Kumar Kunal44A,1st Floor, Malwiya Nagar, New Delhi.110017.

Kumar.kunal13@gmail.com Cell: 9711995040

A technology driven professional with over 4 years of experience in Project Management/ Operations Management in IT Industry; currently employed as Project Coordinator at Infopro India Pvt. Ltd., (Noida, UP.)

Seeking assignments in the domain of Project Coordinator with an organization of high repute.

Areas of Expertise

Expertise in Cost Budgeting, Process Re-engineering, Fault Management, etc.

Experience in developing business requirements based on product program, price negotiation & signing of final contracts with vendors.

An effective communicator with excellent relationship building & interpersonal skills.

Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude.

Spearheaded numerous IT projects and ensuring delivery of projects in compliance to quality, time & cost parameters.

Sound knowledge of OS (Operating system) Microsoft products like MS Office, MS Outlook , etc.

Customer Service Management. Complaint Handling & Resolution. Positive attitude, self-motivated & a

quick learner & result oriented. Teambuilding & Training. Excellent Client handling skills.

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Utilization of resourcesical Skills Working experience on routers like Linksys, Belkin, Net gear, Airport, Netopia etc

Knowledge of Web hosting & Active Directory.

Knowledge of SEO & Keywords Analysis.

Focused on Zero defect Resolution

Target and Result Oriented. Team work & Leadership

Skills

Professional Experience 1. INFOPRO INDIA Pvt. Ltd (Noida) 14/12/09 to till dateworking as a Project Coordinator & Webmaster, 14/12/09Process: RIAENJOLIE

Understanding business requirements, task management and contributing in high level designing Responsible for client coordination and communicate effectively with clients to identify needs

and evaluate alternative business solutions, responsible for specification building and architecture design.

Project planning, documentation & execution of project work plan and revision as appropriate, to meet the changing needs and requirements.

Allocated resources in the project and scheduled the deliverables. Organizing training programs for the employees and solving the queries related to achieving the target. Developing & maintaining project plans and monitoring the project progress & performance. Ensuring that the project meets business targets by working closely with the sales, development and the

delivery teams. Working closely with Delivery, Support and IT department both in India and USA to ensure the timely

delivery of the projects. Provided status reports to the project manager. Developed and maintained project plan, managed the progress of plan and accessed the impact of

schedule variation.

Monitored the project progress, project allocation and performance using the project management tool MSP “Panther”(Internal Tool).

2. HCL Technologies BPO Services Ltd.(Noida & Chennai) 12/05/08 to

11/12/09Worked as an SME/TL since July-09 in Noida CenterWorked 6 months in Chennai HCL (15/07/08 to 15/01/09)Joined as a TSOProcess: AT&T Yahoo! Lead a team of 12-15 Executives in the TSR’s process. To handle escalated calls and provide effective resolution to the clients. Support CSAT initiatives in enhancing / meeting external metrics. Conduct weekly Coaching & Feedback sessions for Executives. Initiate process improvements by

identifying service delivery gaps, offer solutions and successfully implement ideas to enhance products and services.

Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.

Meet regularly with employees to plan their development and evaluate the progress made. Provide development opportunities, coaching, and resources.

Taking the post shift and pre shift briefing and update all the team members for the process. Closely monitoring the service delivery operations to ensure compliance with key metrics and SLA’ s

(AHT, FCR, Quality,etc). Conduct regular one-to-ones to ensure honest and timely feedback on performance of advisors on an

ongoing basis. To help the team members in achieving their target of selling various AT&T services and products.

3. Quatrro, Auxicogent BPO Services Ltd. (Gurgaon) 10/07 to 05/08Technical Support Associate (TSA), Oct/07 to 05/08Process: Hughesnet Provided Business Process Outsourcing services to the clients for different kind of ISP related issues. To provide solution for Internet connectivity, Routers and E-mail issues. Resolving issues of different OS related issues. Coordinating with the engineers and the clients and help them in fixing the issue.

4.US Callnet, Chandigarh. 09/06 to 10/07Joined as Junior Executive & Promoted to the post of Senior Associate Member Sep/06 to 15th Oct 07Process: American Home Pros. Provided Business Process Outsourcing services to the clients for various home based products Attended

customer queries related to travel needs and provided quick resolutions to their grievances, if any. Managed team head count schedule in line with the floor head count schedule. Generated reports related to AHT, Break Adherence, process control charts and monthly reports. Recorded the best practices within the team and shared them with the other teams during team

meetings. Interacted with clients and provided them with project updates and change requests.-------------------------------------------------------------------------------------------------------------------------

Education

Bachelor in Arts (BTS) from (IGNOU). 57% 2006-2009

Senior Secondary School Examination (XIIth) passed with the affiliation of the Bihar Intermediate Education Council. 64%

2003-2005

Secondary School Examination (Xth) passed with the affiliation of the Central Board of Secondary Education. 87%

2002

Technical Forte

Completed the Certification of RED HAT CERTIFIED TECHNICIAN (RHCT) from NIIT

December 2009-February 2010

Completed the Certification in Advanced Networking from F- Tech

September -2010

MCP certified & also cleared the online certification of (70-290),(70-291) & (70-293) including MCP (70-270)

2010Microsoft Certified Professional ID: 7765815

Working Experience on Panther: Project Management Tool Since 2009 (MSP)

Rewards & Recognition

1 Awarded for the Best Sr. TSO with HCL BPO in Chennai by Senior Vice President Mr. Ranga.2 Worked as SME in Chennai..3 Awarded as the best.SME in HCL Noida for 2 consecutive quarters.

Professional ReferencesAshish Handa Senior Business Manager Infopro India PVT. Ltd. 9811997000

Amit Kejriwal A.V.P. (Compunel) Infopro India PVT. Ltd. 9871307552

PERSONAL PROFILES/O: - Mr.Sahadev Saha Nationality:- Indian Marital status:- Single. Languages Known:- Hindi, English, French & SpanishD.O.B.:- 01.01.1987CTC:-INR 4,35,000.

“When the customer comes first, the customer will last” – Robert Half