Shubham Kumar
Gurugram
Summary
Convincing customer care executive with persuasive attitude and professional demeanor. Well-organized and consistently exceeds all goals. Adept at receiving incoming calls from current, future and prior customers to discuss billing issues. Several years of experience in customer and personal service industry.
Overview
3
3
years of professional experience
Work History
Senior Customer Care Executive
Teleperformance Global Business Private Limited
Gurgaon
07.2023 - 07.2024
- Received and responded to customer inquiries in a timely manner, ensuring customer satisfaction.
- Provided technical support and troubleshooting assistance to customers.
- Monitored customer service metrics to ensure quality standards were met.
- Resolved escalated customer complaints within established time frames.
- Developed strategies for improving customer service processes and procedures.
- Created training materials for new customer care representatives.
Customer Service Representative
FIS Global
Gurgaon
10.2021 - 07.2023
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Provided top quality control and eliminated downtime to maximize revenue.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Mentored junior team members and managed employee relationships.
Education
Bachelor of Arts - Humanities
IGNOU
New Delhi07-2023
XII -
Doon Public School
Dhanbad06-2017
Class X -
DAV Public School
Dhanbad05-2015
Skills
- Floor supervision
- Escalation management
- Client relationship building
- Conflict management
- Did Certification in Client Services Certification and Help Desk Certification
Accomplishments
Environmental Club Leader – Dhanbad
• Founded and led a community group focused on combating air pollution caused by underground coal fires.
• Initiated a data-driven project to monitor air quality trends and advocate for sustainable solutions.
Excellent English reading comprehension
- With the ability to analyze and interpret complex texts effectively. Skilled in extracting key insights and synthesizing information.
Timeline
Senior Customer Care Executive
Teleperformance Global Business Private Limited
07.2023 - 07.2024
Customer Service Representative
FIS Global
10.2021 - 07.2023
Bachelor of Arts - Humanities
IGNOU
XII -
Doon Public School
Class X -
DAV Public School
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