Mahesh Kumar

Experience

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  Firstsource

  Nov 2008 - Jan 2014

  • Managing Inbound Customer Service and Back office(Ground operations, Resource planning, Service admin and Sales QC) Teams.• Responsible for successfully setting up a Resource Planning business process for Virgin holidays. • Supported Deputy General manager in:- Planning, organizing, executing and achievement of production goals and target - Managing P&L responsibility focused on achieving operational metrics: team profitability, maximize utilization of resources and driving of cost control measures across operation• Generated and managed:- service level reports on weekly, monthly, half yearly and yearly basis. • Keep employees motivated by building positive, supportive, and helpful relationship. • Improving Customer Experience - Quality scores and NPS.• Performance Management – Managing Performance of individuals through SLA’S, PIPS and coaching.• Client reviews – review current performance and provide insights on key focus areas for improvements through analytics.• Managing optimal/cost effective scheduling and smooth running of the production shifts• Driving service quality and service delivery performance • Partnering with Quality improvement team to build effective audit mechanism and procedures improving overall service quality and implementing process improvements • Developing High potentials and succession planning. • Managing conflict - Mitigate negative conflicts and spend time wisely on positive conflicts. • Project Management – Complaint’s process management to ensure all tasks are met and compliance adhered to.• Working closely with Training, WFM, RPA, Process excellence and HR teams• Ensuring effective coordination in recruitment, selection. training and Induction of new Joiners.• Liaising with training and L&D team on the various need based training programs Show less

  • Customer Service Team Lead

    Jan 2012 - Jan 2014

  • Customer Service Representative

    Nov 2008 - Jan 2012
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  Firstsource

  Jul 2014 - Feb 2022

  Process Leader

  • Leading a team of 20 Customer Service Associates and Order assignment team – supporting them in achieving team's SLA’s & KPI’s. • Identified task automation opportunities and created bots with UiPath studio x which took the tedious and repetitive tasks. • Automation League (Citizen Development) – Completed Graduation in UiPath Studio X automation league• Identify trends and patterns out of various reports and share insights with the cross functional teams.• Task mining - Work closely with all key stakeholders, to develop a good working relationship, understand their processes and challenges to improve the cooperation and implement efficiencies Show less

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  Amazon Web Services (AWS)

  Feb 2022 - now

  AWS Technical Manager