Kenneth P
Process Associate & Customer Support Representative
Bangalore
Summary
Service-oriented Customer Support Representative with 7+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
9
9
years of professional experience
5
5
Languages
Work History
Customer Support Representative
Transact BPO Services India Pvt Ltd
Bangalore
09.2023 - 03.2024
- Boosted customer retention rates by building strong rapport and delivering exceptional service.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in cross-functional teams working towards company-wide goals, showcasing adaptability and commitment to broader objectives beyond individual role responsibilities.
- Contributed ideas for process improvements at team meetings, leading to enhanced departmental performance overall.
Process Associate
RND SOFTECH PVT LTD
Bangalore
12.2022 - 08.2023
- Independent problem solver who took initiative in researching solutions without needing excessive supervision.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Provided exceptional customer service when interacting with clients or vendors during process execution tasks.
- Collaborated with team members for enhanced process efficiency and productivity.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
Customer Care Executive
Medfin Medical Services
Bangalore
01.2022 - 11.2022
- Promoted teamwork within the department by sharing knowledge, offering guidance, and collaborating on initiatives aimed at enhancing service quality.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Streamlined customer support processes for improved call handling times and resolutions.
- Ensured accurate record-keeping by diligently documenting all interactions within internal CRM platforms.
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Mortgage Underwriter
Avanze Technologies Pvt Ltd
Bangalore
01.2021 - 08.2021
- Developed strong working relationships with external vendors for efficient management of property appraisals and title searches.
- Reviewed appraisals and title documents to verify accuracy and completeness.
- Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
- Collaborated with loan officers and processors to obtain additional information and resolve discrepancies.
Customer Support Executive
ANI Technologies Pvt Ltd
Bangalore
01.2015 - 05.2020
- Delivered outstanding results under tight deadlines while maintaining a high level of professionalism and attention to detail.
- Proactively identified potential issues by analyzing trends in customer feedback, leading to improvements in product offerings and user experience.
- Provided personalized support to customers by understanding their unique needs and preferences.
- Assisted in creating comprehensive knowledge base articles for internal use as well as self-help resources available to customers online.
- Mentored junior team members to enhance their skills and improve overall team performance.
- Collaborated with team members on continuous improvement initiatives, contributing to the overall success and growth of the customer support department.
Education
12th Grade - All India Open Schooling
AC Education Academy
Bangalore10th Grade - Karnataka Secondary Education Board
St. Josephs Indian High's School
BangaloreSkills
Customer service excellence
Complaint Handling
Call Management
Customer Service
Incoming Call Management
Online Chat Support
Active Listening
Self Motivation
Problem-solving abilities
Adaptability and Flexibility
Timeline
Customer Support Representative
Transact BPO Services India Pvt Ltd
09.2023 - 03.2024
Process Associate
RND SOFTECH PVT LTD
12.2022 - 08.2023
Customer Care Executive
Medfin Medical Services
01.2022 - 11.2022
Mortgage Underwriter
Avanze Technologies Pvt Ltd
01.2021 - 08.2021
Customer Support Executive
ANI Technologies Pvt Ltd
01.2015 - 05.2020
12th Grade - All India Open Schooling
AC Education Academy
10th Grade - Karnataka Secondary Education Board
St. Josephs Indian High's School