Vinay Kumar

Experience

• 

  INDIA INFOLINE INSURANCE SERVICES LIMITED

  Jun 2000 - Jun 2002

  Take Over Manager

  • Supervised a team of marketing professionals for the sales of Insurance policies. Helped them to improve their performance by guiding them with sales script• Work closely with Branch Manager to identify the best methods of promoting/implementing new products• Formulate best practices, details usage strategies and provide sales team with tools & analysis• Created & implemented variety of management reports, including cost control, sales forecasting & dramatically increasing efficiency Show less

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  Wipro

  Jun 2002 - Jun 2005

  Technical Support Advisor

  • Worked for Dell process & served USA based Dell customers with troubleshooting techniques• Assisted Process Trainer with the on-floor training to the new Joiners. Liaised with new joiners and listened to their live calls. Provided the feedback to the trainer for the new CSR’s

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  Infosys

  Jun 2005 - Jun 2007

  Senior Customer Service Representative

  • Supervised the team of elite technical support advisors in supporting the troubleshooting services for UK based British Telecom• Aid the new joiners to get the proper on floor training & keep a track of week on weak performance• Keeping all the employees on floor with proper updates & methodology to increase their productivity & quality

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  Ventura

  Jun 2007 - Jun 2012

  Operations Team Manager

  Team Manager (Nov’10 – June’12)• Handling a team of 16 advisors with 0 attrition till the date• Working with Print-To-Web department & maintaining the relevant data required to fulfil the client’s requirement• Giving consistent feedback to bottom quartile• Conduct PKT to increase the knowledge of the agents• Work with MIS team to understand the performance of the agents and share the same with themSenior Customer Support Advisor (June’07 – Nov’10)• Handle calls of order line process NEXT retail chain of UK• Work closely with the Team Leader to identify the best methods of improving the performance of team members• Conduct Process Knowledge Test to keep the track of the team members month on month basis, since this was the deciding factor for their ratings• Perform Quality Check based on calls also keep an eye on individuals AHT(Average Handling Time)• Be a part of the client call with TL to understand the requirements• Suggest PIP plan for the under performers to make sure that they achieve the given target and also discuss the same with Higher management• Provide basic training to the new agents Show less

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  RnR DataLex

  Jun 2012 - Apr 2013

  Business Development Manager

  • Managing business development activities entailing mapping of new market segment• Management of new opportunities, including routing contact, discern new service concerns, forecast future activities, expand service offerings & explore new & existing clients• Manage market research, business research, database building, business opportunity analysis & lead generation• Responsible for long & short term development & delivery of business goals• Strategy development, Planning & Reporting. Prepare overall marketing strategy with senior management• Analyze marketing trends, recommend changes if any based on feedback• Working with back office team to maintain the records of clients requirement• Has been awarded with “Best Employee-Back Office” Show less

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  XDBSB2B Data Solutions

  Feb 2014 - Jul 2017

  Quality Team Lead

  Senior Demand Generation Executive (Feb’14 – June’14)• Making outbound calls (Cold/Warm) to find qualified leads in international market• Update prospect’s database with call activities & generate alternate contacts• Cultivate prospect until they become qualified leads• Work within the targeted area of sales requirementSenior Quality Analyst (June’14 – Jan’16)• Perform data quality tasks to confirm and validate lead quality• Review functional and design specifications to ensure full understanding of the particular campaigns• Develop, document & maintain reports and scripts• Identify any potential quality issues per defined process & escalate the same to higher management• Isolate, replicate & report invalid leads and verify defect fixes• Giving consistent feedback to agents & coaching the same• Share new updates & feedback to the agents & team members• Has been awarded with “Best Employee – Quality”Team Leader Quality (Jan’16 – July’17)• Maintain regular and reliable database of the team including daily schedule as assigned• Regular stand-up ensuring the sprints are completed on time & impediments• Provide guidance to the team on regular basis• Client communications, inter personal communications, creative thinking & cohesive team efforts to enhance the quality for the company Show less

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  Selling Simplified

  Sept 2017 - Apr 2018

  Quality Team Lead

  • Maintain regular and reliable database of the team including daily schedule as assigned• Regular stand-up ensuring the sprints are completed on time & impediments• Provide guidance to the team on regular basis• Client communications, inter personal communications, creative thinking & cohesive team efforts to enhance the quality for the company

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  AM Infoweb

  Jun 2018 - Jan 2019

  Assistant Manager Quality
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  B2BinDemand

  Jul 2019 - Feb 2020

  Quality Manager

  As a Quality Manager my responsibilities include:• Oversee the process as a whole, making sure the internal & external policies are adhered to• Lead the team of Quality Analysts, understand the challenges and action the same as per the requirement• Training & Feedback on Quality parameters for the new joined employees as well as the production floor• Manage inputs for the betterment of the process, understand the requirement of the clients• Analyzing the dashboard based on the performance on the floor• Liaising between Sales & Operation for the clarity of any specific campaigns & managing the data for the same• Keeping the track of the productivity reports preparing the dashboard based on the same Show less

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  Confidential

  Oct 2020 - Apr 2021

  Sales Manager
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  Ziff Davis B2B

  Jan 2022 - Jun 2022

  Senior Manager Business Support Enterprise

  Deliver Quality as per Client requirements/specifications. Capacity planning and resourcing for the teams. Monitor key metrics and ensure audits and deliveries are done accurately and on time. Work closely with Service Delivery / Operations and internal teams to proactively identify and mitigate delivery risks, challenges. Maintain compliance to campaign requirements and industry standards. Prepare & publish reports & analysis to convey key focus areas. Trouble Shooting:•Identify process bottlenecks and resolve process challenges. RCA-CAPA for critical and recurring issues. Participate in cross functional meetings to resolve any issues. Monitor effectiveness of implemented solutions.Continual Improvements:•Best practice identification and implementation. Work with Product and Engineering teams to identify and implement Process Automation, to reduce manual efforts and error prone activities. Recommend and implement continuous process improvements. Lead projects to improve process effectiveness & efficiency Show less

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  Manlitics B2B ITES

  Jun 2022 - Oct 2022

  Director Quality Assurance & Delivery
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  EvolveBPM, LLC

  Dec 2022 - Mar 2024

  Director Quality & Delivery
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  Evolve Global Corp.

  Dec 2022 - Mar 2024

  Director Quality & Delivery
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  Distinct Digital Media

  Mar 2024 - now

  Senior Manager Business Support