Deepak Kumar
Hisar,HR
Summary
Experienced Customer Support & Operation Executive with 6+ years of expertise in customer service, operations, and relationship management. Known for efficiently assisting customers with orders, returns, and inquiries via email and chat support. Highly skilled in conveying information, handling online registrations, and processing orders. Expert in managing complaints, coordinating with warehouse and courier teams, and maintaining high service awareness. Proficient in managing returns/exchanges, addressing product inquiries, and fostering strong customer relationships. Proven track record of revenue generation and executing promotional offers. Experienced in vendor identification, escalation call handling, and social media management. Dedicated professional with exceptional flexibility, adaptability, and a proactive approach to surpass targets and drive business growth. Driven [Desired Position] with a history of leading high-impact initiatives and optimizing business processes. Adept at fostering strategic partnerships and guiding cross-functional teams to achieve organizational goals. Demonstrated ability to leverage critical thinking and problem-solving skills for innovation and growth.
Overview
8
8
years of professional experience
Work History
Senior Executive- Customer Support & Operations
DailyObjects
02.2023 - 10.2024
- Assist customers with order and return inquiries through email and chat support
- Ensure prompt and accurate communication of order-related information to customers
- Aid customers in online registration and order processing
- Handle customer complaints and escalations in a professional and efficient manner
- Collaborate with warehouse teams to resolve order-related issues
- Liaise with courier companies to address customer concerns regarding orders and returns
- Maintain a consistently high level of service awareness, managing all aspects of returns and exchanges
- Provide detailed product information and customer support to enhance customer satisfaction
- Cultivate and nurture strong customer relationships through proactive engagement
- Monitor and manage social media channels to address customer inquiries and feedback
- Identify and report on trends in customer feedback to drive continuous improvement
- Assist in the development and implementation of customer service policies and procedures
- Train and mentor junior customer support staff to ensure high standards of service delivery
- Track and report on key performance indicators (KPIs) related to customer support activities
- Contribute to the overall improvement of customer support processes and systems
Executive – VAS & Operations
Emoha Elder Care
09.2021 - 01.2023
- Successfully launched and managed two new desks, Manpower and Travel, resulting in a substantial monthly revenue increase of 5 million
- Proficiently handled escalation calls related to support, service requests, and medical emergencies
- Executed ongoing promotional offers targeting elders and their Next of Kin (NOK), contributing to significant revenue growth
- Identified and onboarded new vendors in the market, diversifying business operations
- Coordinated efficiently with NOK and elders to address their service requests promptly, ensuring timely completion
- Served as the Online Reputation Management (ORM) focal point across all company platforms, continuously monitoring the company's public relations
- Arranged and facilitated services such as Manpower Care Buddy and Financial Planning for elders
- Collaborated closely with the Operations team to ensure smooth and efficient processes
- Focused on strategic planning to enhance and optimize company revenue
- Consistently achieved performance targets set by the management
- Managed all manpower-related requests from elders
- Organized and fulfilled various handyman-related requests from both elders and office needs
- Played a pivotal role in expanding the revenue of the Value-Added Services (VAS) team from 2.5 Lacs to 20 Lacs per month
- Addressed and resolved social media requests and complaints about the company's services and products
- Trained and mentored junior staff, ensuring high standards of service delivery
- Analyzed customer feedback to identify trends and areas for improvement, contributing to the development of customer service policies
- Developed and implemented customer service policies and procedures to enhance service delivery
- Monitored key performance indicators (KPIs) related to customer support activities and provided detailed reports to management
- Enhanced operational productivity and customer satisfaction by implementing efficient processes
Relationship Manager – Customer Support
Policy Bazaar Insurance Web Aggregator
05.2020 - 08.2021
- Handled customer escalations related to various aspects, including service, product, counteroffers, medical concerns, and other raised requests
- Established and maintained a direct link between the company and its customers
- Served as a consultant for customers needing expert advice when purchasing term insurance plans
- Demonstrated flexibility by adapting to changing demands and promptly responding to internal and external communication
- Complied with and actively supported company policies and practices
- Assisted customers in selling various term insurance plans over the phone
- Achieved and maintained high productivity standards while working with speed and accuracy
- Understood customer requirements and effectively closed sales transactions
- Provided support to customers regarding documentation and medical inquiries
- Facilitated the final decision-making process for term insurance applications submitted by customers
- Coordinated between customers, Policy Bazaar, and insurers to ensure seamless interactions and transactions
