Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shiv Kumar

Shiv Kumar

New Delhi,DL

Summary

Detail-oriented professional with top skills in customer services, counselings, customer relations, problem-solving and record-keeping. Talented in addressing different service and product problems with thorough and positive style. Ready to help with focus on finding creative solutions to conflicts and complaints.

Overview

10
10
years of professional experience

Work History

Technical Support Advisor

Concentrix
02.2024 - Current
  • Working in International Chat process, for a US Client name Comcast.
  • Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
  • Fostered positive relationships with customers through clear communication.
  • Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
  • Maintained expert-level knowledge of company products to provide accurate information to clients during chats.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Improved overall user experience by providing personalized assistance based on individual client needs.

Customer Service Associate

POLICYBAZAAR INSURANCE BROKERS PRIVATE LIMITED,
12.2021 - 08.2022
  • Handling inbound and outbound calls of new and existing customers of NSTP department.
  • Providing guidelines details for self inspection videos.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Met deadlines, achieved goals and worked under pressure in dynamic environment.
  • Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
  • Resolved customer queries over phone and by email.
  • Input customer information, call notes and personal data onto internal database.
  • Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
  • Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.

Visa Consultant

Euro Study Group
03.2017 - 05.2020
  • The process involves counselling the students for overseas education.
  • Identify skills, interests & career goals of the prospective students.
  • Follow-up with the student, solving the student queries and handling the registrations.
  • Coordinating with students & universities abroad.
  • Dealing for all types of visas like study visas, tourist visas and work visas.
  • Most dealing countries are Czech republic, Poland, Germany, and many more European countries.
  • Good counselling knowledge of all other big countries like Australia, Canada, UK, USA etc.
  • Drafted application forms with high accuracy and detailed representations to increase approval odds.

Machine Operator

Sona Koyo Steering Systems Limited
09.2014 - 11.2016
  • Set up and ran machinery to produce exceptional products for industrial needs.
  • Operating most of the machines of Hydraulic Power Steering Assembly line.
  • Check & fill the Poka-Yoke & J.H check sheet of machine at shift starting.
  • Kept detailed production records and identified hold-ups.
  • Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly.
  • Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.

Education

Bachelor of Arts - Arts

Maharshi Dayanand University
Rohtak
2018

Certificate of Higher Education - Arts

Haryana Open School
Bhiwani
2014

Diploma of Higher Education - Mechanical

Kalpana Chawla Institute of Engineering
Chikanwas, Hisar
2012

Skills

  • Customer query management
  • Team management
  • Complaint handling
  • Active listening
  • Relationship building and management
  • Confident
  • 1-2-1 counselings
  • Customer Service
  • Technical Support
  • Account Management
  • Multitasking Abilities

Languages

English
Upper Intermediate
B2
Punjabi
Elementary
A2
Hindi
Bilingual or Proficient (C2)

Timeline

Technical Support Advisor

Concentrix
02.2024 - Current

Customer Service Associate

POLICYBAZAAR INSURANCE BROKERS PRIVATE LIMITED,
12.2021 - 08.2022

Visa Consultant

Euro Study Group
03.2017 - 05.2020

Machine Operator

Sona Koyo Steering Systems Limited
09.2014 - 11.2016

Bachelor of Arts - Arts

Maharshi Dayanand University

Certificate of Higher Education - Arts

Haryana Open School

Diploma of Higher Education - Mechanical

Kalpana Chawla Institute of Engineering

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Shiv Kumar