Anurag Kumar
Ghaziabad
Summary
Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Friendly with in-depth knowledge of post office products and services. Proven record fostering positive relationships with customers. Successful in tactfully resolving issues relating to delivery, mail theft, and lost or damaged mail.
Overview
14
14
years of professional experience
1
1
Certification
Work History
CS Associate- Email VCS NA
AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED
10.2017 - Current
- Respond to customer inquiries and concerns through email communication, ensuring timely and accurate resolution.
- Demonstrated in-depth knowledge of Amazon's products, policies, and procedures to address customer queries effectively.
- Collaborated with cross-functional teams to escalate and resolve complex issues, providing seamless customer experience.
- Consistently met and exceeded performance metrics, including response time, resolution rate, and customer satisfaction.
- Excellent written communication skills with focus on clarity, empathy, and professionalism.
- Strong knowledge of Amazon's products, services, and policies.
- Proficient in using customer support tools and systems to manage and track customer interactions.
- Problem-solving skills and ability to think critically in resolving customer issues.
- Adaptability and ability to thrive in fast-paced, dynamic work environment.
- Collaborate with cross-functional teams to investigate and resolve complex customer issues.
- Consistently meet or exceed performance metrics, including response time, resolution time, and customer satisfaction.
- Utilized CRM systems and knowledge bases to access relevant information for issue resolution.
- Conducted research and collaborated with internal teams to resolve escalated customer concerns.
- Contributed to development and improvement of email response templates for efficiency and consistency.
- Participated in ongoing training programs to stay updated on product knowledge and customer service best practices.
Customer Experience Executive
Snapdeal
02.2015 - 03.2016
- Respond to customer inquiries via phone, providing technical support for mobile phones and laptops.
- Diagnose and troubleshoot hardware and software issues, ensuring timely and effective problem resolution.
- Utilize comprehensive product knowledge to guide customers through setup, configuration, and usage processes.
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
- Meet or exceed performance metrics, including call resolution time and customer satisfaction ratings.
- Stay updated on latest mobile and laptop technologies to provide accurate and up-to-date information to customers.
- Participated in training programs to stay informed about new product releases and updates.
Conference Coordinator
Airtel
04.2010 - 03.2014
- Plan and coordinate virtual conferences, webinars, and online events to facilitate effective communication and collaboration among Airtel teams and external stakeholders.
- Work closely with internal departments to understand objectives of each online event and tailor virtual experience accordingly.
- Utilize online conferencing platforms to set up and manage virtual meeting rooms, ensuring smooth and glitch-free interactions.
- Coordinate with technical support teams to troubleshoot and resolve any issues related to online conference platforms.
- Facilitate pre-event rehearsals and technical checks to ensure optimal audio and video quality.
- Provide support and guidance to presenters and participants in navigating virtual meeting tools and features.
- Collaborate with marketing and communications teams to promote virtual events and maximize attendance.
- Collect and analyze participant feedback to improve quality and effectiveness of future online conferences.
- Stay updated on latest trends and technologies in online conferencing to enhance virtual event experience.
Education
Bachelor of Informational Management - Management
Mukand Lal National College Kurukshetra University
Yamunanagar, HR2007
Central Board of Secondary Education - Commerce
JP Academy
Meerut2004
Central Board of Secondary Education -
JP Academy
Meerut, UP2002
Skills
- Exceptional written and verbal communication skills
- Proficient in using CRM systems and email management tools
- Strong problem-solving and critical-thinking abilities
- Ability to work in fast-paced and dynamic environment
- Excellent interpersonal skills and customer-centric mindset
- Detail-oriented with focus on accuracy and efficiency
- Proficient in troubleshooting hardware and software issues for mobile phones and laptops
- Ability to adapt to evolving technologies and product updates
- Ability to manage multiple online events concurrently
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Accomplishments
Achieved High Customer Satisfaction Ratings:Consistently maintained a customer satisfaction rating above 90% by resolving customer issues promptly and effectively.
Exceeded Performance Metrics:Surpassed company-set performance targets by consistently meeting or exceeding monthly goals for call resolution time and customer service quality.
Received Recognition for Exceptional Service:Recognized as "Employee of the Month" for consistently providing exceptional service and going above and beyond to meet customer needs.
Contributed to Team Success:Collaborated with team members to achieve departmental goals, leading to a 15% improvement in overall team performance metrics.
Developed and Conducted Training Programs:Created and conducted training programs for new hires, resulting in a 25% decrease in the learning curve and faster onboarding of new team members.
Enhanced Customer Feedback Processes:Implemented a customer feedback system that provided valuable insights, leading to improvements in product offerings and customer service strategies.
Certification
Amazon Customer Excellence (ACE) Certification:Completed the Amazon Customer Excellence (ACE) program, demonstrating proficiency in Amazon's customer service policies, procedures, and best practices.
Certified Customer Service Professional (CCSP):Earned the Certified Customer Service Professional (CCSP) certification, validating advanced skills in communication, problem-solving, and customer-centric service delivery.
Timeline
CS Associate- Email VCS NA
AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED
10.2017 - Current
Customer Experience Executive
Snapdeal
02.2015 - 03.2016
Conference Coordinator
Airtel
04.2010 - 03.2014
Bachelor of Informational Management - Management
Mukand Lal National College Kurukshetra University
Central Board of Secondary Education - Commerce
JP Academy
Central Board of Secondary Education -
JP Academy
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