Rahul Kumar
New Delhi
Summary
Detail-oriented professional with 7+ years of experience in customer support and quality analysis, including mentoring, auditing, and process improvement. Skilled in lead vetting, data qualification, and resolving complex cases with minimal supervision. Strong capability to guide team members, conduct shadow sessions, coordinate with cross-functional stakeholders, and handle ad-hoc analytical assignments. Adept at deriving insights, conducting research, and contributing to team success through high-quality output and collaboration.
Overview
8
8
years of professional experience
Work History
Quality Analyst
Teleperformance
07.2024 - Current
- Conducted root cause analysis to prevent recurring defects in process.
- Daily shift briefings related to new process updates and top errors
- Engage frequently in ad-hoc analysis and data-backed reporting to support business decisions.
- Assisted in training new team members on quality assurance practices and tools.
- Monitored compliance with internal standards and client specifications consistently.
- Reported findings to management, providing actionable insights for process enhancements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Senior Customer Support Representative
Teleperformance
09.2022 - 07.2024
- Handled USA based customer escalations, credit report concerns, and case-based resolutions with high ownership.
- Upsold online credit monitoring services to consumers
- Communicated insights and patterns to supervisors for process improvement.
- Maintained strong quality and empathy metrics while assisting peers in query handling.
Senior Customer Support Representative
IGT Solutions
01.2022 - 07.2022
- Supported global customers with booking and account-related inquiries across
flights, hotels, cars, and activities. - Utilized GDS tools to analyze booking failures, discrepancies, and payment-related
issues—resolving mismatches efficiently. - Ensured compliance with travel and booking guidelines while maintaining service
accuracy under time-sensitive conditions.
Senior Customer Support Representative
Concentrix
06.2018 - 01.2022
- Delivered email support for Amazon sellers across North America and Europe.
- Identified recurring issues and escalated critical risks to relevant teams.
- Recommended process improvements to leadership to reduce operational defects.
- Mentored new associates to improve productivity and adherence to SOPs
Education
High School Diploma -
Convent Of Gagan Bharti Sr. Sec. School
New DelhiBachelor of Commerce -
School Of Open Learning (Delhi University)
New Delhi02-2021
Skills
- Lead Review, Qualification & Vetting
- Routine & Complex Workflow Management
- Ad-hoc Research & Insight-based Analysis
- Training, Mentoring & Shadow Sessions
- Quality Auditing & Reporting
- Calibration with Clients and Internal Team
- Decision Making & Ownership with Low Supervision
- Customer Issue Resolution (Voice/Email)
Additional Information
I bring the capability to independently manage lead qualification workflows, drive insight-based research, and support the team through informal training, knowledge sharing, and ad-hoc initiatives. My adaptability helps me quickly switch tasks, solve challenging cases, and contribute toward improved operational outcomes.
Timeline
Quality Analyst
Teleperformance
07.2024 - Current
Senior Customer Support Representative
Teleperformance
09.2022 - 07.2024
Senior Customer Support Representative
IGT Solutions
01.2022 - 07.2022
Senior Customer Support Representative
Concentrix
06.2018 - 01.2022
High School Diploma -
Convent Of Gagan Bharti Sr. Sec. School
Bachelor of Commerce -
School Of Open Learning (Delhi University)