Young, energetic and result oriented professional with over 5 years of hands on experience in Telecom , Sales, Insurance, Banking, Lubricant, Lead Generations, Inbound, outbound and customer service industry; Profound experience to maintain high quality standards to meet challenges of this fast paced, high turn-over industry; Deep understanding of technology with focus on delivering business solutions; Highly ethical, trustworthy and discreet.

1. DHARMENDRA KUMAR YADAV
Room No.1, Near Subham Dairy, Sector-36,KarveVillage, Seawoods, Nerul, Navi Mumbai-400706
Email: dharmendrayadav0193@gmail.com Phone: (M) + 919867897565
OBJECTIVE
Seeking a challenging role to contribute towards organizational success and grow to a Senior Management
level.
SYNOPSIS
Young, energetic and result oriented professional with over 5 years of hands on experience in Telecom , Sales,
Insurance, Banking, Lubricant, Lead Generations, Inbound, outbound and customer service industry;
Profound experience to maintain high quality standards to meet challenges of this fast paced, high turn-over
industry; Deep understanding of technology with focus on delivering business solutions; Highly ethical,
trustworthy and discreet.
 Possessing first rate communication and collaboration skills to lead and work in concert with diverse groups
effectively
 Adroit at learning new concepts quickly, working well under pressure and communicating ideas clearly and
effectively
 Dedicated and highly ambitious to achieve personal goals as well as the organizational goals
 Friendly with an upbeat attitude.
 Lean Six Sigma Green belt certified from TUV.
AREAS OF EXPERTISE
Customer Servicing Visionary Leadership Training&
Customer Management Auditing Development
Leadership Skills Team Management Quality Control
  
  

Strategic Planning

EDUCATIONAL QUALIFICATIONS
 Bachelor of Arts (B. A.) 2016
WORK HISTORY
One Point One Solution, Turbhe, Navi Mumbai (Nov'13 – Aug’14)
Customer Service Executive (Reporting to Team Leader)
Key Deliverables:

Worked as a Customer Service Executive


Handled VIP and High Value customers



Handled Customers queries &complaints, solvedandclosedthe issues by giving prompt andon time resolution.

ONE POINT ONE SOLUTION (Aug'14 - Sep’15)
QA (Quality Analysis) (Reporting to QM)
Key Deliverables
 Working as an QA
 Handling quality for Center Mumbai.
 Handling 3 different process
 Handling various auditing task and preparing reports on auditing activities
 Handling different types of clients

2. Eureka Outsourcing Solution (Oct'15 – Dec’16)
QA (Quality Analysis) (Reporting to QM)
Key Deliverables
 Certification process for New Customer Service Representatives
 Call Monitoring and Compliance Audits

 Call Handling & Process Adherence Evaluation of the Customer Service Representatives
 Process Gap assessment and remedial actions to root out causes of errors

 Performing Root Cause Analyses to determine trends, challenges and improvement
opportunities
 Regular briefings and Dip checks for process improvement
 Active participation in Calibration sessions with internal and external clients

 Compile, monitor and own sensitive reports like customer feedback reports and
customer complaint Analysis Desired Candidate Profile
Call to Connect PVT LTD. (Jan ‘17 – Till date)
QA (Quality Analysis) (Reporting to QM)
Key Deliverables
 Working as an QA/ Trainer 
 Handling training of new associates. 

 Performing call quality audit of front line representatives.

 Analyzing the data and preparing quality reports and dashboards as required.
 Escalating issues that hamper process promptly.
 Training Need Identification based on quality scores.
 Play an important role in achieving team targets.
 Ensure that Core standards defined within the process are strictly followed.
 Create reports on Weekly/Monthly basis for management reporting
 Find the gap and loopholes in the process.
 Identifying fatal errors and non fatal errors impacting the process and take
corrective/preventive action.
PERSONAL DETAILS
Date of Birth : 1st March, 1993
Languages Known : English,Hindi and Marathi
Marital Status : Unmarried
References : Available on Request
(Dharmendra Kumar Yadav)