Summary
Overview
Work History
Education
Skills
Timeline
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NAVEEN KUMAR

Bengaluru

Summary

Versatile and customer-focused professional with a successful track record in delivering exceptional support services. Adept at addressing customer inquiries and ensuring positive experiences. Eager to bring my skills in customer support, problem-solving, and collaborative teamwork to contribute to a dynamic company's success.

Overview

7
7
years of professional experience

Work History

Senior Analyst

Wipro
Bengaluru
03.2020 - 10.2023
  • Delivered exceptional assistance to users of Xbox Game Pass subscriptions, promptly resolving customer inquiries with a focus on enhancing overall satisfaction and engagement.
  • Expertly assisted customers in redeeming codes, troubleshooting issues related to code redemption, and guiding them through the process.
    Consistently met and exceeded service level agreements (SLAs) for response and resolution times.
  • Maintained comprehensive knowledge of Xbox Game Pass features, updates, and subscription plans to effectively communicate with customers.
  • Attend daily meetings with operations team to discuss SLA's and overall team performance
  • Prioritized and managed time effectively to handle a high volume of customer inquiries without compromising quality or response time.
  • Demonstrated proficiency in using customer service platforms, CRM systems, and other relevant tools to streamline processes and enhance customer support efficiency.
  • Prepare process document for the team and share it in team huddle as and when required.

Senior Analyst

Concentrix
Bengaluru
01.2018 - 02.2020
  • Successfully resolved customer issues with clarity, courtesy, and straightforwardness, ensuring their needs were met to the highest standard
  • Proactively followed up with customers to ensure their utmost satisfaction, going the extra mile to address any remaining concerns
  • Acted as a Subject Matter Expert (SME), providing valuable assistance and guidance to new trainees, helping them quickly adapt to their roles
  • Demonstrated exceptional chat handling skills, maintaining data integrity, adhering to standard operating procedures (SOPs), and meeting all compliance and quality parameters
  • Recognized for outstanding performance, earning a well-deserved promotion to Tier 2 within just nine months of employment
  • Proactively contributed to process improvement initiatives, providing valuable suggestions and insights to the Operations Manager, fostering continuous enhancement of service quality.

Analyst

Aegis
Bengaluru
10.2016 - 11.2017
  • Proficiently managing incoming calls and expertly resolving diverse network related queries, ensuring customers receive prompt and effective assistance
  • Strictly adhering to all quality parameters and maintaining impeccable call flow adherence, delivering a consistently high standard of service to our valued clientele
  • Demonstrating a proactive approach to cross-selling and effectively promoting relevant product offers, further enhancing customer experience and satisfaction.

Education

Mechanical Engineering -

Sai Ram College of Engineering
05.2015

Skills

  • Communication Skills
  • Customer Service Excellence
  • Service Level Agreement (SLA) Adherence
  • Problem Solving
  • SQL
  • Microsoft Office

Timeline

Senior Analyst

Wipro
03.2020 - 10.2023

Senior Analyst

Concentrix
01.2018 - 02.2020

Analyst

Aegis
10.2016 - 11.2017

Mechanical Engineering -

Sai Ram College of Engineering

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NAVEEN KUMAR