, handling inbound as well as outbound calls, ensuring effective delivery of technical service to US based customers. Provide timely response to Customer issues, using resources to accurately diagnose, troubleshoot and repair customers computer system. Active support problem resolution by: answering customer calls in a timely manner, identifying and resolving issues affecting customers computer system. Take proactive role in Technical Support Call avoidance. Maintain/enhance technical skill levels. Maintain Customer database to ensure customer information is updated and accurate, Provide first time resolution to customers. Ranbaxy Laboratories Ltd. Assisted the organisation by providing data on various projects undertaken Organisational Structure at Ranbaxy Laboratories Ltd., Poanta Sahib - Studying the Organisational structure to understand the hierarchy of reporting and assigning of authority and responsibility at each level. Absenteeism Pattern at Ranbaxy Laboratories Ltd., Poanta Sahib - Study the absenteeism pattern in the organisation and provide means and measures to control Unauthorised and Authorised absenteeism for better man Management. Analysis of Training and Development Needs at Ranbaxy Laboratories Ltd., Poanta Sahib - Analysing and studying the Training Needs of the employees in the Organisation and helping the organisation in Training Need Identification of the employees. Projects Process Transition- Service Call Reduction– Cox Communication- Northern Virginia, US April 2011 Travel to Northern Virginia, USA Key Team Member for Transition Analysis for the awarded businesses Visited Customer Care Center and gathered knowledge. Visited Field Services and gathered knowledge. Had knowledge sharing sessions with various teams and account manager. Transitioned the project to our location in India. Setup the process flows, knowledge base and all training documentation. Conducted training for the team hired for launch of process. Worked on software needs, data sharing and flow of data feed too and flow from the client. Shared the portal requirements with the software team. Got to full production 2 weeks ahead of planned schedule. Process Transition- Live Chat Support Comcast, US November 2010 Handled the transitioning of the Pilot Process. Launched the process within one hour of intimation. Setup the training needs and documentation. Delivered to client on all parameters. The project is currently running successfully and scaling up-to 200 FTE's. Pilot Launch- Outbound Technical Support Comcast, US July 2010 Started the pilot outbound technical troubleshooting process. The process was an initiative to provide additional ROI to the client by troubleshooting and canceling Avoidable Truck Rolls. Setup the outbound calling procedures, script, quality auditing process. Setup the knowledge base for troubleshooting various issues. The process is currently running successfully and scaling up-to 100 FTE's. Visa Valid US Visa Qualifications Bachelors in Business Administration (BBA) from Kurukshetra University Advanced Diploma in Software Engineering (ADSE (H)), Aptech Computer Education Senior School Certificate Examination (12th Board) G.N.M.P School, Poanta Sahib (Medical stream) Secondary School Examination (10th Board), Y.P.S Patiala Personal Date of Birth29th May, 1979 Fathers Name Mr. Vinod Kumar LanguagesEnglish, Hindi, Punjabi InterestsSwimming, Travelling, Horse Riding, Yoga, Reading Phone No- Present AddressChandigarh, India-