Kapil Narula

Experience

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  HDFC Life Insurance

  Mar 2005 - Feb 2006

  Insurance Specialist
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  Convergys

  Mar 2006 - Aug 2013

  MIS WFM

  • Report Analyst

    Aug 2012 - Aug 2013

  • Management Information System Executive

    Mar 2006 - Aug 2012
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  The Institute of Chartered Accountants of India

  Jul 2012 - Aug 2013

  Skills Trainer

  Delivery IT Training to CA Aspirants

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  HyperQuality, Inc.- An Avaya Company

  Oct 2013 - Nov 2014

  Workforce Management Analyst
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  Citi

  Dec 2014 - Dec 2015

  Citiphone Officer

  Day-to-Day Responsibilities:Ensure Customer service excellence byDisplaying complete onus to the customers Query/problemsDelivering service with requisite Courtesy and AccuracyNil Defects (100% adherence to product & process)Ensuring Nil Customer complaintsEnsuring excellent SLS scoresEscalating / Highlighting customer Problem IncidencesAdherence to Service and Sales ComplianceCross Selling / upselling on set products (Assets & liabilities products)Ensuring Process Efficiency by achieving set targets of Call Quality Show less

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  American Express

  Dec 2015 - Aug 2018

  Client Relationship Specialist

  Built relationships with key employees among customers.Created plans to address clients’ business needs.Advised clients on creating profitable processes.Scheduled regular meetings with customers to ensure they are satisfied.Actedcas point of contact for complaints and escalate issues as appropriate.Helped sales team up-sell or cross-sell services and products.Ensured both the company and clients adhere to contract terms.Studied competition to find new ways to retain customers.Set sales and revenue targets and work diligently to meet them.Collaborated with internal teams (e.g. sales, engineers, senior management) to address customers’ needs.Proven experience as a Client Relations Specialist.Proven track record of meeting and exceeding targets.Strong Background in customer service andindustry knowledge.Experienced in tracking relevant KPIs (e.g. customer satisfaction Proficient in MS Office, with working knowledge of CRM platforms).A customer-oriented attitude.Excellent communication and negotiation skills.Problem-solving aptitude.Ability to work well with a team. Show less

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  Convergys

  Nov 2018 - Nov 2019

  Senior Technical Specialist

  Enterprise Support - MicrosoftDiagnose and troubleshoot technical issues, including account setup and network configuration.Ask customers targeted questions to quickly understand the root of the problem.Track computer system issues through to resolution, within agreed time limits.Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutions.Ensure all issues are properly logged.Prioritize and manage several open issues at one time.Follow up with clients to ensure their IT systems are fully functional after troubleshooting.Prepare accurate and timely reports.Document technical knowledge in the form of notes and manuals.Maintain jovial relationships with clients. Show less

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  Wipro

  Apr 2020 - Dec 2022

  Process Trainer

  Soft Skills and Technical Trainer for DELL EMC Account.Drove daily problem solving and data driven planning as the problem-solving leader for the assigned Business Unit.Coached team members on executing standards.Developed standards for executing tasks on the line.Driven process efficiency on multiple process lines. Partnered with project engineers/teams to ensure successful systems start-up during design and start-up.Exhibited strong leadership skills in leading teams of people.Strong problem-solving skills.Ability to influence others in the organization when proposing change.Able to develop action plan based on problems identified on the floor.Worked independently and took ownership of driving improvements.Understanding of Lean Six Sigma tools.Demonstrated excellent communication skills.Experienced in data collection and analysis. Show less

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  Wipro Limited

  Jan 2023 - Jul 2023

  Operations Manager

  Possess Excellent spoken and written English skills which are core for success in the role.Continuously providing high quality processing service to achieve maximum customer satisfaction within the specified SLAs.Responsible for rapport building and resolving customer inquiries in a professional manner.Acquire and update knowledge on procedures related to processes.Process work as requested by line management / customer. Ensure that work is completed in accordance with established procedures and standards.Work well independently, complete assigned tasks within established timeframe, and complete regular assignments without reminders or additional requests.Work productively and professionally. Demonstrate ways to improve customer service and increase productivity.Participates in team meetings, activities, promotes team spirit. Maintain Wipro internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators, accompanied by the appropriate internal control standards relevant to the role. Show less

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  Innovation Technology By Design

  Jul 2023 - Mar 2024

  Technical Trainer

  Technical Training on Windows, Servers, AD, Intune, Firewall, RMM Tools, Office 365, Google Workspace, HyperV, VMWare, Cloud Computing, Desktop Troubleshooting, Skills Upgradation, Key Part of L&D Training Team, Content Development, Innovation and Lead Sessions By Design.

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  Parul University, Vadodara

  Mar 2024 - Apr 2024

  Assistant Professor

  Impact Training for Advanced DBMS

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  Dev Bhoomi Uttarakhand University

  Apr 2024 - Jun 2024

  Assistant Professor

  Delivery on Software Engineering and Computer System Architecture to B-Tech Students