Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Anand Kumar

Anand Kumar

Noida

Summary

Experienced customer care executive in technical support. Effective contributor to ongoing systems and procedural development dedicated to providing expert guidance towards incessant growth. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Subject Matter Expert

Ienergizer
Noida
04.2023 - 03.2024
  • Provided subject matter expertise and guidance to cross-functional teams in the development of new process.
  • Analyzed existing processes and procedures to identify opportunities for improvement or cost savings initiatives.
  • Mentored junior staff members on best practices related to product design and implementation strategies.
  • Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
  • Researched emerging issues in order to develop innovative solutions that addressed business needs.
  • Reviewed product specifications prior to launch in order to ensure accuracy of data points across all channels of distribution.
  • Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
  • Identified key performance indicators and guided team members on refining procedures to improve outcomes.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.

Team Leader

Ienergizer
Noida
09.2021 - 03.2023
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Created training materials and conducted group trainings on new processes or procedures.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Established clear expectations for employees, providing guidance when needed.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Analyzed data from various sources to identify areas of improvement in the department's operations.

Customer Care Executive

Ienergizer
Noida
01.2017 - 08.2021
  • Provided customer service by responding to chats and email, and in-person inquiries in a timely manner.
  • Developed and maintained relationships with customers to ensure their satisfaction.
  • Investigated customer complaints and provided solutions within acceptable time frames.
  • Resolved billing issues and disputes through effective problem solving techniques.
  • Assisted customers with product selection based on individual needs.
  • Processed orders, returns, exchanges, and refunds efficiently according to company policies.
  • Monitored customer trends to identify potential issues or opportunities for improvement.
  • Communicated new products and services information to existing customers via email campaigns.
  • Identified cross-selling opportunities while interacting with customers.
  • Provided technical assistance related to product installation or operation when needed.

Education

Bachelor of Science - Computer Science

RPIIT College
Karnal
07-2014

High School Diploma -

MHS College
Patna
04-2009

Skills

  • Research capabilities
  • Training and mentoring
  • Strategic Thinking
  • Strong analytical skills
  • Issue Research
  • Reliability
  • Excellent Communication
  • Relationship Building
  • Problem-solving abilities
  • Improvement plan knowledge
  • Teamwork and Collaboration
  • Time Management
  • Adaptability and Flexibility
  • Multitasking

Languages

Hindi
First Language
English
Upper Intermediate (B2)
B2

Certification

  • Microsoft.Net Level 1 Programming from Appin Technology Lab, Patna.

Timeline

Subject Matter Expert

Ienergizer
04.2023 - 03.2024

Team Leader

Ienergizer
09.2021 - 03.2023

Customer Care Executive

Ienergizer
01.2017 - 08.2021

Bachelor of Science - Computer Science

RPIIT College

High School Diploma -

MHS College

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Anand Kumar