KUNAL JAIN
Summary
Customer support professional with background in fostering team collaboration and achieving high-impact results. Adept at navigating dynamic environments and addressing evolving needs. Skilled in conflict resolution, process improvement, and customer relationship management. Known for reliability and strong focus on delivering consistent results.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Support Supervisor
Dell Technologies Limited
12.2021 - 03.2025
- Managed a team of 35 representatives to drive operational efficiency and performance. Along with this spearheaded the EMEA support project, cross-training over 100 agents for enhanced global operations.
- Led analytical review of key business reports including Resolution Metrics, Productivity, Customer Experience, Refund Control, and Case Management. Also served as the Point of Contact (POC) for multiple partners, representing the business across various platforms.
- Tenure: October 2009 – March 2025
Customer Support Specialist
Dell Technologies Limited
10.2017 - 12.2021
- Provided centralized technical support to frontline agents. And led New Hire Trainee batches, delivering process, and product-based training.
Client Technical Support Sr. Associate
Dell Technologies Limited
10.2009 - 10.2017
- Provided support for US Consumer Technical Support (CTS), troubleshooting desktops, laptops, printers and third-party software
Senior Technical Support Associate
IBM Daksh Pvt Ltd
07.2006 - 10.2009
- Assisted UK customers with internet troubleshooting and plan upgrades.
- Process: Semi-Technical Support for Virgin Media (United Kingdom)
Education
B. Com (Pass) -
Delhi University
01.2004
One-Year Diploma - IT
NIIT
01.2001
Skills
- Operations management
- Efficiency improvement
- Standard operating procedure creation
- Root cause identification and resolution
- Effective stakeholder engagement
- Training program development
Accomplishments
- Recognition Awards – Recipient of Bronze, Titan, Delight, Cheers, and On-the-Spot Awards for exceptional performance multiple times throughout the tenure in Dell.
- Special Recognition – Dell Champion Award for FY 2014 & FY 2015.
Certification
- MCITP 70-698 - Installing & Configuring Windows 10
- CompTIA A+ CE Certified
- Microsoft Azure AI Fundamentals (AI-900) Certified
Timeline
Customer Support Supervisor
Dell Technologies Limited
12.2021 - 03.2025
Customer Support Specialist
Dell Technologies Limited
10.2017 - 12.2021
Client Technical Support Sr. Associate
Dell Technologies Limited
10.2009 - 10.2017
Senior Technical Support Associate
IBM Daksh Pvt Ltd
07.2006 - 10.2009
One-Year Diploma - IT
NIIT
B. Com (Pass) -
Delhi University