Kunal Mital

About Kunal Mital

With over 15 years of experience in customer service, I have developed a deep…

Experience

1. Senior Technical Lead - Operations

   Infinite Computer Solutions

   Nov 2022 — Present · Noida, IN

   As a Team Manager, leading an Operations & Implementations Team supporting major Financial Institutes, Credit Unions and Banks across the North American and Canadian geographies.• Aced a Quality score of with Zero escalations besides operating at a very stringent timeline/deadline SLA.• Reduced the project infractions from an average of 2 to 0.5 in a month in 2022-23.• 100% SLA deliverance on the productivity, quality, and TAT parameters for the team. • Manging the Implementations Team on Onboarding for new Clients into the legacy system.• Oversaw the end-to-end incident response process, ensuring timely and effective resolution of incidents to minimize impact on business operations.• Established and maintained communication channels with internal & external stakeholders, including technical teams, management, and external partners.• Coordinated cross-functional teams during incident response, providing leadership and direction to achieve objectives.• Conducted post-incident reviews to identify lessons learned and areas for improvement and implemented recommendations to enhance incident management processes.• Equipped 2 new leads and 2 SMEs with essential leadership skills and immersed them in the dynamic Infinite work culture through a comprehensive training program.• Forecasting, Highlighting & Mitigating Risks through Open Box activities and BCP framework adherence.• Developed and implemented customer service initiatives that improved customer satisfaction scores by 10%. • Constructed and managed an effective team that included recruitment, onboarding, and training. Achieved a 100% C-SAT Score and a 4.9 / 5 rating from end users for error-free deliverance.• Developed and deployed a software update, resulting in a 30% reduction in system errors and improving application performance by 25%. • Led a cross-functional team in in improving customer satisfaction, resulting in a 50% increase in positive feedback and a 20% reduction in complaints.

Education

• Vanasthali Public Senior Secondary School

  XII

• Delhi University

  Bachelor of Science (BSc)

  2002 — 2005

Skills

• Microsoft Sql Server
• Program Management
• Microsoft Office
• Microsoft Excel
• Strategic Planning
• Business Analysis
• Customer Service
• Vendor Management
• Six Sigma
• Team Management
• Process Improvement
• Operations Management
• Outsourcing
• Sql
• Project Management
• Crm
• Quality Assurance
• Bpo
• Business Process Improvement