Summary
Overview
Work History
Education
Skills
Activities
Languages
Timeline
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Prashant Kumar

Prashant Kumar

Bangalore

Summary

Highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively, unsupervised, and quickly mastering new skills.

Overview

7
7
years of professional experience

Work History

Senior Work Force Management

Concentrix
Bangalore
03.2023 - 06.2025
  • Resolved complex issues related to employee scheduling conflicts or absences.
  • Monitored employee attendance records to ensure adherence to company policies.
  • Analyzed data to evaluate current workforce trends, performance, and productivity levels.
  • Participated in meetings between department heads as needed when discussing potential changes related to WFM activities.
  • Developed training materials for new hires related to WFM topics such as scheduling and timekeeping.
  • Created reports for senior management to track progress against goals.
  • Performed audits of existing systems, processes, and documentation related to workforce management activities.

Senior Technical Support Advisor

Concentrix
Bangalore
06.2020 - 03.2023
  • Provided technical support for customers via telephone, email and chat.
  • Developed and implemented processes to improve customer service satisfaction ratings.
  • Created detailed documentation on troubleshooting procedures and resolutions.
  • Diagnosed and resolved technical hardware and software issues in a timely manner.
  • Performed system maintenance tasks such as disk clean-up, file optimization.
  • Assisted customers with installation of applications, operating systems and hardware components.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.

Customer Care Executive

Enser communicatio pvt ltd.
Bangalore
10.2019 - 05.2020
  • Developed and maintained relationships with customers to ensure their satisfaction.
  • Investigated customer complaints and provided solutions within acceptable time frames.
  • Assisted customers with product selection based on individual needs.
  • Processed orders, returns, exchanges, and refunds efficiently according to company policies.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Addressed customer questions and concerns regarding products and services.
  • Developed customer satisfaction goals and coordinated with the team to meet them on a consistent basis.
  • Maintained high satisfaction score by consistently resolving first-call issues.

Customer Care Executive

Hinduja Global Solutions
Bangalore
09.2018 - 09.2019
  • Investigated customer complaints and provided solutions within acceptable time frames.
  • Developed and maintained relationships with customers to ensure their satisfaction.
  • Tracked customer order statuses using various systems, including CRM software.
  • Analyzed call data to determine areas for improvement in the customer care process.
  • Communicated information about new products and services to existing customers via email campaigns.
  • Maintained accurate records of customer interactions and transactions in the CRM system.
  • Assisted customers with product selection based on individual needs.
  • Processed orders, returns, exchanges, and refunds efficiently according to company policies.
  • Addressed customer questions and concerns regarding products and services.
  • Trained new staff on the company's customer service policies and procedures.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Education

Bachelor of Science - Mathematics

Radha Govind University
Ramgarh
06-2023

Skills

  • Workforce management
  • Technical support
  • Performance evaluation
  • Employee scheduling
  • Customer service
  • Troubleshooting
  • Attendance monitoring
  • Problem solving
  • Power BI
  • MS Excel

Activities

  • Windows OS and Mac OS

Languages

English
First Language
Hindi
Proficient (C2)
C2

Timeline

Senior Work Force Management

Concentrix
03.2023 - 06.2025

Senior Technical Support Advisor

Concentrix
06.2020 - 03.2023

Customer Care Executive

Enser communicatio pvt ltd.
10.2019 - 05.2020

Customer Care Executive

Hinduja Global Solutions
09.2018 - 09.2019

Bachelor of Science - Mathematics

Radha Govind University

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Prashant Kumar