Suresh Kumar

A highly motivated team leader with 5+ years of experience in leading teams to success. Proven track record of delivering projects on time and within budget while driving employee engagement and productivity. Possesses strong leadership, problem-solving, and communication skills, with a focus on delivering exceptional customer service.”
 

Customer care associate, Expert in Escalation and DND Helpdesk:

• Company Name: Intelenet Global Services Pvt.Ltd.
• Tenure:(2007to2011)
• Worked as a Senior Customer Care Associate and RTM at IGSL. Handled customer escalations and delivered solutions. Engaged in calibration calls to address ongoing issues.
•        Attended numerous training pertaining to enhance interpersonal and professional skills. Constantly recognized as a solid contributor to the process by means of rewards and recognitions at different levels Addressed customer service inquiries in a timely fashion achieved a customer satisfaction ratingof98%-Provided input in improving internal processes.

Senior Customer support associate (Bell Canada):

• Tech Mahindra(Tenure:2011-2018)
•     Worked as a senior customer support associate for Ontario and Quebec, assisting customers with the assignment of Copper, fiber, IPTV and broadband services while adhering to service level agreements (SLAs)

Senior Quality (Aliant Back office)

• Tech Mahindra(Tenure:2018-2023)
• Streamline the Quality by updating the Standard Operating Procedures with the client; control the Quality Standards, etc.
•  Responsible to handle end to end Aliant transactional quality helps the company win stellar customer service ratings.
• Attend the Call calibration & interacting with client on a daily

basis to get new process update. Provide real time one-o-one feedback to the agents for the internal/external errors and provide them idea to eliminate errors for future.

• Monitoring the orders to identify process gap and find out the root cause and apply preventing action accordingly also track the cases and publishing reports on weekly basis. 

TEAM LEAD

• Tech Mahindra(Tenure:2023-tilldate)
• Overseeing a team of 20 associates in Chandigarh and Noida locations for the past 2+years.

Graduation from Himachal Pradesh University Shimla 05