Alok Kumar

• To study travelers' preferences and habits to help organizations target their advertising and services.
• Handle client overbooking, pre-booking, and post-booking issues.
• Maintaining our stakeholders, homeowners, for a streamlined revenue process.
• Coordination between all departments, from finance to booking to maintenance, is essential to ensure our clients a safe and pleasant holiday experience, with strict customer and quality standards.
• Understood and negotiated needs of various stakeholders, controlling changes to minimise scope creep and cost overruns.
• Organised all holiday matters from beginning to end, including booking tickets and accommodation and securing rental transportation.
• Managed cross-functional teams, fostering collaboration and effective communication to achieve project goals.

• Handling Clients of Verizon Wireless Via chat, Specially Level Two Tech Support.
• Developed and maintained comprehensive FAQs and troubleshooting guides for user self-service.
• Liaised with external vendors to resolve technical issues that required specialised knowledge or parts.
• Organised and led weekly team meetings to review outstanding issues and share best practice techniques.
• Negotiated service level agreements with suppliers to guarantee timely support and maintenance services.

• Handling COMCAST clients for Retention plus sales of new Products as well as Solving all general queries via chat and email.
• Provide real-time support to customers through chat for Comcast Xfinity products and services, including internet, TV, voice, and mobile.
  
  Resolve customer inquiries related to billing, technical troubleshooting, account management, and service upgrades/downgrades.
  
  Use advanced diagnostic tools and resources to identify and resolve complex technical issues efficiently.
  
  Handle escalated or high-priority cases, ensuring timely resolution and superior customer satisfaction.
  
  Guide customers through self-service options, product features, and new service activations.
  
  Collaborate with cross-functional teams (technical, billing, sales) to provide seamless customer support

Monitor, track, and analyze media coverage across traditional and digital platforms to assess brand visibility and sentiment.

Collect, organize, and interpret media data from multiple sources, including news outlets, social media, and industry reports.

Perform both quantitative and qualitative analysis to identify patterns, emerging trends, and consumer behaviors.

Prepare detailed research reports, dashboards, and presentations for marketing, communications, and corporate stakeholders.

Provide actionable insights and recommendations to improve media strategies, campaign performance, and brand positioning.

Use media monitoring and analytics tools (e.g., Meltwater, Cision, Google Analytics, social listening platforms) to generate insights.

• Served as a process associate at Sprint Telecom chat process
• Analysed operational improvements against KPIs to measure progress.
• Spearheaded the integration of new analytical tools, enhancing team capabilities.
• Evaluated customer feedback to identify areas for product and service improvement.
• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

• To provide first line of communication to online customers of AT&T client of Convergys Answering customers' questions chatting online and providing assistance to them in buying process but the main role was to solve their querries on network plan device and troubleshooting
• Handling a team at the absence of Team leader
• Supporting new batches and teams on product knowledge.