Praveen Kumar C Customer Support Specialist
Bangalore
Summary
Over 4.8 years of experience in Floor Support, Interim Team Leadership, and Quality Assurance. Expertise in fraud resolution, quality audits, and handling escalations. Proficient in Zendesk and Salesforce, delivering efficient solutions that enhance customer satisfaction in global markets.
Overview
5
5
years of professional experience
Work History
Customer Support Representative – Campaign Operations
Groupon Shared Services Pvt Ltd
10.2023 - Current
- Resolved customer inquiries regarding vouchers, refunds, and orders efficiently. .
- Supported international customers across USA, UK, Germany, UAE, Italy, Australia, and Canada.
- Handled fraud-related payment escalations with precision and confidentiality.
- Managed tickets using Salesforce and Zendesk to enhance issue resolution processes.
Interim Quality Analyst – Campaign Operations
24/7.ai Customer Service
07.2023 - 10.2023
- Conducted QA audits and provided feedback to enhance support quality
- Led initiatives for improving digital interactions and compliance
Interim Team Leader
24/7.ai Customer Service
12.2022 - 07.2023
- Led a team of 13 agents; monitored KPIs and provided coaching
- Conducted performance evaluations, training sessions, and chat quality reviews
Floor Support (SME)
24/7.ai Customer Service
07.2022 - 12.2022
- Provided guidance to frontline advisors on tools, processes, and complex cases
- Facilitated new hire training and process support
Digital Advisor
24/7.ai Customer Service
09.2020 - 07.2022
- Managed 50–60 customer interactions per shift for Overstock and BestBuy
- Assisted in account management, order processing, and payment issue resolution
Education
Bachelor of Computer Applications -
Daksha University
01.2019
Pre-University -
Reshmi International School and College
01.2016
SSLC -
Charans Public School
01.2014
Skills
- Customer support and escalation handling
- Fraud investigation and order support
- Voucher and refund assistance
- Quality auditing and process optimization
- Team leadership and collaboration
- High typing accuracy and efficiency
- Global customer experience management
- Helpdesk tools and ticketing systems
- Zendesk and Salesforce proficiency
- Workday and Microsoft Office expertise
Tools And Technical Proficiency
- Zendesk
- Salesforce
- Workday
- Microsoft Office (Word, Excel, PowerPoint)
Additional Details
Languages: English, Hindi, Kannada, Tamil
Hobbies: Gym, Trekking, Video Games, Fishkeeping
Notice Period: 30 Days
Timeline
Customer Support Representative – Campaign Operations
Groupon Shared Services Pvt Ltd
10.2023 - Current
Interim Quality Analyst – Campaign Operations
24/7.ai Customer Service
07.2023 - 10.2023
Interim Team Leader
24/7.ai Customer Service
12.2022 - 07.2023
Floor Support (SME)
24/7.ai Customer Service
07.2022 - 12.2022
Digital Advisor
24/7.ai Customer Service
09.2020 - 07.2022
Bachelor of Computer Applications -
Daksha University
Pre-University -
Reshmi International School and College
SSLC -
Charans Public School
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