Kundan V
Bengaluru
Summary
Versatile professional with a strong background in end-user support and a proven ability to master new technologies quickly. Highly adaptable to changing environments and committed to delivering exceptional customer service. Focused on continuous learning and applying new skills to drive efficiency and exceed satisfaction goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Support Analyst
VERINT
08.2022 - Current
- Analyzed customer support data to identify trends and improve service response times.
- Responded promptly to emergency situations requiring immediate attention such as server failures or data loss incidents.
- Collaborated with engineering teams via Webex meetings to resolve critical client issues and ensure seamless business operations.
- Created comprehensive documentation and knowledge base articles for internal teams and external customers.
- Managed first-line and second-line support for Verint enterprise products, maintaining high customer satisfaction scores.
- Delivered comprehensive training on problem-solving methodologies within the Verint platform, resulting in improved operational efficiency and skill development among team members.
- Documented and tracked cases in system, updating details for repeat support requests.
- Responded to phone and email questions and concerns, resolving many issues daily.
- Documented customer interactions and contact information into company database.
Senior Customer Support Specialist
ACCENTURE
01.2020 - 07.2022
- Delivered tailored solutions for complex billing and technical issues, earning the Pinnacle Award for High Performance.
- Maintained detailed records of customer interactions and transactions in CRM system.
- Provided guidance on best practices when handling difficult customer situations or complaints.
- Conducted regular follow ups with customers to ensure their satisfaction with our services.
- Monitored incoming emails from customers and responded promptly with accurate information.
- Participated in team meetings providing updates on progress towards goals or objectives set forth.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained expertise in multiple domains while effectively handling escalated complaints.
- Exceeded quarterly sales goals by utilizing effective upselling techniques during customer interactions.
- Identified opportunities for upselling and cross-selling, contributing to company revenue growth.
L2 Escalation Specialist
CONCENTRIX
04.2018 - 05.2020
- Specialized in complex logistics and service center system troubleshooting, consistently exceeding performance targets.
- Enhanced team collaboration through effective communication and knowledge transfer.
- Managed complex customer escalations for timely resolution and satisfaction.
- Communicated effectively with customers to clarify concerns and provide updates.
- Maintained a high level of quality assurance throughout the escalation process.
- Investigated customer complaints and identified root cause of the issue.
- Monitored ongoing escalations for resolution progress.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Documented detailed reports of all escalations and resolutions.
- Managed multiple customer accounts simultaneously while providing superior service.
- Assisted in training new escalation specialists on procedures and processes.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Collaborated with cross-functional teams to enhance escalation processes and improve service quality.
Education
Bachelor of Business Administration -
Chaudhary Charan Singh University
Skills
- MS Office Suite
- IMS (Dynamics)
- Partial System Diagnostics
- Root Cause Analysis
- Multi-channel Customer Support
- Knowledge Management Systems
Certification
- Knowledge Centered Service (KCS) Certified - Industry standard for technical support excellence
- Pinnacle Award for High Performance - Accenture (Top performer recognition)
Core Competencies
Relationship management, Technical consultation, Solution delivery, Satisfaction improvement, Documentation, Knowledge management, Continuous improvement, Team collaboration, Technical writing, Cross-functional coordination, Customer engagement, Training delivery
Languages
English
Advanced
C1
Hindi
Upper Intermediate
B2
Kannada
Upper Intermediate
B2
Tamil
Intermediate
B1
Telugu
Intermediate
B1
Malayalam
Beginner
A1
Timeline
Support Analyst
VERINT
08.2022 - Current
Senior Customer Support Specialist
ACCENTURE
01.2020 - 07.2022
L2 Escalation Specialist
CONCENTRIX
04.2018 - 05.2020
Bachelor of Business Administration -
Chaudhary Charan Singh University