Manoj Kumar
RSM & IT FSS Manager
Kowloon,KWT
Summary
To associate with vibrant organization which allows myself to put my competencies to the best use and add value to the organization contributing to growth as an individual. Proactive leader with strengths in guiding teams and nurturing client relationships. Known for exhibiting confidence, collaboration and professionalism. Expert at customer retention and problem-solving.
Overview
18
18
years of professional experience
Work History
Regional Service Manager IT
HCL Technologies HK SAR Ltd
12.2019 - Current
- Developed regional service team''s skills by conducting regular training sessions, fostering a culture of continuous improvement.
- Fostered a positive work environment that encouraged employee engagement, leading to improved staff retention rates within the region.
- Optimized resource allocation for maximum productivity, achieving consistently high-quality service across the region.
- Managed budgets effectively by controlling costs without compromising on service quality or staff motivation levels.
- Establish goals and metrics for direct reports and monitor progress towards achievement of objectives.
- Identify and implement processes to improve operational efficiencies, reduce expenses and improve customer satisfaction
- Work with the Technology team and vendors to troubleshoot system issues, ensure smooth operation, and drive system enhancements.
- Continuously evaluate and enhance the effectiveness of people systems and operational processes to improve efficiency and performance.
- Manage APAC FSS tech engineers- Attendance, reporting, tasks, SLA etc.
Senior Associate
John Keells Bpo Services Pvt Ltd
7 2014 - 1 2017
- Identifying and assessing customers' needs to achieve satisfaction
- Assisted customers in the selection of products
- Researched and responded to customer inquiries and explained transactions to their satisfaction
- Assisted with resolving customer's complaints and concerns
- Supporting the customers in their technical issues
- Interacting with appropriate departments & officials of target organizations to deliver sales
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Analyzed customer data to identify trends and anticipate customer needs.
Sr Customer Service Executive
Convergys India Pvt Ltd
09.2006 - 07.2012
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Resolved client issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Implemented quality assurance initiatives that resulted in decreased error rates across all channels of communication.
- Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Analyzed performance data to identify trends and opportunities for continuous improvement in service delivery.
- Managed a high-performing team of customer service representatives, ensuring consistent delivery of exceptional service to clients.
- Boosted customer retention rates with proactive communication and personalized solutions tailored to individual needs.
Education
Skills
Operations Management
Staff Management
Team building
Customer Relationship Management
Project Management
Risk Management
Interpersonal Skills
Training and Development
Scheduling and Coordinating
Performance Tracking and Evaluation
Employee Development
Service Delivery Optimization
Performance monitoring
Performance metrics analysis
Operational Efficiency
Team Leadership
Languages
English
Hindi
Disclaimer
I hereby declare that all above-mentioned information is in accordance with fact or truth up to my knowledge and I bear the responsibilities for the correctness of the above mentioned particulars.
Personal Information
Date of Birth: 05/15/83
Timeline
Regional Service Manager IT
HCL Technologies HK SAR Ltd
12.2019 - Current
Sr Customer Service Executive
Convergys India Pvt Ltd
09.2006 - 07.2012
Senior Associate
John Keells Bpo Services Pvt Ltd
7 2014 - 1 2017
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