Rajat Kumar
Delhi,DL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
Work History
Support Analyst
Cognizant
Gurugram, Haryana
07.2019 - Current
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed and actualized customer service initiatives to decrease wait times.
Education
Bachelor of Technology - Mechanical Engineering
DAV University Jalandhar
Jalandhar, Punjab 08.2014 - 06.2019
Skills
Complaint resolution
Report preparation
Technical Support
Inbound and outbound calling
Special projects
Process Management
Multitasking Abilities
Timeline
Support Analyst
Cognizant
07.2019 - Current
Bachelor of Technology - Mechanical Engineering
DAV University Jalandhar
08.2014 - 06.2019