Ashok Kumar
Chennai
Summary
Solutions-driven professional having experience in the development, documentation and delivery of process innovations driving the attainment of business goal. Excelling in mapping business requirements for process enhancements & translating these requirements into functional specifications. Evaluating technical resources for addressing business objectives Contributing to development of standards and changes to systems/applications. Worked in various leadership roles, managing resources and promoting their career growth; recognized for building high-performance teams from a start-up to a high-performing state
Overview
10
10
years of professional experience
Work History
Senior Customer Support Associate
Groupon shared services
Chennai
01.2023 - Current
- Working as a Customer Service Representative plays a vital role in directly impacting the reputation of Groupon by providing one-to-one support to our subscribers via email and chat to address any questions or concerns with their Groupon experience. My role involves handling clients inquiries through various channels, including support tickets, live chat, emails, and phone calls. Individuals who thrive in our CS team are web savvy and have high degrees of empathy, and resourcefulness.
- Expert Guidance: Provided specialized knowledge in customer queries to support internal teams, enhancing product offerings and merchant services.
- Training & Development: Developed and delivered training materials and workshops for staff and merchants, fostering a deep understanding of best practices and platform features.
- Quality Assurance: Conducted regular audits and reviews of processes and merchant interactions to ensure compliance with company standards and policies.
- Problem Solving: Acted as a key resource for complex inquiries, troubleshooting issues and providing solutions to enhance merchant and customer satisfaction.
- Key Result Areas:
- Ticket Management:
- - Address and manage support tickets promptly, adhering to established Service Level Agreements (SLAs).
- - Troubleshoot and resolve issues related to forum and chat room functionalities/services.
- - Document and escalate complex issues to the appropriate teams. - Follow-up with the clients with the timely basis.
- Live Chat Support:
- - Provide real-time assistance to customers via live chat.
- - Address and resolve client/customer queries related to the forum and chat room services.
- - Maintain a high level of professionalism and empathy during interactions.
- - Collect the related details from the clients or customers to create a ticket to escalate it to the appropriate teams.
- Phone Support:
- - Handle only 10% or 20% of inbound and outbound customer support calls. - Assist clients with inquiries and issues related to the forum and chat room. - Follow-up with the clients over phone if neccessary.
- - Provide clear and concise information and solutions over the phone.
- - Client Interaction:
- - Offer detailed and accurate information regarding product features, issues, and resolutions.
- - Maintain a positive and supportive attitude in all clients interactions.
- - Schedule virtual meetings with clients as needed to understand complex issues or gather additional details required to replicate reported problems.
- - Follow up with clients to ensure issues are fully resolved and satisfaction is achieved.
- Documentation and Reporting:
- - Update the relevant spreadsheets with any new feature requests from clients.
- - Create support articles as directed by the team leader or higher management.
- - Notify the Team Leader or Higher Management of recurring issues or potential areas for improvement identified during support interactions.
- - Coordinate with team members and other departments if necessary to ensure comprehensive support and resolution for client issues.
- - Stay up-to-date with product knowledge, updates, and industry trends to effectively assist clients.
Customer Quality Analyst
Nspira Management Services Pvt Ltd
Chennai
06.2022 - 01.2023
- Working as as Customer quality analyst to evaluating and identifying key behaviours of the staff and defects that drive and improve customer experience.
- Key Result Areas:
- Understanding Client P&Ps and auditing calls based on guidelines
- Record audit findings and prepare audit reports and circulate quality dashboard
- Identifying top error contributors and categories
- Organize Quality review meeting and quality briefings to update associates on any quality issues
- Handling Feedback sessions efficiently
- Periodic knowledge calibration with client or SME
- Call Monitoring using Nspira applications /Floor troubleshooting and if required get queries clarified with the staff.
- Liaison with other functions and ensure smooth working relations
- Analyse internal/client error feedbacks and share the details
- Organize meeting, quality briefings to update associates on any quality issues
- Floor Walk and support associates to resolve issues
Senior Associate in Operations
Vara Infravate Pvt Ltd.
