Abhishek Kumar
Mihijam
Summary
Motivated and detail-oriented professional seeking a challenging position in the field of quality management. With a passion for ensuring excellence and a solid foundation in quality principles, I am dedicated to driving continuous improvement and delivering superior products/services.
Experienced with providing top-notch support and resolving customer concerns promptly. Utilizes strong communication skills and solutions-oriented approach to improve client satisfaction. Knowledge of managing multiple tasks and adapting to changing priorities.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Customer Support Associate
Tech Mahindra
07.2025 - Current
- Resolved customer inquiries through effective communication and troubleshooting techniques.
- Collaborated with cross-functional teams to enhance customer satisfaction and streamline support processes.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Adapted quickly to new product features and updates to provide informed support.
- Conducted follow-up communications to ensure resolution and customer satisfaction.
- Identified recurring issues and proposed solutions to enhance service efficiency.
- Provided feedback to management on customer trends and potential service improvements.
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Answered customer telephone calls promptly to avoid on-hold wait times.
QUALITY ANALYST
FUSION BPO Services
10.2022 - 02.2024
- Highly motivated and detail-oriented Quality Analyst with over 1 year of experience seeking a challenging position in a dynamic organization. Committed to ensuring product and service excellence through comprehensive analysis and implementation of quality control processes. Skilled in identifying areas of improvement and developing effective solutions to enhance overall operational efficiency.
- Conducted quality assurance testing for software applications to ensure functionality and performance.
- Collaborated with cross-functional teams to identify and resolve defects in products.
- Monitored and reported on quality metrics to drive continuous improvement initiatives.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
Customer Service Representative
Fusion BPO Services
03.2022 - 10.2022
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed high-volume calls, providing accurate information and support.
- Documented customer interactions in CRM system, ensuring data accuracy.
- Assisted in training new team members on customer service protocols.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
Diploma - Mechanical Engineering
ABS ACADEMY of Durgapur
01.2019
Skills
Quality Scorecards and Metrics
Quality Monitoring and Evaluation
Compliance and Regulatory Knowledge
Root Cause Analysis
Documentation and Reporting
Process Improvement
Accomplishments
- Exceeded Quality Target: Led a team of quality analysts to consistently achieve a quality rating of 95% or higher of the team. This resulted in improved customer satisfaction and strengthened client relationships.
- Participated in school or college public speaking competitions, enhancing presentation skills, confidence, and the ability to articulate ideas effectively.
- Cricket Team Captain: Served as the captain of the school cricket team, leading the team to multiple victories and successful performances in inter-school tournaments.
Timeline
Customer Support Associate
Tech Mahindra
07.2025 - Current
QUALITY ANALYST
FUSION BPO Services
10.2022 - 02.2024
Customer Service Representative
Fusion BPO Services
03.2022 - 10.2022
Diploma - Mechanical Engineering
ABS ACADEMY of Durgapur