Rahul Khadam
Bangalore
Summary
Ambitious Executive successful at setting policies, improving performance, and updating processes. Looking to apply knowledge and expertise to contribute to business sustainability and growth. Pursuing challenging new position at a growing organization. Excelling in network diagnostics and fostering positive customer relationships. Mastered product troubleshooting and staff training, enhancing service support efficiency. Skilled in analytical thinking and complaint resolution, significantly boosting satisfaction and operational performance.
Overview
4
4
years of professional experience
Work History
Executive
24/7 Customer Private Limited
Bangalore
08.2023 - Current
- Resolved customer inquiries regarding system setup, product features, and usage via phone and email. Performed troubleshooting activities to identify the root cause of technical issues.
- Ensured compliance with established policies regarding security and privacy standards. Advising and providing a tailored solution and products (upsell) according to the requirements, I advised on best practices for data management and cybersecurity to protect sensitive information.
- Resolved customer inquiries via phone, email, or other channels. Configured network settings such as IP addressing, DNS records, and DHCP reservations. Demonstrated advanced product knowledge to solve customer issues.
- Managed the resolution of escalated customer service issues, and assessed customer needs accurately before providing a solution or recommendation. Updated knowledgebase articles with information about new products or services.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking. Implemented feedback from customer satisfaction surveys to improve service quality.
- Trained new support representatives on troubleshooting techniques and company support protocols. Trained new support representatives with process knowledge, navigation of various applications, and quality assurances.
- Assisted customers with password resets, account unlocks, and security settings adjustments. Also, educated the customer about network fiber optic cables, Ethernet cables, and other networking cabling and conduits.
- Configured hardware devices and software settings to optimize network performance. Assisted the customers by scheduling technicians' visits for the installation of wiring, cabling, and establishment of devices, and maintaining, repairing, and improving network operations.
- Maintained positive working relationship with fellow staff and management. Conducted remote diagnostics to identify and solve technical problems. Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems, and collaborated with National Broadband Network (NBN Co) to resolve complex technical problems quickly.
Customer Service Executive
NoBroker Technologies Solutions Private Limited
Bangalore
07.2021 - 07.2023
- Communicate effectively via email for the activation of user accounts, and ensure smooth coordination.
- Maintained a positive working relationship with fellow staff and management.
- Identified and eliminated broker/agents entering into the platform.
- Responsible for handling data for the team.
- Coordinated work assignments and delivered services as per the SLA (Service Level Agreement).
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Provided coaching skills in telephone manners and problem-resolution skills to new hires, which boosted confidence significantly.
Education
Bachelor of Computer Applications -
East Point College Of Higher Education
Bangalore, India08-2024
Skills
- Network diagnostics
- Service support
- Product troubleshooting
- LAN/WAN
- Appointment scheduling
- Performance testing
- Staff education and training
- Analytical thinking
- Product knowledge
- Security protocols
- System diagnostics
- Complaint resolution
- Network configuration
- TCP/IP
- Technical issues analysis
- Active listening
- DHCP/DNS ethernet and Channel optimization
- Product training
- Knowledge base management
Affiliations
- Biking
- Swimming
- Camping
- Gymming
- Volleyball
Languages
Kannada
First Language
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Tamil
Elementary (A2)
A2
Malayalam
Elementary (A2)
A2
Telugu
Elementary (A2)
A2
Marathi
Upper Intermediate (B2)
B2
Timeline
Executive
24/7 Customer Private Limited
08.2023 - Current
Customer Service Executive
NoBroker Technologies Solutions Private Limited
07.2021 - 07.2023
Bachelor of Computer Applications -
East Point College Of Higher Education
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