Krishna Kanhaiya
Support Specialist (Advanced)
Faridabad
Summary
Well-qualified Support Specialist with over 9 years of experience in customer support and operations, skilled in managing data, resolving technical issues, and providing personnel support in a distributed environment. Known for strong interpersonal and problem-solving skills, dedicated to fostering positive relationships and delivering exceptional service. Committed to continuous improvement, consistently seeking opportunities to enhance personal skills and operational systems to ensure an optimal experience for customers. A passion for innovation drives a proactive approach to challenges, resulting in effective solutions that elevate service quality.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Support Specialist (Advanced) - Junior III
Revolut Technologies India Pvt Ltd
10.2023 - Current
- Manage escalated cases from Level 1 and Level 2 agents, ensuring timely and efficient issue resolution.
- Facilitate various money transfer processes, including SEPA, domestic GBP, SWIFT, ACH, US/UK/EU direct deposit, and FedWire transactions.
- Provide secondary support to the Wealth & Trading team, assisting with cases related to trading, Forex, crypto, and issues such as failed or delayed account onboarding, dividend non-receipt, and crypto staking.
- Collaborate with technical teams and Customer Experience Managers (CXM) to address ongoing or potential system outages.
- Partner with the internal Payments team to resolve issues related to missing, or delayed, transfers.
- Manage high-priority internal tickets for potentially suicidal users, coordinating with local authorities when necessary.
- Conduct cross-departmental reviews to assess applicable goodwill offerings, including refunds, plan upgrades, and fee reimbursements.
- Audit internal communications for key metrics, like Net Promoter Score (NPS), First Call Resolution (FCR), and overall quality, ensuring compliance with company standards.
- Train and mentor junior staff, fostering a collaborative environment that enhances team productivity and skill development.
- Work closely with cross-functional teams to improve service delivery and operational efficiency.
- Deliver regular training sessions to elevate team capabilities, and boost morale.
- Provide valuable feedback to product teams, helping to shape features that drive user engagement and satisfaction.
Senior Advisor - Level II
Concentrix Daksh Services India Pvt Ltd
05.2019 - 09.2023
- Delivered exceptional customer support, effectively resolving issues while maintaining high levels of customer satisfaction.
- Collaborated with cross-functional teams to ensure the prompt and accurate resolution of customer inquiries, leveraging strong communication and problem-solving abilities.
- Played a pivotal role in maintaining service excellence, consistently meeting or surpassing performance targets, and contributing to team success.
- Provided floor support to new hires and underperforming agents, offering guidance, resources, and coaching to help them achieve their full potential.
- Recognized with multiple 'Helping Hand' and 'Always There' badges for consistently supporting colleagues and contributing to the achievement of team KPIs.
Senior Associate - Language Expert
Tech Mahindra Pvt Ltd
12.2016 - 11.2017
- Leveraged my language skills to provide seamless support and assistance to field technicians, ensuring clear and effective communication.
- Collaborated with team members to facilitate accurate and efficient interactions between technicians and customers during installation, repair, and activation processes.
- Demonstrated expertise in articulating complex concepts clearly and concisely over the phone, enhancing technician understanding and service delivery.
- Managed detailed call data, tracking changes made to lines and connections to ensure accurate records and service continuity.
Senior Practitioner
Concentrix Daksh Services India Pvt Ltd
10.2014 - 11.2016
- I started my career as a practitioner, quickly proving my value by achieving the highest annual performance rating, leading to a promotion to senior practitioner.
- Provided customer support via phone and chat, engaging with clients across multiple regions, including the US, the UK, and India.
- Analyzed customer inquiries, service requests, and complaints to identify emerging trends, and improve service delivery.
- Contributed to setting and maintaining company-wide customer service standards by leveraging my expertise and experience.
- Temporarily served as a Subject Matter Expert (SME) for 3-4 months, offering guidance and support to team members handling complex customer issues.
Education
Bachelor of Arts - English Language
Shri Krishna Memorial College
Nawada, Bihar, India 04.2001 -
Senior Secondary School Examination - Science Education
Triveni Satyabhama College
Hisua, Nawadah, Bihar 04.2001 -
Secondary School Examination -
Inter School Narhat
Narhat, Nawadah, Bihar06-2011
Skills
Remote support
Timeline
Support Specialist (Advanced) - Junior III
Revolut Technologies India Pvt Ltd
10.2023 - Current
Senior Advisor - Level II
Concentrix Daksh Services India Pvt Ltd
05.2019 - 09.2023
Senior Associate - Language Expert
Tech Mahindra Pvt Ltd
12.2016 - 11.2017
Senior Practitioner
Concentrix Daksh Services India Pvt Ltd
10.2014 - 11.2016
Bachelor of Arts - English Language
Shri Krishna Memorial College
04.2001 -
Senior Secondary School Examination - Science Education
Triveni Satyabhama College
04.2001 -
Secondary School Examination -
Inter School Narhat
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