Shiv Kumar
New Ashok Nagar, New Delhi
Summary
Accomplished Sr. Representative at Concentrix and former Jr. Engineer at iEnergizer, adept in Microsoft Office Suite and airline booking platforms. Excelled in resolving complex customer issues, enhancing service quality, and achieving key performance indicators. Proven ability to manage high call volumes, resolve escalated issues, and deliver exceptional client service in fast-paced environments. Adept at working in both B2C and B2B domains, ensuring customer satisfaction through efficient problem-solving and communication.
Overview
2
2
years of professional experience
Work History
Sr. Representative, Operations
Concentrix
Gurgaon
09.2024 - Current
Concentrix – MakeMyTrip B2B Department
- Managed corporate employee airline queries, ensuring timely resolutions for changes in flight schedules, seat/meal preferences, name corrections, and other related issues.
- Collaborated with airline partners and internal teams to deliver tailored solutions for corporate clients.
- Maintained high-quality service standards, accuracy, and customer satisfaction.
Jr. Engineer Technical Support
iEnergizer
Noida
03.2023 - 08.2024
iEnergizer – Samsung Process (Home Appliance Department)
- Handled escalated concerns from L1 teams and dealers for home appliances, addressing issues with troubleshooting steps or scheduling technician visits.
- Managed 50–60 calls daily, ensuring prompt and effective resolutions for customer concerns.
- Assisted in refining troubleshooting protocols to enhance efficiency and improve customer experiences.
Education
B.tech - Biotechnology
IILM College of Engineering And Technology
Greater Noida04-2022
Intermediate Certificate - Science Education
Shivaji Shiksha Niketan Inter College
Etawah03-2016
High School - Science
Saint Vivekanand Sr. Sec. Public School
Etawah04-2014
Skills
- Software Proficiency: Microsoft Office Suite, Airline booking platforms, and troubleshooting systems
- Languages: Hindi and English
- Strong communication and interpersonal skills
- Excellent problem-solving abilities under pressure
- Detail-oriented with a focus on delivering quality service
Timeline
Sr. Representative, Operations
Concentrix
09.2024 - Current
Jr. Engineer Technical Support
iEnergizer
03.2023 - 08.2024
B.tech - Biotechnology
IILM College of Engineering And Technology
Intermediate Certificate - Science Education
Shivaji Shiksha Niketan Inter College
High School - Science
Saint Vivekanand Sr. Sec. Public School
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