Summary
Overview
Work History
Education
Skills
Languages
Timeline
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RAHUL KUMAR

RAHUL KUMAR

Delhi

Summary

Proactive and results-driven Customer Success professional with 5+ years’ experience in delivering multichannel client support, driving process improvements, and ensuring exceptional customer satisfaction for global technology brands. Skilled in client onboarding, issue resolution, and stakeholder collaboration, with a proven ability to train AI-based systems, streamline workflows, and maintain top CSAT scores. Seeking to leverage expertise in account management and client relationship building to excel as a Customer Success Manager in a growth-oriented organization.

Overview

6
6
years of professional experience

Work History

Sr. Multi Support Channel Specialist

Cognizant Technologies Solutions
02.2024 - Current
  • Collaborated with cross-functional teams to achieve project goals on time and within quality standards.
  • Improved customer satisfaction rates through proactive problem-solving and efficient issue resolution.
  • Followed all company policies and procedures to deliver consistent, high-quality work.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.
  • Provided expert multichannel support (email, chat, and phone) for a leading global business platform client, ensuring timely and accurate resolution for users.
  • Troubleshot and resolved concerns related to account verification, listing updates, profile visibility, and policy compliance.
  • Partnered with internal teams to train AI-based support systems, improving accuracy and customer experience.
  • Audited and evaluated AI-generated responses to ensure alignment with support guidelines.
  • Maintained high CSAT scores and contributed to knowledge base updates for continuous service improvement.

Retention Specialist

Teleperformance India Pvt. Ltd.
11.2019 - 04.2023
  • Delivered exceptional support for Adobe’s subscription-based products, ensuring high customer satisfaction and long-term retention.
  • Collaborated with cross-functional teams to resolve complex issues, improving the overall customer experience.
  • Provided tailored product recommendations and guidance to help customers achieve their desired outcomes, strengthening brand loyalty.
  • Aligned customer needs with business objectives by optimizing contact management workflows and documenting best practices in the CRM.
  • Maintained accurate records of interactions, resolutions, and follow-ups to support proactive customer engagement.
  • Consistently exceeded performance targets by focusing on customer success and relationship-building rather than transactional problem-solving.
  • Conducted product walkthrough and created customer-facing resources to prevent churn and improve adoption of key features.
  • Contributed to company-wide KPIs through a customer-first, team-driven approach that promoted retention and satisfaction.

Education

Bachelor of Arts - Political Science (Hons)

Delhi University

Senior Secondary School Certificate - Arts

CBSE Board

Secondary School Certificate - undefined

CBSE Board

Skills

  • Ms Office (MS Excel, Word)
  • Customer Relationship Management (CRM)
  • Client Onboarding & Retention
  • Multichannel Support (Email, Chat, Phone)
  • Process Improvement & Workflow Optimization
  • Technical Troubleshooting & Guidance
  • AI & Automation Support Training
  • Customer Feedback Analysis
  • High CSAT & NPS Management
  • Knowledge Base Creation & Maintenance

Languages

English & Hindi

Timeline

Sr. Multi Support Channel Specialist

Cognizant Technologies Solutions
02.2024 - Current

Retention Specialist

Teleperformance India Pvt. Ltd.
11.2019 - 04.2023

Senior Secondary School Certificate - Arts

CBSE Board

Secondary School Certificate - undefined

CBSE Board

Bachelor of Arts - Political Science (Hons)

Delhi University

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