Vivek Kumar

Having Completed 5+ Years of commendable service in the Business Process Management. I am looking forward to work in organization where my technical skills, leadership qualities and experience will be optimally utilized for the benefit of the organization.

Quality Specialist - Infosys BPM - Hinjewadi, Pune

(2020-05)

Process: - Inventory Management for Nike Corp. Ltd.

• Preparing weekly/monthly report and dashboard on Excel and send Service Quality plan/Table-F to BPM team for all 40 activities under Nike project.
• Managing external or internal calibration calls with client and auditing of Bill Processed in SAP tool for team of 20 Analyst under Nike project.
• Drive the quality culture by taking feedback sessions and managing team huddle by guiding agents and showing the updated tracker.
• Ensure compliance, business policies and administer all open inventory order and ensure appropriate order flow.
• Software Used: -
• SAP Tool: - Manage auditing for Bill processed by analyst under different T- Codes.
• Lean Project.
• FMEA (Failure, Mode, Effect, Analysis).

Senior process executive - Infosys BPM - Hinjewadi, Pune

(2019-04 - 2020-05)

Possess strong experience in Life Insurance and Pension domain operations with expertise in policy administration, annuity processing, claims handling, premium servicing, and retirement benefit management.

• Software Used: - Infosys Finacle and Microsoft Excel

Quality Analyst - Wipro BPS - Hinjewadi, Pune

(2017-12 - 2019-04)

Process: - Quality Auditing for Telstra Corp. Ltd (Telecom Industry).

• Handle recorded call auditing for agents, Filling evaluation form to give score to agents based on Telstra Branded Experience (TBE) parameters.
• Reason for resignation: - Telstra process ramp down.
• Software Used: -
• QI 360 Tool: -Handling Quality Audits for agents.
• Siebel CRM: -Manage Customer Information using Siebel CRM software.
• Outlook: -Internal email access or sending email of Business-Critical Error (BCE) to client.

Customer Service Associate - Intelenet Global Services - Vimannagar, Pune

(2016-08 - 2017-10)

Process: -WCOM (Written Communication) for Vodafone Idea Ltd. (Telecom Industry).

• Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
• Reason for resignation: - Vodafone process ramp down and relocation.
• Software used: -
• Genesis: -Handling client queries through emails.
• Intelenet CRM: -Manage customer information using Intelenet CRM software.
• Gene (3 Months Experience): -Automates work of CRM as well as email processing.

BCA (Bachelor of Computer Application) - Pune University (2015 - 2016)

HSC - Maharashtra State Board of Higher Secondary Education, Pune (2012 - 2013)

SSC - Central Board of Secondary Education (CBSE), Pune (2007 - 2008)