Ujjal Kumar

Specialist

Telesonic Networks Limited

January 2014 to Actually working here

Subject Matter Expert

airtel

February 2011 to January 2014

? ? Spearheaded a team of 15 members and ensured they achieve their targets. ? Ensuring maximum customer satisfaction by providing them service assistance as per the SLA defined and achieving service quality norms. ? Ensuring service to clients as well as to the partners and cultivating relations with clients for obtaining new business. ? Committed towards the assigned job & timely on top priority. Leading, motivating & developing Teams so that they are motivated to meet new business challenges ? Analyzing, preparing & presenting various reports related to process ? Understanding & Prioritizing client needs ? Quick to learn & adopt new concept & technologies. ? Ability to take independent decision and ensure the achievement of the Contact Centre Service Levels/SLAs. ? Monitor the customer complaints on a day-to-day basis and coordinate with the Bharti backend team/field CSG team to facilitate efficient resolution of customer issues.

Sr Officer

Bharti Airtel Limited

April 2007 to November 2010

The main responsibility is to handle customer complaints and requests From Airtel? President?s Office and Bharti Corporate through the Voice Calls and Email and meeting the daily productivity targets. We also provided end to end resolution and complete closure of the case, abiding by the quality parameters and standards so as to achieve 100% result. Ensure customer satisfaction in every transaction.

Quality (Voice Processes)

FINEDGE INDIA Pvt. Ltd

November 2005 to December 2007

Monitoring Calls, Conducting Calibration sessions within the Quality team and ops. Prepare periodic reviews and reports on Quality and implement Process Improvement Projects. Identified the grey areas in the team and conducted team refreshers regarding the same. This helped not only in improving the quality of calls evaluated but the calibration issues within the team as well. Track trending of Attributes (Quality & Business) and arrive into solutions & suggestions in favor of client's business. This has helped the organization to reduce defects in terms of Quality Monitoring.

Bachelor of Business Administration (BBA)

2001 to 2004

10+2

1997 to 1999

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies