Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Rohit Kumar

Sr. Customer service Executive
Gurgaon

Summary

Experienced Sales Support and Customer Service professional with a strong background in BPO and IT industries. Proficient in resolving technical and operational issues with efficiency while maintaining a customer-centric approach. Skilled in conflict resolution, problem-solving, and effective communication, with proven ability to deliver timely solutions and ensure high client satisfaction. Adept at collaborating across teams, adapting to changing demands, and driving results through strong interpersonal and analytical skills.

Overview

7
7
years of professional experience

Work History

Resolution Specialist

Airbnb
Gurgaon
07.2024 - Current
  • Handled escalated 80+ calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
  • Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
  • Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.

Sales Analyst

ACCENTURE
Gurgaon
09.2018 - 01.2024
  • Conducted thorough analysis of sales data to identify trends, patterns, and opportunities for improvement
  • Developed and maintained sales performance dashboards and reports to track key metrics and KPIs
  • Collaborated with sales teams to understand their requirements and provide customized analysis and insights
  • Conducted market research and competitor analysis to identify market trends and opportunities
  • Implemented sales forecasting models to predict future performance and inform strategic decision-making
  • Presented findings and recommendations to senior management, enabling data-driven decision-making processes
  • Contributed to the development of sales strategies and initiatives based on data-driven insights

Executive

INTER GLOBE TECHNOLOGIES
06.2018 - 09.2018
  • Developed and executed comprehensive business plans to drive revenue growth, market expansion and operational efficiency.
  • Collaborated with cross-functional teams to identify market trend, customer preferences and competitive dynamics to inform strategic decision-making.
  • Established and maintained relationships with key stakeholders, including suppliers, partners and government entities, to support business objectives and foster collaboration.
  • Monitored and analyzed performance metrics, financial indicators and operational KPIs to assess business performance and identify opportunities for improvement.
  • Implemented process improvements, organizational changes and technology enhancements to optimize performance and enhance the customer experience.
  • Represented ODIGEO in industry forums, conferences and events to promote brand awareness, thought leadership and networking opportunities.

Education

Bachelor of Computer Applications - Computer Application's

Jamia Hamdard University
New Delhi
07.2013

High School Diploma -

Tagore Children Academy
Rajasthan
05.2010

Secondary Education -

Kendriya Vidyalaya
New Delhi
04.2008

Skills

  • Salesforce

  • Microsoft Office

  • CRM

  • Google Sheets

  • Excel

Teamwork

Awards

Encore Award Recognized for collaborative efforts in consistently meeting and exceeding annual targets, demonstrating exceptional teamwork and dedication to shared objectives., Performer of the Month/Year Acknowledged for outstanding performance and exemplary contributions to Technical Support and Customer service. Received recognition for outstanding performance and contribution to the sales team's success.

Timeline

Resolution Specialist

Airbnb
07.2024 - Current

Sales Analyst

ACCENTURE
09.2018 - 01.2024

Executive

INTER GLOBE TECHNOLOGIES
06.2018 - 09.2018

High School Diploma -

Tagore Children Academy

Secondary Education -

Kendriya Vidyalaya

Bachelor of Computer Applications - Computer Application's

Jamia Hamdard University

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Rohit KumarSr. Customer service Executive