CURRICULAM VITAE

H. No Rz B-192, New Janki Puri Near St. M. P School, Uttam Nagar New Delhi-110059 M. No- 9911766600 Email Id- Sumitkumar411@gmail.com

SUMIT KUMAR
CAREER OBJECTIVE To work in competitive environment which is conductive to personal growth and also presents opportunities that enables and individual to make a positive contribution to the organization. EDUCATION QUALIFICATION Graduation from CCS University, Meerut (2002-2004). Passed 10+2 from U.P Board. Passed 10th from U.P Board. PROFESSIONAL QUALIFICATION Exposure to MS-word, Excel. Exposure to E-mail, Internet. Typing Speed is 20 to 22 words per minute. WORKING EXPERIENCE Working with Spanco Bpo Service as CSR from 31st Dec 2007 to 8th July 2009 then promoted as a Sr. CSR through IJP than also promoted as a Quality Analyst from 23rd March through IJP till now. JOB RESPONSIBILTY AS A QA IN CITIFINANCIAL PERSONAL LOAN Monitoring the calls then share the feedback to agent within 48 hours. Also maintaining the tracker in Microsoft Excel for call quality score. Preparing MIS for quality score on weekly basis & also share the same internally & externally. Conducted internal calibration weekly basis & also externally calibration once in a month. Share the internal calibration report with client, team leader & Portfolio Manager.

 Taking Huddles Preshift & Post Shift to download the new updates and also download those parameters which are not followed by agents. Also giving mini training regarding Violation & Disposition. Giving training to NHT Batch regarding Monitoring Sheets, CAP Policy & taking the mock call. Also monitoring the call for NHT Batch then share the call quality score MIS to client as well as internally. Preparing Violation comparison MIS between previous month & current month. Post huddle taking the sing up and share the same to management & client to improve the quality score of agents. In month end preparing a consolidate feedback sheet and than share the same to agent also taking the signature for audit purpose. Maintaining the files for audit purpose. Preparing the quality news letter end of the month in which we are publishing the name of portfolio wise average score comparison of last three month, Violation status, call calibration status, feedback status, Nesting Batch status, Action Plan Summery for coming month, Agent Bending Status as per QC & TL& also call quality Trend Comparison of the last three month for whole process. Maintaining CAP Employee tracker and center CAP Stage. Preparing Score card in the month end then preparing the ABU Analysis Tracker accordingly.

PERSONAL DETAIL Father Name Date of Birth Nationality Languages Known Marital Status Gender Hobbies Personal Qualities : : : : : : : : Dinesh Kumar 06th December 1982 Indian Hindi & English Married Male Listening to music Adaptable, Confident, Energetic, An Ability to learn and Team Work

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( SUMIT KUMAR)