Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kumar Preetam

Gurgaon

Summary

Customer Service & Quality Specialist with 3+ years of experience in customer success, quality assurance, and team coaching. Skilled in managing escalations, improving operational processes, and mentoring peers to deliver exceptional customer experiences. Recognized for consistently exceeding KPIs, fostering team collaboration, and applying data-driven insights to improve service quality. Proficient with CRM tools (Freshdesk, Zendesk, Kustomer), payment risk/fraud monitoring on Adyen, and also have understanding of workflow tools like Confluence and Jira. Seeking a senior quality/customer success role to leverage analytical skills, leadership, and operational expertise.

Overview

5
5
years of professional experience

Work History

Senior Customer Analyst

Moretasks
05.2022 - Current
  • - Managed high-priority escalations, ensuring timely resolution and enhanced customer satisfaction.
  • - Maintained consistent top-tier performance metrics while mentoring team members on communication, empathy, and policy adherence.
  • - Led onboarding and training for new hires, delivering process insights to meet quality benchmarks.
  • - Balanced workload allocation and task delegation to help team meet operational targets.
  • - Recognized for maturity in handling customer interactions and ability to resolve peer challenges without friction.

Customer Support Executive (Intern)

Sezzle India
10.2021 - 03.2022
  • - Delivered prompt, professional support across multiple communication channels.
  • - Assisted in identifying service gaps and recommending solutions to improve customer experience.

Content Curator & Event Coordinator (Intern)

Qlipcast
06.2020 - 10.2020
  • - Managed scheduling, outreach, and last-minute troubleshooting for live events.
  • - Curated podcast content with strong attention to detail and narrative flow.

Education

B.Tech - Computer Science & Engineering

Galgotias University
01.2019

Senior Secondary (XII) - Science

Udai Pratap Public School
Varanasi, India
01-2014

Secondary (X) - undefined

St. Joseph's Convent School
01.2012

Skills

  • - Customer Escalation Management
  • - Quality Auditing & Process Improvement
  • - Coaching & Performance Mentoring
  • - Customer Insights & Feedback Analysis
  • - KPI Monitoring & Reporting
  • - Conflict Resolution & Problem Solving
  • - CRM Tools: Freshdesk, Zendesk, Kustomer
  • - Payment Risk & Fraud Monitoring (Adyen)
  • - Workflow & Documentation: Confluence, Jira
  • - Email, Chat & Voice Support Proficiency
  • - Cross-Functional Team Collaboration

Timeline

Senior Customer Analyst

Moretasks
05.2022 - Current

Customer Support Executive (Intern)

Sezzle India
10.2021 - 03.2022

Content Curator & Event Coordinator (Intern)

Qlipcast
06.2020 - 10.2020

Secondary (X) - undefined

St. Joseph's Convent School

B.Tech - Computer Science & Engineering

Galgotias University

Senior Secondary (XII) - Science

Udai Pratap Public School

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Kumar Preetam