Vikas Kumar
Bangalore
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Accenture Solution Private Limited
Bangalore
06.2020 - 08.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Handling customers queries over email, chat and phone.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Lead Associate
Indecomm Global Services
Bangalore
10.2017 - 02.2020
- Allocate work for team as per their capability
- Working on Netronline to check property tax information of different counties in United States
- Periodic interaction with team leads regarding updates in the process and download the same with team manager
- Interact with client throughout chats and calls
- Preparing training plans for new hires
- Responding client email queries and make them understand
- Calling to tax offices in US and getting the property tax lien information
- Send mail away request and coordinate with FedEx shipping executive to get the property related documents from US tax offices
- Callings different counties of United States for code enforcement and building permits
- Prepare tax lien search document and send it to client
- Helping the customers to buy the properties and give the details about the over the calls and emails
- Coordinate with the TL to achieve the targets as per SLA and participate in daily team huddle
- Chatting with clients and resolving their queries in a timely fashion
- Resolving queries of new joiners support them to achieve their daily targets
- Assisting new joiners to do the basic troubleshooting for VPN and Network
- Providing Access to the new joiners like office360 and outlook
- Help the team to improves the AHT and conduct mock calls for the team
Customer Success
Accelyst Solutions Private Limited (Freecharge)
Bangalore
02.2016 - 02.2017
- Handling customer queries over the mail and over the phone
- Use to take care the merchant queries
- Taking care of the outgoing calls and incoming calls
- Use to handle the level 2 queries of the customers
- Handling the escalation calls and emails and providing the floor support
Social Interactive Media Advisor
[24]7 Inc.
Bangalore
07.2014 - 12.2015
- Establishing & maintaining strong relationship with the established clientele & constantly exploring into new business opportunities
- Build and maintain successful relationships with customers
- Handled the Citibank customers query related to their accounts
- Selling the Citibank products to the new US based customers
- Leading direct customer engagements to reach established targets account Management
- Training new team members and providing the floor support
- Giving prompt and accurate information to the new team members
Education
Bachelor of Commerce -
Dr. CV Raman University
06.2016
Diploma in Commercial Practice -
BSF Institute of Technology
Bangalore06.2012
General Studies -
Juglal Senior Secondary School
Bhiwani, Haryana02.2008
Skills
- HR background
- Good Analytical and Problem-Solving Skills
- Good Communication skills
- Good team player
- Good listener
- Enthusiastic
- Managing under stress and stringent deadlines
- Positive and professional
Accomplishments
- Supervised team of 10 staff members.
- Received the best agent award for Citigold Chat in July, August, and November 2015.
- Won 2 quarterly best Agent award working with Accelyst Solution.
- Won Several Awards for best Lead Associate in Indecomm Global Services.
Languages
- Hindi
- English
- Punjabi
- Bengali
Hobbies and Interests
Playing Cricket
Personal Information
Title: Technical Support
Additionalinformation - Leadership
I was the captain for BSF IT for two years.
Timeline
Customer Service Representative
Accenture Solution Private Limited
06.2020 - 08.2024
Lead Associate
Indecomm Global Services
10.2017 - 02.2020
Customer Success
Accelyst Solutions Private Limited (Freecharge)
02.2016 - 02.2017
Social Interactive Media Advisor
[24]7 Inc.
07.2014 - 12.2015
Bachelor of Commerce -
Dr. CV Raman University
Diploma in Commercial Practice -
BSF Institute of Technology
General Studies -
Juglal Senior Secondary School
Similar Profiles
Sankha Suvra GhosalSankha Suvra Ghosal
Decision Science Consultant at Accenture Solution Private LimitedDecision Science Consultant at Accenture Solution Private Limited
AJEET KHADKATHOKIAJEET KHADKATHOKI
SENIOR ASSOCIATE at ACCENTURE SOLUTION PRIVATE LIMITEDSENIOR ASSOCIATE at ACCENTURE SOLUTION PRIVATE LIMITED
DIVYA SABHARWALDIVYA SABHARWAL
Application Development Associate at Accenture Solution Private LimitedApplication Development Associate at Accenture Solution Private Limited