Associate of Arts - Arts Education
Delhi University
09-2017
Open To Work
Virender Kumar
Sheikhpura Bihar
Summary
Customer Support and Quality professional with strong experience in L2 escalation management, customer grievance handling, and team leadership. Proven ability to manage high-priority and sensitive customer cases, improve service quality, and ensure SLA and CSAT adherence. Skilled in auditing calls and chats, conducting root cause analysis, creating and implementing SOPs, and mentoring teams through regular feedback and training. Adept at cross-functional coordination with Tech, Product, Operations, and Finance teams to resolve complex issues and enhance overall customer experience.
Education
High School Diploma -
SBV Narayana
New Delhi 04-2014
Overview
12
12
years of professional experience
Work History
Team lead - Customer support
Astroyogi
Gurgaon
09.2018 - Current
- Led a team of professionals to deliver exceptional customer service experiences.
- Coordinated daily operations to ensure smooth workflow and timely project completion.
- Developed training materials for onboarding new team members and improving skills.
- Conducted regular performance reviews to provide feedback and set goals for staff.
- Facilitated team meetings to discuss progress, challenges, and strategic initiatives.
- Managed customer inquiries and resolved issues with effective communication skills.
- Collaborated with cross-functional teams to align project objectives and strategies.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
Customer Service Representative
Sun business private limited
New delhi
04.2016 - 07.2018
- Led the L2 escalation desk, handling complex and high-priority customer issues escalated from L1 support and other departments.
Acted as the primary point of contact for unresolved complaints, ensuring timely investigation and resolution within defined SLAs.
Analyzed customer issues related to service, billing, refunds, policy concerns, and system errors, providing root-cause analysis and permanent fixes.
Coordinated with cross-functional teams including Tech, Operations, Product, Sales, and Finance to resolve escalations effectively.
Managed customer communication during escalations, ensuring clear, empathetic, and professional responses to maintain customer trust and satisfaction.
Monitored recurring issues and shared insights with leadership to improve processes, reduce repeat escalations, and enhance overall service quality.
Reviewed call/chat/email interactions for accuracy, compliance, and resolution quality, providing feedback and corrective action where required.
Supported L1 teams with guidance, SOP clarifications, and training inputs to improve first-contact resolution (FCR).
Sales Executive
Live wire call center
New delhi
03.2014 - 08.2015
- Managed end-to-end conversion of customers from prepaid to postpaid plans by identifying eligible users and explaining plan benefits clearly.
- Handled customer interactions through calls/chats to understand requirements, address objections, and recommend suitable postpaid plans.
- Followed structured sales processes, including verification, documentation, activation, and post-conversion support.
- Achieved conversions while ensuring compliance with company policies, billing transparency, and customer consent.
- Coordinated with internal teams for activation, issue resolution, and smooth onboarding of postpaid customers.
- Maintained accurate records of customer details, conversion status, and follow-ups in CRM systems.
- Focused on customer satisfaction by resolving queries related to plans, billing cycles, and service benefits post-conversion.
Skills
Core Customer Support & Escalation Skills
- L2 Escalation Management & Resolution
- Handling High-Priority & Critical Customer Cases
- SLA Management & Escalation Tracking
- Root Cause Analysis (RCA)
- First Contact Resolution (FCR) Improvement
- Complaint & Grievance Handling
- CEO Desk & Legal Escalation Management
- Customer Retention & Experience Management
- Team Handling & Shift Management
- Coaching, Mentoring & Performance Feedback
- Quality Audits & Call/Chat Review
- Refresher Training & SOP Implementation
- Conflict Resolution & Team Motivation
- Workload Allocation & Queue Management
- Process Optimization & Escalation Reduction
- SOP Creation, Review & Compliance
- CSAT / NPS Improvement Initiatives
- Escalation Trend Analysis & Reporting
- Cross-Functional Coordination (Tech, Ops, Product, Finance)
- Strong Verbal & Written Communication
- Empathetic Customer Handling
- Stakeholder Communication & Reporting
- Professional Email & Escalation Drafting
- CRM & Ticketing Tools (Zendesk / Freshdesk / Salesforce – if applicable)
- MIS Reporting & Data Analysis
- Excel / Google Sheets (Reporting & Tracking)
Languages
English
Beginner
A1
Hindi
Beginner
A1
Work Preference
Job Search Status
Open to workLocation Preference
RemoteSalary Range
₹45000/yr - ₹200000/yrTimeline
Team lead - Customer support
Astroyogi
09.2018 - Current
Customer Service Representative
Sun business private limited
04.2016 - 07.2018
Sales Executive
Live wire call center
03.2014 - 08.2015
Associate of Arts - Arts Education
Delhi University
High School Diploma -
SBV Narayana
Accomplishments
Exceptional Ownership Award – 2021