Suraj Kumar
New-Delhi
Summary
Dynamic Technical Process Specialist at Infosys BPM Ltd. with a proven track record in performance-driven customer solutions. Expert in process optimization and resilient under pressure, consistently achieving high NPS scores. Adept at leveraging technology to enhance client satisfaction and foster strong relationships, resulting in significant sales growth and client retention.
Overview
6
6
years of professional experience
Work History
Technical Process Specialist (3A)
Infosys BPM Ltd.
02.2023 - 06.2023
- Resolving customer’s technical issues related to their internet needs and issues
- Making sure to reach utmost customer satisfaction to improve company’s values and presence
- Have been achieving better NPS on daily basis, became a concrete participant in weekly performance trail recently for 12 Weeks, in a row
- Tools such as CRM, Confluence, Cloud have really been a big help while handling the objections with utmost success ratio
- Achieved most of the titles and perks while working with the organization based on performance and strategies that I could either build or capture from the trend setters
Sr. Associate (Consumer Handling & Hard Core sales)
Personiv Contact Centre
01.2020 - 08.2021
- Getting on direct OB calls to the customers in Canada, focused on finding their needs out
- Resolving customer problems related to their ISPs by offering better deals and timely resolution(s)
- Probing consumers to understand what they are missing in their lives’ at present that relates to our product(s) and getting them onboard resulting in better business for the organization from a sales point of view
- Closing the deal over the call for 2-3 years term
- Not just making the “sales”; a successful task; but also addressing technical challenges that they face in their day to day life using developed strategies within the given time
- Always have worked on my skills to stay updated and useful per the current market standards and requirement(s)
- Key Learning: Time management, Up-selling, Relationship Building, Strategic Approach toward handling tough situation(s)
Customer Experience Specialist (Service Management & Client Handling)
Airseva India Pvt. Ltd.
06.2017 - 07.2019
- Understanding client requirements and advising them of the best options as per their requirements of the product(s) and usage(s) of the same
- Resolving client issues related to their travel needs and their travel related concerns; to different parts of the world
- Helping them by turning money into experience(s), not just resolving the issues but also providing satisfaction for the services by going an extra mile as and when needed
- Helping the clients in their travel planning as well as destination selections for the best stay during their precious moments and celebration(s)
- Providing end to end service and maintaining relationship with assigned client(s)
- Taking advantage of tools offered making sure I remain goal oriented and the process; sales driven
Education
B.A. Hons (Eng.) - English
IGNOU, IGNOU
Dwarka01.2016
Aircraft Maintenance Engineering - Aviation Licence Course- Mechanical
Indian Institute of Aeronautics, IIA
Mundka01.2014
XII - PCM Group
Pt MMMSVM, U.P. Board
Lakhimpur-Kheri01.2011
X - PCM Group
Pt DDUSVM, U.P. Board
Lakhimpur-Kheri01.2008
Skills
- Performance-Driven
- Professional English Trainer
- Client-Centric Knowledge Base
- Resilience Under Pressure
- Consistent Deadline Adherence
- Interpersonal Engagement
- Target-focused
- Focused Decision Maker
- Computer handling
- Process Optimization
- Technology Adaptability
Addresses
404, B-99, Street no. 1, Mahipalpur Ext, New Delhi, Delhi, 110037
Personal Information
- Date of Birth: 01/04/93
- Gender: Male
Languages
- English
- Hindi
Hobbies Interests - Hobbies
- Chess
- Table Tennis
- Travelling
- Writing on social topics and emotional intelligence
- Mostly write Versification(s) during spare hours
Achievements Awards
- A Dell Certified Technician
- Certified Licence Course Holder of AME (IIA) approved by the Director General Of Civil Aviation
- A Trip Certified Case Manager (Service Management & Client Handling) at Airseva (Airbnb)
- Spoken English Trainer Certified by UrbanPro and British School Of Languages
Timeline
Technical Process Specialist (3A)
Infosys BPM Ltd.
02.2023 - 06.2023
Sr. Associate (Consumer Handling & Hard Core sales)
Personiv Contact Centre
01.2020 - 08.2021
Customer Experience Specialist (Service Management & Client Handling)
Airseva India Pvt. Ltd.
06.2017 - 07.2019
B.A. Hons (Eng.) - English
IGNOU, IGNOU
Aircraft Maintenance Engineering - Aviation Licence Course- Mechanical
Indian Institute of Aeronautics, IIA
XII - PCM Group
Pt MMMSVM, U.P. Board
X - PCM Group
Pt DDUSVM, U.P. Board
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