Navneeth Kumar

As a Senior Product Support Professional at Zuper, my role is centered on championing the voice of the customer and ensuring their feedback is effectively communicated internally to drive ongoing improvements in our products and services. I provide comprehensive day-to-day support to our expanding customer base, managing incidents, offering workflow recommendations, and escalating unresolved issues to engineering teams when necessary.

In addition to resolving customer queries, I document best practices and insights within our support tools to empower users and facilitate smoother experiences. I stay abreast of third-party products and integrations to guide customers on usage and promote product adoption. By identifying renewal risks and up-sell opportunities, I collaborate with internal teams to ensure high levels of customer satisfaction and successful renewals.

I promptly address customer inquiries via phone, email, or chat, ensuring timely and accurate resolutions while updating internal databases with technical information and customer interactions. I actively monitor feedback and complaints, providing proactive assistance and sharing insights with cross-functional teams to drive continuous improvement company-wide.

As a Global Customer Experience Specialist within Azure CXP at Microsoft, my primary responsibility revolved around delivering comprehensive support solutions to customers utilizing the Azure Cloud Platform. This entailed resolving technical incidents, addressing general inquiries, and extending on-demand assistance to Azure clients worldwide.

In this role, I meticulously reviewed and triaged customer and partner escalations via diverse channels, including social media, chat platforms, and technical support channels. My proficiency allowed me to swiftly determine the appropriate communication strategy and resolution pathway for each case.

A key aspect of my responsibilities involved collaborating with various cross-functional teams and essential stakeholders to ensure the delivery of optimal customer experiences consistently. I prioritized clear and concise communication channels to effectively address the diverse needs of Azure customers.

Furthermore, I actively engaged with Service Engineering teams to assess customer impact and promptly disseminate communications during Live Site Incidents. Throughout the incident lifecycle, I provided ongoing updates and maintained transparent communication channels to keep customers informed.

In addition to my operational duties, I contributed to the enhancement of internal team efficiencies by developing and sharing best practices and recommendations. My proactive approach involved identifying the root causes of escalations to drive long-term resolutions and foster continuous improvement.

Moreover, I played a pivotal role in shaping future Microsoft support capabilities for the cloud by actively participating in the creation and refinement of support frameworks and methodologies.

During my tenure at Telstra, a prominent ISP headquartered in Australia, I held the position of Technical Support Specialist, where my primary responsibility was to address customer inquiries and complaints across multiple communication channels including inbound phone calls, emails, chats, and ticketing systems.

A significant aspect of my role involved conducting thorough fault analysis to ensure swift and effective resolution, while also managing the configuration of hosted systems and network devices like modems and routers. Throughout each interaction, I maintained a strong focus on transparency and customer satisfaction, ensuring clients were kept informed at every stage of the incident resolution process.

In addition to my customer-facing duties, I played a crucial role in optimizing customer outcomes and business strategies by minimizing handoffs to Level 2 support, Telstra Wholesale (TW), and/or NBN Co. This involved analyzing patterns and trends to identify areas for improvement and implementing measures to streamline processes. By reducing unnecessary handoffs and enhancing the efficiency of our support system, I contributed to a more seamless and satisfying customer experience.

Furthermore, I executed various technical support tasks, including troubleshooting processes, ticketing, reporting, and escalations. This multifaceted approach ensured that technical issues were addressed promptly and effectively, minimizing downtime for customers and maximizing overall service reliability.

My experience at Telstra not only deepened my technical expertise but also honed my communication and problem-solving skills, enabling me to effectively collaborate with cross-functional teams and deliver exceptional results.

As an Employment & Education Verification Specialist at First Advantage, a prominent vetting firm in the United States, I undertook comprehensive responsibilities to ensure accurate and reliable verification processes. This role involved interfacing with employers, educational institutions, and references to authenticate pertinent skills and experience. Key duties included managing inbound and outbound calls for verification purposes, adhering to strict record-keeping protocols, and promptly following up on verification requests.

My role extended to quality assurance and meticulous data review to guarantee the integrity of information obtained during the verification process. Effective communication was pivotal in liaising with all relevant stakeholders to expedite the verification process seamlessly. I consistently met daily, weekly, and monthly goals, demonstrating a commitment to productivity and efficiency.

Furthermore, I actively engaged with various departments and groups involved in customer orders, processing, and support, fostering a collaborative network to enhance overall operational effectiveness.

This experience underscores my proficiency in verification procedures, meticulous attention to detail, and adeptness in managing multifaceted tasks within a dynamic environment.