VIKAS KOUNDAL

With over 12 years of experience in business operations, team management, and training & development in the BPO & KPO industry, I have consistently applied my people, process, problem-solving, and technical skills to improve individual, team, and organizational performance. I have been recognized as one of the top Associate Process Managers in the organization, known for my ability to lead, mentor, and motivate teams.

I have a proven track record in coordinating activities related to operational excellence and service delivery for outbound, inbound, back-office, and web chat projects. I excel in setting up new businesses and ramping up existing processes, including strategic planning and knowledge transfer. My expertise extends to handling employee grievances, improving productivity through employee engagement, and leading process improvement initiatives. I am skilled in attrition control, hiring and training, and ensuring the delivery of high-quality services to support customer needs and achieve high customer satisfaction.