Prabhat Kumar
Pune
Summary
Eager to apply with a strong background in customer service and problem solving to a new career in application support. Possess exceptional organizational abilities and a commitment to maintain high service standards.
Overview
6
6
years of professional experience
Work History
Personal Banker (Tech Poc)
Barclays Global Service Center
04.2023 - Current
- Creating and implementing clear procedures for incident detection, response and resolution within message us.
- Engaging the appropriate teams and resources promptly and efficiently where required.
- Creating incident reports and documenting recovery action.
- Paying attention to details and handling crisis situation during major incidents.
- Hosting calib for team leaders and colleagues to inform about any changes in technology.
- Connecting and helping colleagues with tech issues in real time to minimise lost production hours
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
Chat Advisor
Concentrix Daksh Services
08.2019 - 03.2023
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Education
Bachelor Of Arts - History
Magadh University
BiharMaster Of Business Administration - Human Resources Management
Chandigarh University
PanjabSkills
Customer service
Incident Management
Problem Solving
Crisis Situation Handling
Documentation and Reporting
Money Handling Abilities
Relationship Building
Timeline
Personal Banker (Tech Poc)
Barclays Global Service Center
04.2023 - Current
Chat Advisor
Concentrix Daksh Services
08.2019 - 03.2023
Bachelor Of Arts - History
Magadh University
Master Of Business Administration - Human Resources Management
Chandigarh University
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