Brijesh Kumar

Experience

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  Aegis

  Feb 2015 - Dec 2015

  Sales Operations Executive

  Worked as a Customer Care Executive, operations with Aegis, Lucknow for one of leading directly to home Operator; Airtel DTHResponsibilities:• Manage large amounts of inbound and outbound calls promptly • Follow communication “scripts” when handling different topics • Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives• Seize opportunities to upsell products when they arise• Build sustainable relationships and engage customers by taking the extra mile • Keep records of all conversations in our call center database in a comprehensible way • Frequently attend educational seminars to improve knowledge and performance level • Meet personal/team qualitative and quantitative targets & Management and resolve customer complaints • Identify and escalate issues to supervisors & Provide product and service information to customers • Document all call information according to standard operating procedures and Follow up customer calls where necessary Show less

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  Valmiki Infra Developers Pvt. Ltd

  Dec 2015 - Aug 2018

  Team Leader (Operation)

  Worked as a Team Leader with Valmiki Infra Developers, Lucknow for one of the leading infra companies and in the real estate world for their innovative and trusted projects. They have successfully earned a unique and secured place in terms of quality-oriented construction, faultless designing, and finest specification.Responsibilities: • Determine computer-based information and processing needs and schedule the meeting of these goals. • Collecting documents and informing the clients for further process • Plan, Develop, evaluate and administer computer operations, including systems support and maintenance for smooth working. • Time to Time inform the management about the progress, needs, and changing requirements. • Keep proper records of monthly Attendance. Show less

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  HCL Technologies

  Oct 2018 - now

  Assistant Manager

  Driving the team of QA in Global IT for Lucknow, Nagpur, and Noida sites• Directed a team of quality analysts in taking the data from incoming communications for the improvement of customer service.• Visualized data using Excel to deliver feedback on data to client advisors, team managers, and department leaders• Coordination with the operation team for all the escalation & process handling • Handling all the weekly & monthly reports being published by the quality team • Preparing TNI & efficacy tracking of TNI sessions • Identification of BQ agents & taking care of the performance management • Responsible to share new ideas/SIPs to improve the performance• Running many motivational contests & arranging mock call & call listening sessions • Investigated service, or procedure failures, and recommended corrections to improve the process in the future.• Investigated questionable test results and reported issues to the relevant departments.• Ensured the company followed safety and quality standards during all jobs. Show less