Shubham Kumar
Complaints Specialist
Bangalore
Summary
Energetic and optimistic technical expert with more than 7 years of professional experience assisting clients in solving complex issues. Proven ability to develop strong relationships across cultures and I'm accustomed to working in a high-paced environment and using my attention to detail and initiative to optimize the efficacy of the organization.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Complaints Specialist
Telstra Global Services
Bengaluru
11.2024 - Current
- Reduced repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.
- Contributed to company reputation by consistently delivering exceptional service during challenging situations with dissatisfied customers.
- Maintained detailed records of all escalated complaints, identifying trends and recommending improvements where necessary.
- Participated in quality assurance audits, reviewing complaint files for compliance with company policies and regulatory requirements.
Assurance L2 Tech Complex
Telstra Global Services
Bengaluru
03.2023 - 10.2024
- Diagnosed network issues and troubleshoot software and hardware problems.
- Taking a lead in handling complex escalations in line of business to meet customer's and business expectations.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Assisted new/nesting batches where I shared my knowledge and guided them in learning the process and to improve collectively.
- Evaluated and scrubbed data to identify gaps which lead to multiple contacts and worked on FCR data to achieve our goals and customer satisfaction.
- Maintained up to date knowledge of products and services.
- Trained team on operating procedures and company services.
Assurance Consultant
Telstra Global Services
09.2020 - 02.2023
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
Customer Service Representative
[24]7.ai Pvt Ltd
09.2017 - 09.2020
- Dedicated and tactful Customer Service Representative with 3 years of experience in a tech support and customer care for telecommunications firm of Australia.
- Learnt and gained personal knowledge of product specifications, workflow and best practices in customer service and issue resolution.
- Software/Applications used Nexus, Jarvis, nbn co, Map blaster, IFMS ticket management, Citrix, MS word, MS office, MS power point etc.
Education
Masters of Commerce -
Deen Dayal Upadhyay University
Gorakhpur, Uttar Pradesh 05.2014 - 6 2016
Skills
- Leadership Skills
- Excellent Communication Skills
- Multitasking Skills
- Effective Time Management
- JIRA
- Salesforce
- AWS
- Teamwork and collaboration
- Complaint handling
Rewards And Recognition
- 90%-100% score in quality (throughout the year 2021)
- Top performer for the month of October and November 2021
- Top performer for the month of April and May 2022
- Constant performer in QA score
- Unsung hero for the month of March, May, June, September 2023. February and April 2024
- Rockstar award for January and February in complaints space
Timeline
Complaints Specialist
Telstra Global Services
11.2024 - Current
Assurance L2 Tech Complex
Telstra Global Services
03.2023 - 10.2024
Assurance Consultant
Telstra Global Services
09.2020 - 02.2023
Customer Service Representative
[24]7.ai Pvt Ltd
09.2017 - 09.2020
Masters of Commerce -
Deen Dayal Upadhyay University
05.2014 - 6 2016
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