Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Hi, I’m

VINOD KUMAR

SENIOR CUSTOMER CARE OFFICER
MOHALI

Summary

Adept at schedule coordination and fostering community engagement, I significantly enhanced student experiences at S. D. Memorial Public School. My leadership in curriculum development and faculty management led to notable improvements in interdisciplinary education. Skilled in team building, I excel in training and mentoring, achieving a positive impact on student and parent relations.

Overview

2025
years of professional experience
1
Certification
1
Language

Work History

S. D. MEMORIAL PUBLIC SCHOOL

School Administrator

Job overview

  • Ensured a safe learning environment by establishing strict safety protocols and emergency response plans.
  • Managed daily school activities, overseeing scheduling, staffing, and facility maintenance tasks to ensure smooth operations.
  • Facilitated collaboration between departments for seamless interdisciplinary education experiences for students.
  • Coordinated extracurricular activities that promoted student growth in academics, arts, athletics, and leadership skills outside of the classroom setting.

THAKUR ASSOCIATES MOHALI

Senior Customer Care Officer
05.2013 - Current

Job overview

  • Conducted regular performance reviews, promoting a culture of continuous improvement within the department.
  • Collaborated with management to develop strategies for optimizing customer experience.
  • Organized regular team meetings to discuss progress toward goals, challenges faced, and best practices learned from daily experiences.
  • Achieved high levels of customer retention through personalized follow-up processes.
  • Implemented new training programs to improve team performance and overall service quality.
  • Contributed significantly towards increasing positive online reviews through exceptional service delivery.

CONVERGYS INDIA PRIVATE LIMITED GURGAON

Senior Customer Care Officer
09.2008 - 03.2013

Job overview

  • Conducted regular performance reviews, promoting a culture of continuous improvement within the department.
  • Collaborated with management to develop strategies for optimizing customer experience.
  • Organized regular team meetings to discuss progress toward goals, challenges faced, and best practices learned from daily experiences.
  • Achieved high levels of customer retention through personalized follow-up processes.
  • Implemented new training programs to improve team performance and overall service quality.
  • Contributed significantly towards increasing positive online reviews through exceptional service delivery.
  • Managed escalated calls professionally, maintaining a calm demeanor while resolving complex issues.
  • Improved communication between departments by establishing clear channels for information sharing on customer needs and concerns.
  • Utilized CRM software efficiently, effectively managing customer data to inform future interactions and account management strategies.
  • Mentored junior staff members, fostering an environment of growth and skill development within the department.
  • Ensured timely resolution of all customer billing disputes through thorough investigation and open communication with relevant departments.
  • Maintained up-to-date knowledge of industry trends and competitive offerings to provide informed recommendations to customers.
  • Developed strong relationships with key clients, ensuring their ongoing satisfaction and loyalty to the company.
  • Evaluated team performance, providing constructive feedback and coaching to improve skills.
  • Created detailed reports on customer interactions for analysis by higher management to identify areas for improvement in service delivery.
  • Decreased call wait times by implementing effective time management strategies within the team.
  • Streamlined the customer care process for increased efficiency and faster response times.
  • Enhanced customer satisfaction by promptly addressing and resolving complaints and inquiries.
  • Led a team of customer care representatives, ensuring consistent adherence to company policies and procedures.
  • Coordinated closely with other departments such as sales, marketing, product development teams for seamless implementation of cross-functional initiatives.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Took ownership of customers issues to follow problems through to resolution.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Assigned and designated job territories to customer care staff according to performance and history.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Investigated and resolved accounting, service and delivery concerns.
  • Sought ways to improve processes and services provided.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Education

INDRA GANDHI NATIONAL OPEN UNIVERSITY
NEW DELHI

Bachelor Of Arts from Anthropology
03.2023

University Overview

Skills

Schedule Coordination

Certification

CERTIFICATE IN 🇷🇺 RUSSIAN LANGUAGE

Interests

PLAY BED-MINTON

Timeline

CERTIFICATE IN 🇷🇺 RUSSIAN LANGUAGE

03-2022
Senior Customer Care Officer
THAKUR ASSOCIATES MOHALI
05.2013 - Current
Senior Customer Care Officer
CONVERGYS INDIA PRIVATE LIMITED GURGAON
09.2008 - 03.2013
School Administrator
S. D. MEMORIAL PUBLIC SCHOOL
INDRA GANDHI NATIONAL OPEN UNIVERSITY
Bachelor Of Arts from Anthropology

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VINOD KUMARSENIOR CUSTOMER CARE OFFICER