Chennai
12.2018 - 09.2021
- Worked as a senior associate in Admin & operations taking care of Chennai location. I am the one who is responsible for Chennai, kattupalli & Ennore port operations. Our company taking a Logistics data bank project(DLDS) from NEC corporation. This project comes under the central government of India.
- Key Result Areas:
- Engaging business analysis sessions for understanding processes and mapping them to required business standards
- Sound knowledge of the document management systems
- Evaluating business process and comparing the actual data to forecasted values
- Directing market research projects and gathering intelligence on current industry, technology, and consumer trends.
- Steering efforts in developing statistical and financial models for forecasting and reporting
- Working with cross-functional teams to support the data collection process.
- Executing priority projects with direction.
- Rendering working knowledge of various applications used within the business environment.
- Acts as team member by providing information, analysis and recommendations in support of team efforts.
- Ascertaining the specific training needs of subordinates and accordingly arranging training programs for improving learning curve.
- Managing a team of 10-12 document specialists in a shift (Provides back-up support to peers, provide training to more junior employees as requested, Forecasts potential issues, takes on special assignments/projects as requested).
- Responsibilities:
- 1.Tracking a container with RFID Mapping
- 2.Manpower handling and supervising
- 3. Data analysis
- 4.Report generation.
- 5.Installing and maintain our reader which are located in Chennai.
- 6.Supports to develop and testing our application which is used to track the containers
- 7.service our device and readers.
- 8.Client service interaction
- 9. Train workers in job duties, safety procedures and company policies
- 10. May perform the same duties as workers supervised.
Process Associate
Barclays Global Service
Chennai
06.2017 - 12.2018
- Worked as a process Associate in Banking domain which deals with customer complaints.
- Key Result Areas:
- Analyzing and translating customer requirements
- Expertise in data extraction techniques using Excel and other tools.
- Reviewing, refining and finalizing the presentations that will be shared with the Client Executive Steering committee.
- Focused on improving efficiency and productivity with the aim of exceeding service levels and maximizing customer satisfaction.
- Maximized service delivery standards through coordination of cross functional activities of the frontline delivery department and other departments of the organization.
- Worked in a flexible work schedule, including weekends, extended hours and overtime as the workflow dictates.
- Responsibilities:
- 1.Good Knowledge in claims
- 2.Working in banking application application like Triumph/Repond/Gateway and many more
- 3.Have a good knowledge in MS-Excel
- 4.Support the team in various adhoc tasks and activities assigned to the group.
- 5. Effectively address client queries with timeliness and accuracy.
- 6.Understand the client requirements and ensureffect business delivery is achieved.
- 7.Contribute towards process improvement ideas on productivity,accuracy & turnaround time.
Admin Executive
Agni Die Castings
Chennai
08.2015 - 06.2017
- Working as a Admin Executive. I am the one who is responsible for All company activities. Participate in all company related in activities.
Education
MCA -
Sri Sairam Engineering College
01.2015
Bsc - C.S
Mar Gregorios College
01.2012
XII - HSC
Thiru.vi.ka Higher secondary school
01.2009
X - SSLC
Sir M.Ct.M Higher secondary School
01.2007
Skills
Customer support
Declaration
I Ashok kumar, Hereby Declare that the above provided information are correct to the best of my knowledge
Timeline
Senior Customer Support Associate
Groupon shared services
01.2023 - Current
Customer Quality Analyst
Nspira Management Services Pvt Ltd
06.2022 - 01.2023
Senior Associate in Operations
Vara Infravate Pvt Ltd.
12.2018 - 09.2021
Process Associate
Barclays Global Service
06.2017 - 12.2018
Admin Executive
Agni Die Castings
08.2015 - 06.2017
Bsc - C.S
Mar Gregorios College
XII - HSC
Thiru.vi.ka Higher secondary school
X - SSLC
Sir M.Ct.M Higher secondary School
MCA -
Sri Sairam Engineering College