Kumar Knr

Technical Support and Troubleshooting:

* Provide expert-level support for complex technical issues.

Incident Management:

* Manage and prioritize support tickets, ensuring timely resolution.

* Document issues, solutions, and best practices in the knowledge base.

* Collaborate with other IT teams to resolve incidents and improve processes.

Customer and Stakeholder Communication:

* Communicate effectively with customers and stakeholders to understand their needs and provide appropriate solutions.

* Provide regular updates on the status of issues and resolutions.

Process Improvement:

Identify opportunities to improve support processes and workflows. Develop and implement best practices for technical support.

Training and Development:

Guidance and Advice
Skill Development:
Career Development:
Support and Encouragement:
Networking
Accountability

Product Expertise:
*Serve as the go-to expert for the product, possessing an in-depth understanding of its features, benefits, and applications.
*Stay updated on product developments, enhancements, and industry trends.
Product Strategy:
*Develop and implement product strategies that align with company goals and market demands.
*Collaborate with product development teams to ensure the product meets the needs of B2B clients.
Client Management:
*Build and maintain strong relationships with key business clients.
*Understand client needs and ensure the product meets or exceeds their expectations.
Operational Efficiency:
*Optimize operational processes to improve product delivery and client satisfaction.
*Work closely with operations teams to streamline workflows and resolve any operational issues.
Performance Metrics:
*Monitor and analyze product performance metrics to ensure targets are met.
*Provide regular reports to senior management on product performance, client satisfaction, and operational efficiency.
Leadership and Collaboration:
*Proven leadership skills to manage cross-functional teams and drive product success.
*Ability to work collaboratively with diverse teams and stakeholders.
Training and Development:
*Train internal teams and business clients on product features, benefits, and best practices.
*Develop training materials and programs to enhance product knowledge and usage.

• Manage CRM System: Ensure the CRM system is accurately updated with customer data, interactions, and sales activities.
• Customer Segmentation: Segment customers based on various criteria (e.g., demographics, purchase history) to tailor marketing and sales efforts.
• Customer Retention: Develop strategies to improve customer retention and loyalty by analyzing customer behavior and feedback.
• Lead Generation: Identify and generate new business leads using the CRM system and other tools.
• Prospecting: Research potential clients and industries to identify new business opportunities.
• Follow-ups: Maintain consistent follow-up with prospects and clients to nurture relationships and close deals.
• Data Analysis: Analyze CRM data to identify trends, opportunities, and areas for improvement.
• Reporting: Create detailed reports and dashboards for management, highlighting key metrics and insights.
• Auditing calls (QA) of CSR's to ensure a good quality of communication with the customers and clients.
• Customer Inquiries: Handle customer inquiries and issues promptly, ensuring high levels of customer satisfaction.
• Feedback Collection: Collect and analyze customer feedback to improve products, services, and customer experience.
• Relationship Building: Build and maintain strong relationships with key clients to understand their needs and ensure long-term satisfaction.
• Customer Inquiries: Handle customer inquiries and issues promptly, ensuring high levels of customer satisfaction.

• Worked as a senior customer support for solving customers queries regarding points, Redemption,product and service
• Worked as a Help desk support resource intended to provide the customer or end user with information and support related to a company's or institution's products and services provide guidance about products such as for solving customers queries regarding loyalty service
• Used to have direct interaction with clients regarding redemption,product and service through mails & calls.

• Worked in the Customer service dept., working with the customers to troubleshoot and solve customer queries regarding product and service.

• Worked in all sectors-Production, Marketing, Sizing (Designing) Filters and Accumulators
• Our customers were Lincoln Triveni Turbine, Yuken
• My job entailed servicing the filters and accumulators.