Kunal Kumar
Phone Banking Officer
Gurugram
Summary
I want crown myself with the glory of becoming a successful professional and to take opportunity and challenge to have a good learning experience and see my company grow with me.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Senior Customer Support Representative
Teleperformance
12.2025 - 05.2026
- Led team in resolving complex customer inquiries, enhancing overall satisfaction and loyalty.
- Mentored junior representatives, fostering skill development and improving service quality.
- Analyzed customer feedback to implement process improvements, driving operational efficiency.
- Developed training materials for new hires, streamlining onboarding processes and knowledge transfer.
Senior Executive
STARTEK Aegis Customer Support Services
09.2024 - 07.2025
- Led a team of 10 customer support executives to achieve a 15% increase in first call resolution rate, resulting in improved customer satisfaction scores.
- Developed and implemented a new training program for customer support staff, resulting in a 20% reduction in average handling time for customer inquiries.
- Successfully monitored and analyzed customer feedback data to identify common pain points, leading to a 10% improvement in overall customer support experience.
Phone Banking Officer
Ujjivan Small Finance Bank
12.2022 - 07.2023
- Assisted an average of 50 customers daily with account inquiries, transactions, and issue resolutions, maintaining a 95% customer satisfaction rate.
- Achieved monthly sales targets by cross-selling bank products and services to customers, resulting in a 20% increase in revenue.
Customer Support Executive
Capital Bpo
10.2018 - 10.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Engineering Technology - Mechanical Engineering
Visveswaraih Technological University (VTU)
Bangalore 01-2017
Associate of Science - Science
C.M Science College
Madhepura Bihar01-2013
High School Diploma -
Rajkiye High School
Sour Bazar Bihar01-2010
Skills
Customer Service
Inbound Voice Process
Excel Work
Excel Expert
Interests
Cricket Chess Travelling
EXTRA CURRICULAR
Bharat scout guide
I have been participated in Bharat scout guide and get trained physically and mentally to get focussed towards upcoming opportunities. Bharat scout guide
I have been participated in Bharat scout guide and get trained physically and mentally to get focussed towards upcoming opportunities.
Timeline
Senior Customer Support Representative
Teleperformance
12.2025 - 05.2026
Senior Executive
STARTEK Aegis Customer Support Services
09.2024 - 07.2025
Phone Banking Officer
Ujjivan Small Finance Bank
12.2022 - 07.2023
Customer Support Executive
Capital Bpo
10.2018 - 10.2020
Bachelor of Engineering Technology - Mechanical Engineering
Visveswaraih Technological University (VTU)
Associate of Science - Science
C.M Science College
High School Diploma -
Rajkiye High School