- Responsively handled customer calls, emails, tickets, and queries
- Developed a deep understanding of products and effectively conveyed product information to prospective customers
- Consistently met and exceeded performance targets as assigned periodically
- Ensured timely and effective responses to all internal communication channels
- Conducted regular follow-ups with customers to ensure their needs were met and issues resolved
- Generated detailed reports on customer interactions and provided insights for process improvements
- Trained new hires on customer service protocols and product knowledge
- Participated in team meetings and provided input to enhance service strategies
- Utilized CRM software to track customer interactions and manage data efficiently
- Contributed to the development and refinement of customer service procedures and policies
Executive – Pre & Post Sales
Aditya Infotech Limited
08.2017 - 03.2020
- Managed the second tier of incidents and escalations directly received at the CP PLUS Corporate Office through emails and calls
- Adopted a proactive stance in identifying and engaging CP PLUS partners to cultivate enduring business alliances
- Conducted periodic assessments and evaluated partners' advancements
- Sustained the requisite volume of high-quality outbound calls to reach potential contacts
- Collaborated with the sales team to set performance objectives and growth strategies for each partner, conducting quarterly business appraisals to monitor and offer feedback on progress towards targets
- Oversaw customer sales inquiries, addressed issues, and provided post-sale support
- Maintained consistent communication with partners, both current and prospective, regarding new products and initiatives
- Detected and resolved obstacles impeding the business relationship between Aditya and channel partners
- Delivered timely solutions to customer queries and challenges
- Coordinated with higher-tier teams for customer support and issue resolution
- Provided product details and assistance to customers
- Supervised a team responsible for customer relationship management and incident handling
- Formulated, tracked, and fostered business growth from channel partners, dealers, and distributors within the designated region
- Established and nurtured connections with prior and new clients and customers
- Explored opportunities for expanding business in the local market for security products, including CCTV cameras, DVR/NVR systems, Video Door Phones, Bio-Metric Machines, Electronic Door Locks, and related offerings
- Conducted market research to identify new business opportunities and trends
- Developed marketing strategies to promote new products and services
- Organized and participated in industry events to showcase company products and network with potential clients
- Managed inventory levels to ensure product availability for customers
- Monitored competitor activities and developed strategies to stay ahead in the market
- Provided training and support to partners and dealers on product features and sales techniques
- Implemented customer feedback to improve products and services
Executive – Customer Support
Cogent E-Services Pvt Ltd
01.2017 - 08.2017
- Addressed dissatisfied and irate customers on the escalation desk, ensuring prompt resolution of their concerns
- Interacted with customers and engaged with clients to build strong relationships and ensure customer satisfaction
- Collected feedback from customers to identify areas for improvement and enhance service quality
- Identified errors in service requests and took corrective actions to prevent recurrence
- Provided detailed explanations and solutions to customer issues, ensuring clarity and understanding
- Coordinated with internal teams to resolve complex customer problems efficiently
- Maintained accurate records of customer interactions and escalations for future reference
- Trained and mentored junior staff on handling escalations and customer interactions
- Monitored and reported on escalation trends to identify common issues and propose improvements
- Developed and implemented strategies to improve customer satisfaction and reduce escalations
- Handled high-pressure situations calmly and professionally, ensuring a positive customer experience
- Participated in team meetings to discuss escalation cases and share best practices
- Assisted in the development and refinement of escalation handling procedures and policies
- Provided regular updates to management on escalation cases and resolutions
Education
Bachelor of Commerce -
Himalayan University
Itanagar, Arunachal Pradesh07.2018
Skills
- Communication Skills
- Problem-Solving
- Customer Relationship Management
- Time Management
- Technical Proficiency
- Product Knowledge
- Conflict Resolution
- Empathy
- Adaptability
- Multitasking
- Attention to Detail
- Team Collaboration
- Organizational Skills
- Analytical Skills
- Leadership
- Productivity Tools
- Feedback Implementation
- Customer Service Orientation
- Cultural Sensitivity
- Client relationships
- Relationship building and management
- Executive support
- Client engagement
- Mail handling
- Cash handling
- Client account management
- Customer retention
Activities
- Reading Books
- Environmental conservation
- Travel
Languages
Hindi
Native language
English
Advanced
C1
Timeline
Senior Executive- Customer Support & Operations
DailyObjects
02.2023 - 10.2024
Executive – VAS & Operations
Emoha Elder Care
09.2021 - 01.2023
Relationship Manager – Customer Support
Policy Bazaar Insurance Web Aggregator
05.2020 - 08.2021
Executive – Pre & Post Sales
Aditya Infotech Limited
08.2017 - 03.2020
Executive – Customer Support
Cogent E-Services Pvt Ltd
01.2017 - 08.2017
Bachelor of Commerce -
Himalayan University
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