Hariom Kumar
Ranchi
Summary
Hariom Kumar is a skilled office team Lead and Customer Support Specialist with a strong background in sales, customer support, project management, and coaching. He has held significant roles such as Back-Office Team Lead and Customer Support Specialist at Lastminute.com, where he successfully managed and motivated teams, resolved conflicts, and provided coaching and training. Hariom is experienced in addressing customer inquiries, resolving complaints, and providing end-to-end service. He has a proven track record of analyzing and reporting product malfunctions, updating databases, and monitoring customer feedback on social media. His expertise in destination management and leisure travel operations further highlights his ability to handle complex customer needs. Hariom holds a BBA in Tourism Management and a High School Diploma. He is seeking opportunities to utilize his skills and contribute to the success of a dynamic organization.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Back-office Team Lead
Lastminute.com
Bangalore
05.2022 - Current
- Encourage creativity and risk-taking
- Listen to team members’ feedback and resolve any issues or conflicts
- Discover training needs and provide coaching
- Motivate team members
- Oversee day-to-day operation
- Delegating tasks
- Managing project progress
- Customer Management.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Designed strategic plan for component development practices to support future projects.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Directed and supervised team of 20 engaged in
Customer Support Specialist
Lastminute.com
Bangalore
11.2021 - 05.2022
- Provides end-to-end service
- Addressing inquiries
- Resolving complaints
- Responding to customer queries in timely and accurate way, via phone, email or chat
- Identifying customer needs and helping customers use specific features
- Analyzing and reporting product malfunctions
- Update internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to assist! Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers
- Gather customer feedback and share it with Product, Sales, and Marketing teams! Assist in training junior Customer Support Representatives.
- Served customer account and technical needs across 50 daily calls, consistently meeting productivity and quality targets
Sales Executive
CRO WEBSELL
Bangalore
12.2020 - 07.2021
- Leads conversion
- Responsible for Corporate and Travel Agent Room Sales for hotel End to end customer support
- Managing costing and itinerary planning for leisure passengers
- Clear understanding of hotel's business strategies then set goals and determine action plans to meet those goals
- Update action plans and financial objectives quarterly
- Identify new markets and business opportunities and increase sales
- Contacting clients via emails, phone and/or video calls.
Associate - Destination Management
Lastminute.com
Bangalore
12.2019 - 06.2020
- Leads conversion
- Holiday package specialization End-to-end customer support
- Managing costing and itinerary planning for leisure passengers
- Overseeing leisure travel-related operations and services to customers before and during their travel
- Handling leisure travel-related complaints and feedback from customers and taking appropriate steps to rectify and improve them
- Handled various operations and refunds to support Central Reservation Team for various
- European markets during emergency cancellations of airlines due to
Sales and Operations Executive
Jai Tours and Travels Pvt Ltd
Ranchi
12.2018 - 11.2019
- Strong analytical and problem-solving skills with ability to collect, analyze, and interpret complex data.
- Excellent organizational and time management skills, with ability to prioritize tasks and meet deadlines in fast-paced environment.
- Proficient in using CRM systems and sales tools, with ability to leverage technology to improve sales processes and efficiency.
- Strong communication and interpersonal skills to effectively collaborate with team members and stakeholders at all levels.
- Attention to detail and ability to maintain accurate records and reports.
- Marketed new products and integrated sales strategies into promotional operations to drive brand recognition.
Internship In Front Office
Sterling Mac Resort
Bangalore
06.2017 - 12.2017
- Analyzed problems and worked with teams to develop solutions
- Participated in workshops and presentations related to projects to gain knowledge
- Maintained accurate records and documentation of projects to inform stakeholders of progress and updates
- Collaborated with senior management on new initiatives to build confidence
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures
- Maintained database systems to track and analyze operational data
Education
BBA Tourism Management - BBA in Tourism And Hostility
Kazi Nazrul University
Durgapur 08.2015 - 07.2018
High School Diploma -
Shardhanand Bal Mandir
Ranchi 03.2014 - 03.2015
Skills
Email Communicationundefined
Attributes
05/09/97, Indian, Married, Workout in the Gym, Book Reading, Bike Riding, Travelling
Personal Qualifications
- BBA Tourism Management, 08/01/15, 07/01/18
- High School Diploma, 03/01/14, 03/01/15
Timeline
Back-office Team Lead
Lastminute.com
05.2022 - Current
Customer Support Specialist
Lastminute.com
11.2021 - 05.2022
Sales Executive
CRO WEBSELL
12.2020 - 07.2021
Associate - Destination Management
Lastminute.com
12.2019 - 06.2020
Sales and Operations Executive
Jai Tours and Travels Pvt Ltd
12.2018 - 11.2019
Internship In Front Office
Sterling Mac Resort
06.2017 - 12.2017
BBA Tourism Management - BBA in Tourism And Hostility
Kazi Nazrul University
08.2015 - 07.2018
High School Diploma -
Shardhanand Bal Mandir
03.2014 - 03.2015
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