Chaitanya Kumar B.

Background

About Chaitanya Kumar B.

High Energetic, goal oriented professional offering 17+years international BPO experience in 1)Worked in Techsuport,customercare,B2B,B2C,MortgageFinance, Sales,Email,Chat and Bpo operations. 2)Genpact(GoogleAccount Recovery)pilot process in 2011. privileged to be in first batch of genpact(Google account) 3)Team Management/Shift management of 35 plus members in Genpact(google process)2011. 4)Proficient in handling Teams. As shift supervisor in Genpact,manually assigned parsec tickets to agents during shift as the Googleprocess in Genpact was in nascent stage in 2011 and there was no automatic assignment of tickets to agents. Knowledge of Parsec P1, P2, P3, RFI, Tsv(Twostep verification) tickets. 5)LeanSixsigma Green belt certified in May 2016 from GAQM 6)Gave Lean ideas for Google accountrecovery process. 7) Sending EODreports to client and stake holders with sound knowledge of Management principles for business reporting and data Customer Relationship Management CRM. 8) Took Supervisor calls, knowledge of KPI, TAT, SLA, AHT, TTFR, ACW, RPC,FCR,Attrition,Shrinkage,Occupancy. 9) VERSANT English with excellent com skills, soft skills.Keen understanding of the Business requirements coupled with commitment to delivering value added results leading to overall efficiency improvements. 10)A team player who has the ability to work under pressure & meet deadlines efficiently. 11)Worked in CRM ticketing incident tools like Salesforce, Amdocs, Capture(service now),Siebel, SIAM ticketing tool etc. 12)Worked in RemoteDesktop, VDI, Citrix based virtual environment. Handled Remote tools like Go to Assist(Dell connect), Logmein rescue and Bomgar. 13) Experience in salesin dellprocess for Sitel,Sutherland and in techsupport process in Genpact. Got awards for high dollar value in sales,High RPC -Revenue per call and good Conversion Ratio. Knowledge of tools like dellconnect, dell serve, dellsolutionstation. 14) Bronzeaward for best supervisor for Google Genpact process. 15) Received Best associate RPC sales in May2024 in Techm 16) Pat on back award in Techmahindra in Aug2019 and 8 BravoAwards in Techm in 2021 17) Crossed $14 million US dollars in Sales Revenues to 4 companies Sitel(Dell),Sutherland,Genpact and Tech M US Technical process. Generated revenue in GBP and US Dollars. I have won 5 bronze awards in Genpact. 18)Learning ITIL4 courses along with various technical,non technical course online. 19) knowledge in US mortgage, Active directory,ITSM etc. I am also looking to work in Top 5 IT/ ITES BPO's in India.