Chaitanya Kumar
Bengaluru,INDIA
Summary
I am a dedicated, organized and methodical individual. I have good interpersonal skills, am an excellent team worker and am keen and very willing to learn and develop new skills. I am reliable and dependable and often seek new responsibilities within a wide range of employment areas.
Overview
8
8
years of professional experience
Work History
Subject Matter Expert - SME
Infosys BPM
12.2020 - Current
- I am currently working as an SME at Infosys
- I am working for the Google Project (Account Recovery - POC)
- I handle a team of 18-20
- Monitoring/Auditing calls
- Providing feedbacks
- Maintain the call quality and overall accuracy quality of the team
- Conducting performance test, assessing features including knowledge performance and quality
- Preparing weekly, Monthly data analysis presentation against assignment deadlines
- Handling Client Escalations
- Following the SOP's given by the client
- This a management role, however I tend to push for a better subscription on Google cloud
- Sales regarding new products within Google
- This is not included in the process, this is just for a better customer experience
- Provided expert advice on subject-specific issues to enhance organisational efficiency
- Trained, coached and mentored consultants to increase team productivity
- Negotiated with external partners to secure resources and support for key initiatives
Senior Process Executive
Cognizant
10.2018 - 09.2019
- Worked as a senior executive and handling supervisor calls with Emblem health process
- This was about the medical billing, worked on provider side
- Selling the new insurance on calls
- Successfully managed, coordinated and regulated all processes within operations
- Ensured all queries were addressed so that client relationships were maintained
- Provided training and guidance to staff members on company updates, new processes and trends
Practitioner
Concentrix Daksh
08.2016 - 08.2018
- Ensured that performance parameters were met and exceeded within company's guidelines and policies
- Started my career as a Practitioner at Concentrix Daksh - Axis bank Process International voice/National
- Used to handle 80–100 calls on a daily basis and promoted as the Escalation supervisor to handle only the Escalation calls
- Cross-selling for credit cards and have closed most of the deals of every call
Education
Bachelor of Commerce - Commerce
KLE S Nijalingappa College
Bengaluru, KA06.2016
12th STD - Commerce
KR-Puram Govt PU College
Bengaluru, KA04.2013
10th STD - 10th STD
Kendriya Vidyalaya No 02
Bengaluru, KA04.2010
Skills
- Training and mentoring
- Deep expertise
- Customer focus
- Innovative mindset
- Problem-solving abilities
- Excellent communication
- Problem-solving
- Teamwork and collaboration
- Decision-making
- Multitasking
- Team building
- Active listening
- Professionalism
- Self motivation
Timeline
Subject Matter Expert - SME
Infosys BPM
12.2020 - Current
Senior Process Executive
Cognizant
10.2018 - 09.2019
Practitioner
Concentrix Daksh
08.2016 - 08.2018
Bachelor of Commerce - Commerce
KLE S Nijalingappa College
12th STD - Commerce
KR-Puram Govt PU College
10th STD - 10th STD
Kendriya Vidyalaya No 02
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