Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHADRACK SHANTH KUMAR

CUSTOMER SUPPORT AND PROGRAM MANAGER

Summary

Experienced Customer Success and Support Manager, analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

7
7
years of professional experience

Work History

Customer Support and Program Manager

Pepper Content
Mumbai
03.2022 - Current
  • Customer facing, Escalation and Complaints management, Operations coordination, Product Analysis and demo delivery and Program management.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Collaborated with sales and product teams to address customer success objectives.
  • Change Analysis, Waste and Obstacle monitoring, Team performance management and delivery analysis and strategic plan program.
  • Coached team members on productivity strategies to accomplish challenging goals.
  • Facilitated workshops and conducted one-on-one training to educate team members.
  • Established milestones and objectives based on input from functional areas and stakeholders.

Fraud Analyst – Customer Support

JPMorgan Chase
Bangalore
04.2019 - 09.2021
  • Customer relations, Fraud investigation, Escalations, Complaint
  • Management, CSAT & DSAT Analysis, Claims, LMOS support and
  • Electronic Money Movement analysis.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.

Subrogation Analyst

SICO Healthcare care
Chennai
01.2018 - 10.2018
  • Analyzed financial trends and provided detailed financial reports to management.
  • Developed and maintained database of financial records for clients.
  • Devised and implemented controls and procedures to promote financial accuracy.
  • Worked on claims and claim analysis.

Senior Technical Associate

IBM India Private Limited
Bangalore
02.2016 - 12.2017
  • Branch applications, network troubleshooting and technical associate.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted business partners in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Documented support interactions for future reference.

Education

Bachelor's of Engineering - Engineering (Aeronautics)

Mount Zion College of Engineering And Technology
08.2010 - 2014.06

Skills

Comfortable with the Microsoft Office Application Packages

undefined

Timeline

Customer Support and Program Manager

Pepper Content
03.2022 - Current

Fraud Analyst – Customer Support

JPMorgan Chase
04.2019 - 09.2021

Subrogation Analyst

SICO Healthcare care
01.2018 - 10.2018

Senior Technical Associate

IBM India Private Limited
02.2016 - 12.2017

Bachelor's of Engineering - Engineering (Aeronautics)

Mount Zion College of Engineering And Technology
08.2010 - 2014.06

Similar Profiles

CREATE PROFILE
SHADRACK SHANTH KUMARCUSTOMER SUPPORT AND PROGRAM MANAGER