Kamal kumar G

Customer Support Executive

Gameskraft

Bangalore

01.2023 - Current

Company Overview: Rummy Time, Rummy Prime, Rummy Culture
Delivered exceptional multi-channel customer support (Inbound, Outbound, and Email) for three of India’s leading online rummy platforms — maintaining high satisfaction ratings (CSAT) and promoting user retention in a highly competitive real money gaming industry.
Consistently achieved First Contact Resolution (FCR) rates above 86%, showcasing a strong ability to resolve customer issues efficiently without the need for follow-ups.
Resolved a wide range of user concerns including account issues, game mechanics, withdrawals, KYC verification, and transaction disputes, ensuring timely and empathetic responses aligned with company SLAs.
Demonstrated strong communication and problem-solving skills, handling 100+ customer interactions per day while maintaining accuracy, empathy, and brand integrity.
Collaborated cross-functionally with the Product, Risk, Tech teams and escalated high-priority user issues for resolution.
Proactively identified and flagged fraudulent activity and misuse of platform services, contributing to a safer, more trustworthy gaming environment.
Handling distress customer calls to provide moral support and supporting customers through difficult or emotional calls.
Rummy Time, Rummy Prime, Rummy Culture
Key Tools & Platforms: CRM Systems, Databricks, Freshdesk, Ticketing Tools, Microsoft Office Suite, Internal Gaming Admin Tools.
Key Achievements: Promoted to handle Rummy Prime and Rummy Culture alongside Rummy Time after strong performance during training and initial reviews.
Gained deep insight into different customer personas, allowing for faster resolutions and more personalized support.
Recognized for reliability and adaptability in managing multi-platform queries and high-priority cases.

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