Kunal Kashyap
Greater Faridabad
Summary
Dynamic professional with over 7.5 years of experience, including a strong tenure at NIIT MTS, specializing in stakeholder management, and team collaboration. Demonstrated ability to enhance customer satisfaction through effective escalation resolution and process improvement. Skilled in generating reports and fostering a positive work environment, consistently contributing to organizational success.
Overview
8
8
years of professional experience
Work History
Assistant Manager, Client Services
NIIT MTS
Gurugram
06.2022 - Current
- I trained and helped less experienced staff manage workloads and assignments, facilitating the fulfillment of organizational objectives.
- Connecting with the client every other day to discuss challenges, updates, feedback, offerings, Gonogo decisions, etc.
- Maintained a positive, professional working environment to optimize team and customer satisfaction.
- Handling Escalation.
- Maintained up-to-date knowledge of company products and services.
- Proposed modifications to project plans to increase efficiency.
- Coordinated with other departments to ensure smooth flow of operations.
- Produced thorough, accurate and timely reports of project activities.
Customer Care Executive
Accenture
Gurugram
09.2021 - 06.2022
- Maintained excellent customer relationships by efficiently solving queries, complaints and issues.
- Maintained extensive knowledge of product range to effectively answer employee and customer queries on product specifications.
- Effectively managed customer complaints, providing smart solutions or escalating to management.
Subject Matter Expert
Concentrix
Gurugram
01.2019 - 09.2021
- Trained, coached and mentored consultants to increase team productivity.
- Monitored staff performance and developed improvement plans.
- Advised senior management on challenges we were facing to create counter plan accordingly to enhance customer's experience.
Customer Service Representative
Teleperformance
Gurugram
02.2018 - 03.2019
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Maximised customer satisfaction by resolving service issues promptly.
Customer Service Representative (Contractual Job)
Falcon Force
Gurugram
10.2017 - 01.2018
Education
Graduate - Political science Honours
Delhi University
New Delhi2017
International English Language Testing System
IELTS
Delhi-Scored 6.5 Bands01-2018
Certificate - Special Effects
Arena
New Delhi2019
German Language Certificate - Language
St. Stephen's College
New Delhi, DL2015
12th (Certificate of Higher Education) - Accounts
G.B.S.S. School
New Delhi, DL2014
Skills
- Stakeholder management
- Excel proficiency
- Interpersonal communication
- Adaptability under pressure
- Team collaboration
- Safe driving practices
- Escalation resolution
- Report generation
- Feedback management
- Process improvement strategies
- Professional demeanor
- Regulatory compliance
- Multitasking ability
Accomplishments
- Received an appreciation certificate from the Global Head of Learning at Shell PLC, Raman Sidhu
- Awarded the Star of the Month, and swift recognition
- Promoted from an agent to SME in a year while working with Concentrix in the CITI Bank process
- Appreciation for excellent customer service while working for Teleperformance
Languages
- Hindi, English
Timeline
Assistant Manager, Client Services
NIIT MTS
06.2022 - Current
Customer Care Executive
Accenture
09.2021 - 06.2022
Subject Matter Expert
Concentrix
01.2019 - 09.2021
Customer Service Representative
Teleperformance
02.2018 - 03.2019
Customer Service Representative (Contractual Job)
Falcon Force
10.2017 - 01.2018
Graduate - Political science Honours
Delhi University
International English Language Testing System
IELTS
Certificate - Special Effects
Arena
German Language Certificate - Language
St. Stephen's College
12th (Certificate of Higher Education) - Accounts
G.B.S.S. School
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