Ashok Kumar

Customer Service Representative

• Respond to email and chat from subscribers, manage time and productivity to meet daily targets, resolve customer issues, and stay current with knowledge of internal systems.
• Manage email, chats, calls from customers, resolve customer issues in a timely manner.
• Comfort in a computer-based role for up to 8 hours a day, and the ability to work in any shift based on business needs.

Customer Quality Analyst

• Understanding client guidelines and auditing calls, record audit findings, identifying error contributors, organizing quality review meetings, and handling feedback sessions.
• Liaison with other functions, analyse internal/client error feedbacks and organize quality briefings.
• Call monitoring, floor troubleshooting, and supporting associates to resolve issues.

Senior Associate in Operations

• Engaging business analysis sessions, sound knowledge of document management systems, evaluating business processes and comparing the actual data to forecasted values, and direct market research projects.
• Steering efforts in developing statistical and financial models for forecasting and reporting, and working with cross-functional teams to support the data collection process.
• Acting as a team member, ascertaining the specific training needs of subordinates, and managing a team of 10-12 document specialists.
• Responsible for tracking a container with RFID mapping, manpower handling, data analysis, report generation, installing and maintaining readers located in Chennai, supporting the development and testing of the application used to track the containers, and client service interaction.

Process Associate

• Analyzing and translating customer requirements, expertise in data extraction techniques using Excel and other tools, and focusing on improving efficiency and productivity.
• Maximizing service delivery standards through coordination of cross-functional activities, working in a flexible work schedule, including weekends, extended hours, and overtime as required.

Admin Executive

• Responsible for all company activities and participated in all company-related activities.