Santosh Kumar
CHENNAI
Summary
Dynamic Senior Customer Service Associate with over 2 years at Santosh Kumar, excelling in team leadership and process improvement. Proven track record in resolving escalated complaints and enhancing customer satisfaction metrics. Skilled in employee training and adept at analyzing customer feedback to drive service excellence. Committed to fostering a positive brand image.
Overview
4
4
years of professional experience
Work History
Lead CS Intenet
Santosh kumar
CHENNAI
02.2021 - Current
- Highly skilled Senior Customer Service Associate with over 2 years of experience in managing customer relations, resolving complex inquiries, and driving customer satisfaction.
- Demonstrated success in leading teams of up to 20 members, improving processes, and handling escalated issues effectively. Seeking to bring strong problem-solving, leadership, and communication skills to a Senior Associate role where customer service excellence is prioritize.
- - Address escalated customer complaints, ensuring timely resolution and high levels of customer satisfaction.
- - Work with cross-functional teams to identify areas for process improvement and implement new strategies.
- - Train and mentor new hires on company policies, customer service standards, and troubleshooting techniques.
- - Develop and track customer service metrics to meet departmental KPIs and improve customer experience.
- - Analyze customer feedback to provide actionable insights for service improvement.
- - Managed customer inquiries and resolved complex issues related to products, services, and billi
- - Consistently achieved or exceeded monthly performance targets and customer satisfaction metrics.
- - Provided first-line support, addressing customer inquiries and resolving service-related issues.
- - Documented customer interactions and followed up on pending inquiries to ensure timely resolution.
- - Collaborated with the customer service team to improve response times and service delivery.
- - Received commendations for providing excellent customer service and maintaining a positive brand image.
Education
Bachelor of Commerce - Finance And Accounts
Vels University
Chennai 04-2020
Skills
- Customer service
- Team leadership
- Process improvement
- Customer feedback analysis
- Escalated complaint resolution
- Employee training
- Communication skills
- Microsoft office
- Training & Development
Accomplishments
- Awards as best Subject matter expert in Product Life cycle support for the month of December 2024
Languages
English
First Language
English
Upper Intermediate (B2)
B2
Timeline
Lead CS Intenet
Santosh kumar
02.2021 - Current
Bachelor of Commerce - Finance And Accounts
Vels University