Arul Kumar
Bengaluru
Summary
Results-driven professional with expertise in escalation handling and sales conversions. Skilled in building relationships and enhancing customer satisfaction in dynamic environments. Proven track record of achieving sales targets and improving client retention rates.
Overview
9
9
years of professional experience
Work History
Inbound Sales Representative
J2W Contractor for Accenture
Bengaluru
11.2023 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Collaborated with cross-functional teams to address complex service issues.
- Explained plans, contracts, charges, and service changes clearly to customers, ensuring transparency and understanding.
- Acted as a single point of contact for unhappy or high-risk customers, ensuring regular updates, and clear timelines.
- Converted inbound inquiries into paid subscriptions and upsells by aligning product capabilities with customer pain points.
- Resolved 75% of escalations within SLA, and maintained a CSAT score of 80%+.
Student Success Specialist
THINK AND LEARN PVT. LTD
Bengaluru
04.2021 - 09.2023
- Taking inbound calls and arranging outbound calls to provide comprehensive support services, encompassing the career and personal goals of students.
- I have handled escalations and gone the extra mile to resolve the customer's issue, henceforth maintaining an average of 85% FTR.
- On average, I handled 100 to 150 calls with an IVR transfer rate of 90%, while maintaining an average CSAT of 92%.
- Hands-on experience with CRM tools: Salesforce, Leadsquared, Freshdesk.
- Hands-on experience with OMS tools: UxOs, Uxachieve, OrderHive.
- Managing the pilot program, Hello English Byju's, by monitoring calls.
- Taking inbound calls, arranging outbound calls, providing live chat assistance, and assisting with retention and cancellation.
Front Office Staff, Front Office Associate
Shangri-La Hotel
Bengaluru
10.2020 - 03.2021
- Managed administrative duties, ensuring efficient operations and timely execution of tasks.
- Handled customer calls, addressing inquiries and providing effective issue resolutions.
- Demonstrated strong problem-solving skills to navigate challenges and improve service quality.
Front Office Associate
Le Meridien Hotel
Bengaluru
06.2017 - 10.2019
- Processed guest check-ins by confirming reservations and activating room keys while assisting guests.
- Generated daily reports on arrivals, departures, bill adjustments, and accurate account setups for each guest.
- Achieved Employee of the Month award for outstanding service and performance.
Education
Bachelor of Science - Hospitality And Tourism
Indira Gandhi National Open University
07.2017
GED -
KV NAL
04.2014
Skills
- Escalation handling
- Relationship building
- Communication skills
- Sales conversion
- Administrative expertise
Languages
Kannada, English, Tamil, Hindi
Timeline
Inbound Sales Representative
J2W Contractor for Accenture
11.2023 - Current
Student Success Specialist
THINK AND LEARN PVT. LTD
04.2021 - 09.2023
Front Office Staff, Front Office Associate
Shangri-La Hotel
10.2020 - 03.2021
Front Office Associate
Le Meridien Hotel
06.2017 - 10.2019
Bachelor of Science - Hospitality And Tourism
Indira Gandhi National Open University
GED -
KV NAL