AKASH BURNWAL
DURGAPUR, WEST BENGAL
Summary
Dynamic leader and problem-solver with a track record of enhancing customer service excellence at Flipkart - Jeeves through effective team building and innovative process improvements. Skilled in data reconciliation reporting and conflict resolution, I excel in fast-paced environments, significantly improving customer satisfaction metrics.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team Leader-Customer Support Executive
Flipkart - Jeeves
NOIDA
08.2022 - Current
- Provided detailed information about products and services.
- Resolved customer issues in a timely manner.
- Maintained accurate records of customer interactions.
- Managed customer accounts using CRM software tools.
- Created training materials for new employees in the department.
- Contributed ideas for process improvements within the team.
- Monitored customer feedback on social media platforms.
- Tracked performance metrics such as response times and resolution rates.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- I also worked as Aux TL and as well as also Aux Trainer to train new candidates for the growth and wealth of the process
Data Entry Operator
Gennes2me PVT. LTD
NEW DELHI
05.2019 - 09.2020
- Assisted with research projects by gathering, analyzing, and summarizing data.
- Evaluated new technologies and recommended improvements to current systems.
- Maintained accurate logs of all activities performed in the course of daily work.
- Verified accuracy of data entered by comparing it to source documents.
- Generated reports based on collected data for management review purposes.
- Entered numerical data into databases with speed and accuracy using 10-key pad
Education
Bachelor of Arts - B.COM WITH ACCOUNTS
KOLYALANCHAL UNIVERSITY, DHANBAD
JHANKHAND, INDIA 07-2019
Skills
- Data reconciliation reporting
- Trend detection and analysis
- Customer-facing web design
- Complaint resolution
- Test scenario engineering
- Front-end supervision
- Problem-solving abilities
- Record-keeping
Languages
Hindi
First Language
English
Proficient (C2)
C2
Odira
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Custom
- Currently working as an Aux Trainer at VCOSMOS, training new candidates for Jeeves Consumer Services process. Previously worked in process development and enhanced the refund process. Managed a single Line of Business (LOB) for the Jeeves Consumer Service (Flipkart) process for 4 to 5 months. Handled customer inquiries through various channels and managed senior escalations (Example: - Consumer Forms, LinkedIn, Facebook, Twitter, Ministerial Affairs).
Certification
- Acquired Reward and Recognition for Exemplary performance for escalation management in Vcosmos
- Received as best TL award for the best Quality shrinkage management in Ienergizer.
- Appreciation certificate received during the G.R.O.W program
Timeline
Team Leader-Customer Support Executive
Flipkart - Jeeves
08.2022 - Current
Data Entry Operator
Gennes2me PVT. LTD
05.2019 - 09.2020
Bachelor of Arts - B.COM WITH ACCOUNTS
KOLYALANCHAL UNIVERSITY, DHANBAD
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