RESUME

NAME: ASHWANI KUMAR ADDRESS:- 1797 Parsadi Gali Kotla Mubarak Pur New Delhi 110003

CONTACT NUMBER. +91-9873493179 E-MAIL: rononsingh@gmail.com

WORK EXPERIENCE; Working with Exl.service.com since June 02 2011 till Present - got promoted as SME in DEC: - 2012 Responsibility: - Handling outbound and inbound first party soft collection calls For UK based utility customers for British gas,

Key Role; helping customers secure their debt and future bills, helping them to Understand the bills and monthly and quarterly usage, helping them to provide Best arrangements to pay their bills and debt,

Responsibility as a SME;Managing the performance of the new hires and helping them to understand, the KPI

how to maintain the performance, responsible for coaching and development of the new hires, Giving glide path targets to the below quartile new hires and ensuring that they meet the targets, managing the leaves of the new hire team, giving them how plan their leaves, providing One to One sessions for

new hires on their improvement and there weekly scores, identifying the training and needs of the new hires and developing them accordingly,coordinating with the work force management team and managing the required resources providing trainings to new hires and old employees on mass training, keeping each executives updated on their process knowledge, taking escalation calls from client and customers, preparing new hires to graduate from nesting to BAU teams, as per process and business requirement, helping new hires on their real time queries and Escalation, handled new hire team of 12-14 taking care of end to end process as managing their incentives working o0n down time, coaching and feedback arranging sessions with management and line HR, helping them on their leaves management, Ad-Hoc- Dialer Management; Managing breaks for new hire and meeting process requirement of head counts as per

client and business requirement,

Managed BAU team of 18 to 20 executives managing the performance of the executives of the entire team, responsible for coaching and development of the executivesResponsible for adhering to the Quality Metrics of each individual of the team.Ensuring that the monthly targets, process KPIs and SLAs are being met;

Taking initiatives and working on insights for process development, had gone through with other ad-hoc projects to help process and brining dead account into life, derived new sub-process to back office team ensuring customers account being managed carefully,

Worked with FIDELITY INFORMATION SERVICE since 1st December 2008 TillMarch 2010 As a Sr. team memberin Inbound Up-Selling Process;

Responsibility: - Pure customer Service for wireless and land line users Providing end to end solution and helping to understand there Bills and internet usage, helping on troubleshooting steps with customer On their phones and internet connection, With Expert Serve Solution sinceJan 2008till Nov 2008 As a Sr. Customer Service Associate;

Responsibility: - Handling sales and query Inbound calls, for wireless connection for US Based customer helping them on their bills and tracking new orders, and device malfunctioning,

Worked with Dreamz Center as a campaign Coordinator for 1 year, 4 month Sept 06- DEC -07; Responsibility: - Handling Outbound sales calls for us based customer selling holiday packages and Helping them on their hotel and flight reservation ACADEMICS QUALIFICATION;

Completed 10+2 in year 2004 Completed 10th in year 2002

Technical Qualifications:Windows 2000(full package), Operating System, C programming, Linux;

Language known: English, Hindi, Bengali;

Hobbies:Watching and playing Football .

Date: Ashwani Kumar

PLACE: NEW DELHI