Nitin Kumar
Pune
Summary
Bachelor's degree in engineering (CGPA: 9.44) from an 'A'-grade accredited university (MHRD). Aiming to bring enthusiasm, focus, and a results-oriented approach to a corporate position. Committed to providing efficient solutions and achieving objectives with precision and decisiveness.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality Assurance and Training
Ubisoft Entertainment
04.2022 - Current
- Ensured high-quality customer interactions by evaluating support tickets and chat transcripts, identifying trends and areas for improvement that led to an increase in customer satisfaction.
- Conducted training programs for new and existing support agents, focusing on product knowledge, effective communication, and troubleshooting skills.
- Developed QA scorecards and performance benchmarks to standardize quality measures across support channels, resulting in an improvement in consistency and accuracy of customer responses.
- Provided regular feedback and coaching sessions to support agents, reinforcing best practices, boosting team morale, and maintaining high standards of service excellence.
- Collaborated with product, technical, and operations teams to address recurring customer pain points, implementing solutions that enhanced the overall support experience.
Interaction Response Team [ IRT ]
Ubisoft Entertainment
05.2022 - 08.2022
- Monitored agent-player chat interactions to detect and address abusive behavior, offensive language, and policy violations, ensuring a safe and positive environment for players.
- Implemented IP address block rules to restrict access for phishing attempts and abusive players, safeguarding both players and the customer support team.
- Posted banners on the support portal to communicate trending issues and proactive resolutions, enhancing player awareness and reducing support queries.
- Adjusted agent schedules to meet real-time support demands, monitored attendance, and documented any call-outs or service outages for operational efficiency.
- Collaborated with moderation and support teams to enforce community guidelines, apply sanctions when necessary, and resolve player disputes effectively.
Junior account support
Ubisoft entertainment India Pvt.Ltd
02.2020 - 04.2022
- I've served as an account support agent for 2 years in the customer support department, developing my skills in customer service, training and teamwork
- Interacting with customers and resolving their issue in the most courteous manner terms to be our first priority
- Here are my few highlights of my day to day work at Ubisoft
- Provide general customer support included but not limited to technical, payment and account support
- Follow established protocols to verify ownership of the players account, help player regain access to their account
- Switch between two modalities (Webmail and chats) and help players accordingly
- Addressing customer concerns and inquires by interacting in a professional and friendly manner
- Use record systems to accurately record customer interactions and support transactions
- Identify and escalate new issues per specified protocol
- Participate in training and development activities
- Achievements: Being in the list of consistent top 10 performers (including India and US employees)
- Guiding and training the new employee with the work process and evaluating and auditing their cases to give them the valuable feedback
- Quarterly assigned as a mentor for the new comers to help them achieve the set parameters
- Marked as an 'Outstanding performer' by my manager on Map.
Education
HIGHER SECONDARY CERTIFICATE -
Vikram Aditya Geeta Mishra University
Buxar04.2015
SECONDARY SCHOOL CERTIFICATE -
ST. Karen's High School (I.C.S.E)
Patna03.2013
B.TECH PRODUCTION ENGINEERING -
Bharati Vidyapeeth Deemed University
Pune, Maharashtra06.2019
Skills
- MS Office
- EvaluaAgent
- Evaluations
- DSAT evaluations
- Crisis Management
Certification
- Certified internship done from Heavy Engineering Corporation of India.
- Certified course done on Business Communication Skills
Accomplishments
- Being in the list of consistent top 10 performers (including India and US employees)
- Guiding and training the new employee with the work process and evaluating and auditing their cases to give them the valuable feedback.
- Quarterly assigned as a mentor for the new comers to help them achieve the set parameters.
- Marked as an "Outstanding performer" by my manager on Map.
Projects
Pneumatic fixture for coordinating measuring machine, August 2018 - June 2019, 3, Planning, designing and assembling responsibilities., Designing a modular fixture which works on pneumatic power to properly clamp the work piece to the desired location, which can ease and accurate the measuring process.
Disclaimer
I DECLARE THAT ALL THE DETAILS FURNISHIED ABOVE ARE TRUE TO THE BEST OF MY KNOWLEDGE AND BELIEF.
Timeline
Interaction Response Team [ IRT ]
Ubisoft Entertainment
05.2022 - 08.2022
Quality Assurance and Training
Ubisoft Entertainment
04.2022 - Current
Junior account support
Ubisoft entertainment India Pvt.Ltd
02.2020 - 04.2022
- Certified internship done from Heavy Engineering Corporation of India.
- Certified course done on Business Communication Skills
HIGHER SECONDARY CERTIFICATE -
Vikram Aditya Geeta Mishra University
SECONDARY SCHOOL CERTIFICATE -
ST. Karen's High School (I.C.S.E)
B.TECH PRODUCTION ENGINEERING -
Bharati Vidyapeeth Deemed University
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