Ajit Kumar

Experienced Customer Service Team Leader with a proven track record in improving team performance, resolving escalated issues, and enhancing customer experience. Looking to contribute leadership and operational skills to a dynamic and customer-centric organization.

Team leader - Operations at Igt Solutions (2023-11 – Present)

Leading a team of 26 advisors for process Edreams odigeo. The team is responsible of handling inbound customer support with 80% of inbound calls and 20% outbound calls and backend activities.

• Setting clear goals and KPI like AHT, SLA, CSAT, production Hours to achieve operational targets and maintain high standards of service quality.
• Manage the daily operations of the team, including setting objectives and assigning tasks
• Maintain high levels of team morale and motivation
• Provide guidance and training to team members
• Monitor team performance and identify areas of improvement
• Ensure team members adhere to established policies and procedures
• Develop and implement strategies to improve operational efficiency
• Identify and resolve operational issues in a timely manner
• Coordinate with other departments to ensure smooth operations
• Facilitate communication between team members and other departments
• Prepare reports and presentations for senior management

Team leader at Ienergizer it services Pvt ltd (2022-03 – 2023-09)

Handling a team of 22 members for Urban Company International campaign

• Supervise and motivate customer service representatives
• Delegate tasks and monitor performance.
• Provide coaching, feedback, and performance reviews.
• Ensure customers receive timely, accurate, and helpful responses.
• Handle escalated or complex customer issues.
• Maintain a high standard of service quality and professionalism.
• Onboard new team members.
• Identify skill gaps and provide ongoing training.
• Promote a culture of continuous improvement.
• Track KPIs (like response time, customer satisfaction, and ticket resolution).
• Report metrics to management.
• Suggest improvements based on data insights.
• Identify inefficiencies and recommend solutions.
• Implement tools, scripts, or procedures to streamline workflows.
• Stay updated on industry best practices.
• Act as a liaison between the team and other departments (Sales, IT, Product).
• Share customer feedback with relevant teams for product/service improvement.
• Plan shift schedules and ensure adequate coverage.
• Manage time-off requests and ensure team availability.

Team leader at Radical Minds (2020-09 – 2022-03)

Worked as Team leader for Make My Trip Process

Senior Executive at Ienergizer It services (2017-09 – 2020-05)

Worked as senior Executive for Make My trip process

B Tech – Rajasthan technical University (2010 – 2014)

Senior Secondary – CBSE (2007 – 2008)

Secondary – CBSE (2005 – 2006)