Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Timeline
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Harsh Kumar Vats

Faridabad

Summary

Dynamic Customer Assurance Executive with a proven track record at Admiral Solutions EUI Ltd, excelling in escalation management and process improvement. Adept at fostering cross-functional collaboration and enhancing customer satisfaction through effective resolution strategies. Skilled in technical support and relationship management, consistently driving positive outcomes and elevating service quality.

Overview

7
7
years of professional experience

Work History

Customer Assurance Executive

Admiral Solutions EUI Ltd
Gurgaon
02.2020 - Current
  • Managed escalation cases to ensure timely resolution of customer issues.
  • Collaborated with cross-functional teams to address complex service problems.
  • Facilitated communication between customers and internal departments for effective resolution.
  • Documented escalation procedures to enhance team knowledge and efficiency.
  • Conducted regular follow-ups with customers to ensure satisfaction after issue resolution.
  • Maintained a high level of quality assurance throughout the escalation process.
  • Recommended process improvements based on analysis of escalated cases and outcomes.
  • Investigated customer complaints and identified root cause of the issue.
  • Monitored ongoing escalations for resolution progress.
  • Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
  • Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
  • Interfaced with internal departments to ensure timely resolution of escalated cases.
  • Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.
  • Utilized various software programs such as Genesys, Verint, Avaya softphone, Guidewire policy center and claim center to track escalations and document resolutions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Researched, analyzed, and resolved complex customer inquiries.

Customer Support Specialist

Concentrix India
Gurgaon
08.2018 - 01.2020
  • Assisted customers by providing real-time support through chat platforms.
  • Resolved customer inquiries using company knowledge base and resources.
  • Documented customer interactions accurately in CRM systems.
  • Escalated complex cases to relevant departments for further assistance.
  • Provided timely, accurate and professional customer service to all clients.
  • Handled escalated customer complaints in an appropriate manner.
  • Informed customers about new products and services as well as updates related to existing ones.
  • Assisted customers with technical issues on a wide range of products and services via live chat.
  • Maintained records of customer interactions and transactions accurately in the database system.
  • Utilized various software programs such as CRMs and ticketing systems to provide support.
  • Adhered strictly to company policies while dealing with difficult situations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Mentored junior team members and managed employee relationships.
  • Strengthened customer retention by offering discount options.

Education

Bachelor of Computer Applications - Information And Computer Systems

IMS NOIDA
NOIDA
05-2018

High School Diploma -

ST THOMAS SR SEC SCHOOL
SECTOR 8 FARIDABAD
05-2015

Skills

  • Escalation management
  • Process improvement
  • Customer satisfaction
  • Technical support
  • Cross-functional collaboration
  • Relationship management

Accomplishments

  • Best employee of the year
  • Most efficient handler of the month
  • Best-rated advisor of the month

Languages

Hindi
First Language
English
Advanced (C1)
C1

References

References available upon request.

Timeline

Customer Assurance Executive

Admiral Solutions EUI Ltd
02.2020 - Current

Customer Support Specialist

Concentrix India
08.2018 - 01.2020

Bachelor of Computer Applications - Information And Computer Systems

IMS NOIDA

High School Diploma -

ST THOMAS SR SEC SCHOOL

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Harsh Kumar Vats