Priyanshu Kapil
Gurgaon,HR
Summary
Dynamic IT and Operations professional with a proven track record at Country Delight, excelling in inventory management and enhancing customer support processes. Demonstrated expertise in HTML and React Js, coupled with exceptional problem-solving capabilities. Significantly improved operational efficiency and customer satisfaction, leveraging technical and interpersonal skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Associate
Country Delight
02.2024 - Current
- Inventory Management: Managed and tracked IT hardware and software inventory, including computers, peripherals, and licenses, ensuring accurate records and timely updates.
- System Installation and Configuration: Installed, configured, and maintained Windows and Linux operating systems on workstations and servers, ensuring system compatibility and optimal performance.
- Technical Support: Provided basic end-user technical support, troubleshooting hardware and software issues, and resolving problems related to operating systems, applications, and network connectivity.
- System Updates and Maintenance: Conducted routine updates and patches for both Windows and Linux systems to ensure security and performance standards were met.
- User Account Management: Created, managed, and maintained user accounts and permissions across various systems, ensuring appropriate access levels and security measures.
- Hardware and Software Troubleshooting: Diagnosed and repaired hardware malfunctions, including desktops, laptops, and peripherals, and provided software support to resolve application-related issues.
- Documentation and Reporting: Documented IT support activities and inventory changes, providing detailed reports on system status, technical issues, and resolutions to management.
Senior Operations Associate
Country Delight
04.2021 - 02.2024
- Data Management: Exported and analyzed data from CRM systems to track and manage customer requests, ensuring accurate and up-to-date information for efficient operations.
- Product Pickup Coordination: Monitored and processed customer requests for product pickups, arranging logistics and coordinating with the relevant teams to ensure timely and accurate collection of products.
- Refund Processing: Initiated and managed the refund process for returned or exchanged products, ensuring adherence to company policies and providing timely resolutions to customer issues.
- Cross-Departmental Coordination: Liaised with the central team to facilitate smooth operations for product pickups, replacements, and returns, addressing any issues or discrepancies promptly.
- Customer Communication: Communicated effectively with customers regarding the status of their requests, providing updates and resolving any questions or concerns to ensure a high level of satisfaction.
- Documentation and Reporting: Maintained accurate records of all product pickup, refund, and replacement requests, generating reports to track performance metrics and identify areas for improvement.
- Process Improvement: Identified and recommended improvements to operational processes related to product pickups and refunds, contributing to increased efficiency and customer satisfaction.
Customer Support Associate
Country Delight
07.2019 - 03.2021
- Customer Interaction: Served as the primary point of contact for inbound customer inquiries via phone, email, and live chat, providing timely and accurate responses to ensure customer satisfaction.
- Issue Resolution: Diagnosed and resolved a variety of customer issues and complaints with empathy and efficiency, utilizing problem-solving skills and product knowledge to deliver effective solutions.
- Product Knowledge: Maintained a thorough understanding of company products and services to provide knowledgeable support and offer appropriate recommendations or solutions to customers.
- Data Entry and Management: Accurately recorded customer interactions and transaction details into the CRM system, ensuring up-to-date and complete information for future reference.
- Escalation Handling: Identified and escalated complex or unresolved issues to senior support staff or management, ensuring prompt and effective resolution of more challenging customer concerns.
- Customer Feedback: Collected and documented customer feedback to identify trends, areas for improvement, and opportunities for enhancing the overall customer experience.
- Team Collaboration: Collaborated with team members and other departments to address customer needs and achieve departmental goals, contributing to a positive team environment.
- Performance Metrics: Monitored and met performance metrics such as call handling time, first call resolution, and customer satisfaction scores, demonstrating a commitment to excellence in service delivery.
Education
Bachelor of Computer Application -
Pt. Chiranji Lal Sharma Govt. PG College
Karnal, Haryana04.2019
Senior Secondary XII -
Vijeta Public Sr. Sec. School
Karnal, Haryana2016
Secondary X -
Shiv High Public School
Karnal, Haryana2014
Skills
- HTML
- CSS
- Javascript
- Bootstrap
- React js
Certification
Web Development - 05/2023
Ducat IT Training Institute - Gurgaon, Haryana
Timeline
IT Associate
Country Delight
02.2024 - Current
Senior Operations Associate
Country Delight
04.2021 - 02.2024
Customer Support Associate
Country Delight
07.2019 - 03.2021
Bachelor of Computer Application -
Pt. Chiranji Lal Sharma Govt. PG College
Senior Secondary XII -
Vijeta Public Sr. Sec. School
Secondary X -
Shiv High Public School
Web Development - 05/2023
Ducat IT Training Institute - Gurgaon, Haryana
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