Anil Kumar

• Resolved UK customers, clients, solicitors queries daily via email efficiently.
• Identified areas for improvement in the process, provided feedback which got implemented and it increased the Net Promoter Score (NPS) by 10%.
• Assisted customers in Direct Debit set up for contractual monthly payment collection. Applied BACS and CHAPS payments in the customer mortgage account.
• Provided Valuation and Final redemption statements to the solicitors and customers.
• Acted as a process SME and managed additional responsibilities by providing extended support to the team members.

Lead Merchant Operation Representative ( July 2017-November 2022)

• Assisted USA, Canada, Ireland, Australia, New zealand merchants to launch campaigns on Groupon website to promote sales and grow business.
• Resolved merchants queries related to payments, account management and technical issues via live chat and email.
• Assisted merchants in editing campaign i.e image change, title change, Nutshell
• Achieved MSAT, Quality, Productivity metrics by providing exceptional merchant service and won many Gold/Silver/Bronze awards on the monthly basis.

Customer Operation Representative ( August 2013-July 2017)

• Resolved customer queries regarding orders shipment status, refunds and cancellation, exchange and replacement, discount and promotion via email and chat.
• Resolved customer queries regarding getaways/travel deals.
• Achieved customer satisfaction ( CSAT) consistently and got recognized for customer service.

• Resolved customer queries daily via email and chat in timely and courteous manner.
• Decreased policy cancellation by 12% through reconciliation of billing issues.
• Handled escalated complaints with 100% accuracy.