Abhishek Kumar
Noida
Summary
Personable and dedicated Customer Service Representative with extensive experience in BPO industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Team Captain
American Express
Gurgaon
02.2024 - Current
- Monitor and track overall team performance, ensuring alignment with company goals.
- Mentor and coach underperforming team members, facilitating their improvement and success.
- Conduct weekly call monitoring sessions to assess and enhance team communication and service quality.
- Manage compliance and procedural adherence for GNA, overseeing both proprietary and partner sites in Manila.
- Compile and share weekly performance reports, identifying defaulters and collaborating with them to improve their performance.
Job Content Coach
American Express
Gurgaon
10.2023 - 02.2024
- Implemented team practice, meeting and communicated important information to players, staff and families.
- Explained goals and expectations required of trainees.
- Facilitated group discussions with trainees to ensure comprehension of process objectives.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Maintained accurate records of all process training activities including attendance and evaluation results.
Lead Customer Care Professional
American Express
Gurgaon
04.2021 - Current
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Master Customer Care Professional
American Express
Gurgaon
03.2020 - 04.2021
Senior Customer Care Professional
American Express
Gurgaon
11.2018 - 03.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Implemented best practices across all channels used for interacting with customers.
Customer Service Team Leader
iEnergizer
Noida
02.2014 - 01.2017
- Motivated teams by recognizing and rewarding excellence.
- Reviewed incoming emails and calls from customers to ensure proper resolution was provided.
- Performed root cause analysis of systemic issues affecting customers' satisfaction levels.
- Assisted with recruiting and hiring perspective candidates.
- Analyzed call volume trends and implemented strategies to improve efficiency of the team.
- Provided top quality control and eliminated downtime to maximize revenue.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Audited calls periodically to ensure adherence to company standards by all agents.
- Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assessed staffing needs based on call volume or other factors impacting workloads.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Provided guidance to customer service representatives in resolving complex customer issues.
- Encouraged team members to provide feedback on how they can better serve customers' needs.
Customer Service Representative
iEnergizer
Noida
09.2011 - 01.2014
- Answered inbound calls to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Customer Service Representative
V-Care
Noida
12.2009 - 01.2011
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Telemarketing Sales Representative
Welco Infotech
New Delhi
05.2009 - 12.2009
- Responded to prospects' questions with persuasive communication skills and in-depth knowledge of available products and services.
- Cross-sold additional products and services to purchasing customers.
- Educated potential customers on features, benefits, advantages and disadvantages of products being offered.
- Collaborated with new customers to give details about company offerings.
Skills
- Customer Service Excellence
- Performance Improvements
- Effective Communication
- Interpersonal Skills
- Problem Solving Ability
- Excel Proficiency
- Adaptability
- Leadership
- Training and Development
Achievements
- Being Best amongst the Best always feels great. I have been rewarded 9 R&R awards in past 12 months across different categories.
- Best Supervisor award for 15 months in a row while my tenure with iEnergizer.
- Annual Performer at an advisor level in the 1st year of my service with iEnergizer.
Timeline
Team Captain
American Express
02.2024 - Current
Job Content Coach
American Express
10.2023 - 02.2024
Lead Customer Care Professional
American Express
04.2021 - Current
Master Customer Care Professional
American Express
03.2020 - 04.2021
Senior Customer Care Professional
American Express
11.2018 - 03.2020
Customer Service Team Leader
iEnergizer
02.2014 - 01.2017
Customer Service Representative
iEnergizer
09.2011 - 01.2014
Customer Service Representative
V-Care
12.2009 - 01.2011
Telemarketing Sales Representative
Welco Infotech
05.2009 - 12.2009