Rajiv Kumar
New Delhi
Summary
A workaholic and fully dedicated with a Graduation Degree and 6.8+ years of Customer service experience in Various departments. I am prepared and enthusiastic to offer my overall skills, dedication, and experience to achieve a respectful designation.
Overview
7
7
years of professional experience
Work History
Sr. Analyst
American Express
Gurgaon
01.2023 - Current
- Part of the BTA IND team of the Customer Fulfillment Network.
- Currently handling the India ROC matching process single-handedly. MIS, chargebacks, temporary credit allocation, etc.
- I was an earlier part of the BTA ANZ team. Had dealt with Singapore ROC matching single handedly. I worked on the required TMC queries and sent the MDS files, etc. I played my part in the successful automation of Singapore's ROC matching.
Sr. Technical Associate Support
BT Globals India
Gurgaon
07.2021 - 01.2023
- Helping customers with any kind of network issues, like internet, calls, texts, roaming, plan allowances, VAS services, and upselling additional products.
- Managed user accounts and access rights according to organizational requirements.
- Assisted customers with various types of technical issues via live chat.
Sr. Technical Associate Support
Tech Mahindra Pvt. Limited
Noida
11.2020 - 07.2021
- Part of Verizon FIOS home broadband technical team.
- Helped customers with their fiber broadband issues, such as slow speed, internet problems, and issues with TV boxes.
- Upselling additional products, like new broadband plans, new routers, extenders, and set-top boxes.
Sr. Customer Service Associate
Concentrix India Pvt Ltd.
Gurgaon
06.2018 - 11.2020
- Worked as a Sr. Associate in the EE's Billing department.
- Core responsibility areas were helping customers with their bill understanding, extra charges, roaming charges, bill date change, payment method change, address change, roaming charges, and additional benefits.
- Upselling contracts for mobile, SIM-only plans, watches, tablets, and other accessories.
Education
Bachelor Of Business Administration - Management
Bahra group of Institutions
Patiala, Punjab09.2018
+2 - Secondary Examination
Arya Sr. Sec. School
Nabha, Punjab03.2015
Matriculation -
Arya Sr. Sec. School
Nabha03.2013
Skills
- Fluent communication skills
- Good knowledge of MS Excel, VBA, and macros
- Comfortable with numbers and percentages
- Good customer service skills
- Excellent typing speed
- Good experience with billing, technical, and sales processes
- Basic and technical knowledge of computers and mobile devices
- Always open to learning
- Work, time, and stress management skills
- Data analysis
- Tech-Savvy
- Problem solving
- Performance monitoring
Languages
- English
- Hindi
- Punjabi
Timeline
Sr. Analyst
American Express
01.2023 - Current
Sr. Technical Associate Support
BT Globals India
07.2021 - 01.2023
Sr. Technical Associate Support
Tech Mahindra Pvt. Limited
11.2020 - 07.2021
Sr. Customer Service Associate
Concentrix India Pvt Ltd.
06.2018 - 11.2020
Bachelor Of Business Administration - Management
Bahra group of Institutions
+2 - Secondary Examination
Arya Sr. Sec. School
Matriculation -
Arya Sr. Sec. School
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