Having good and extensive Experience of all kinds of BPO process
ROHIT KUMAR
Senior Executive-Customer Support
Delhi NCR
Summary
CAREER CONSPECTUS: Good record of problem solving in company utilizing best company resources and adding value through my knowledge and experience. Highly motivated, positive and Goal-oriented, with demonstrated professionalism in the field of customer service and support. Proven track record of maintaining good quality of work, helping teammates helping overall organization to reach targets. Enthusiastic [Job Title] with knowledge of resolving customer problems. Works to increase success through effective work strategies and customer service.
Overview
10
10
years of professional experience
1
1
Language
Work History
Senior Executive
Housing.Com-REA India Group
Gurgaon
03.2021 - Current
- In Broker relationship Management (Real Estate Documentation, collection and Operational Support)., I have to address Email and Complaint handling to maintain client account to Provide client assistance (Brokers and Developers who post their property in our website)
- 2) Operational services and support to the B2B Client and customers by troubleshooting the problems related to their accounts
- 3) Support sales executive if they are facing issues in selling before and after the Package of products and do verification of Documents provided by client while posting property on our website like RERA Registration, location, NOC certificates from various Regulating bodies, Rent Payment, property Documents etc
- 4) Live the Package which is sold to our clients after payment received approved by finance shown in CRM and Documents verified
- 5) Do all basic CRM related activities to ensure proper smooth way of functioning of work within TAT
- Total 06yr + experience in including 3 yr
- Till now experience in Customer service, Back-office, Documentation, collection, operational Representative.
Teletech India Customer Solution Private Limited
Ahmedabad
02.2019 - 02.2021
- Customer service, Back-office, Documentation, collection Representative from, in various process like:
- MakeMyTrip (Domestic & International process) Roles and Responsibilities:As a customer support representative, I had to address Email and Complaint handling to resolve query regarding Customer (US/UK) Reservation, Travelling and International Holiday Packages by using details from MakeMyTrip Navision Software and replying through emails and messages to customer through MakeMyTrip CRM software
- Help In creating feedback report and Provide alternate Hotel in Nearby areas where Customer booked Hotel and got cancelled by hotel, to the customer to retain Customer satisfaction.Perform content moderation process of Various MakeMyTrip Linked Hotels like adding various Amenities and Facilities in MMT given software
- 4.Add Photos and Picture of Hotel properties in MakeMyTrip software by gathering information from respective Hotels through email and phone
- Payment collection through Various channels.L executive for the daily operations of organizing and facilitating team members, assuring on time daily delivery of resolutions within TAT
- Airbnb as FRAUD PREVENTION REPRESENTATIVE in International process (Operational and Back-office type)
- Roles and Responsibilities: Perform various Kinds of investigation and Document verification of Host and Guest account in Airbnb (American travelling website) to prevent fraud in account and payment details of Hosts and Guests using Airbnb website
- Email and Complaint handling to minimizing risk by ensuring trust and safety of Customer by using various social media tools like Facebook, Instagram for verification of online presence of user and do google research and google reverse image for verification of Host listing location.Addressing and providing best solution to the Customers (Host and Guest) and regarding their any query related to Safety and Policies respectively using online chats and through Ticket generation system (Zendesk)
- 4.Replying to the Customer through emails in meaningful way to resolve their issues.
Junior officer
IPCA Laboratories Limited, Ipca Laboratories Ltd
Haveli, Silvassa
01.2014 - 01.2018
- Documentation (in plant operation) in pharmaceutical, department was to ensure all type Engineering documentation like maintenance of spare parts stock in SCM (Supply chain Management) software.Maintain Record of proper and Schedule Calibration of equipment Both in Excel sheet and Calibration Manager Software and all kind of operational support to team mate.Provide Backoffice support to different departments regards maintenance work.
Education
B.E - Electrical and Electronics Engineering
SAM College of Engineering and Technology
Bhopal, MP /2009 - /2013
Intermediate - Science
CBSE
/2007 - /2009
Matriculation - Maths,English,Science
CBSE, Eklavya Education Complex
/2006 - 01.2007
Skills
COMPUTER SKILLSWell versed in Concept and application of Microsoft-Office all applications, InternetClear Examination of CCC (course on Computer Concept) with B grade (65 to 74%) held by NEILT in DEC 2019 For Certificate on All Basic computer ConceptsOperating CRM software as per Company requirement and ZendeskProductivityQualitySLA Turn around TATOwnershipAlligning work with the Core Values and Vision of organization
Time-critical decision making
Self-awareness
Cross-industry collaboration
Problem solving skills
Team collaboration
Operations management
Customer Service
Excel proficiency
Accomplishments
- Implemented AI tools in Problem solving process, streamlining work and increasing efficiency by 99%
- Collaborated with Product team in development and launch of new company products in the Market.
- Documented and resolved customer and team member repeated issue, contributing to significant decrease in workload.
Software
Timeline
Senior Executive
Housing.Com-REA India Group
03.2021 - Current
Teletech India Customer Solution Private Limited
02.2019 - 02.2021
Junior officer
IPCA Laboratories Limited, Ipca Laboratories Ltd
01.2014 - 01.2018
B.E - Electrical and Electronics Engineering
SAM College of Engineering and Technology
/2009 - /2013
Intermediate - Science
CBSE
/2007 - /2009
Matriculation - Maths,English,Science
CBSE, Eklavya Education Complex
/2006 - 01.2007