Vivek Kumar
Customer Success specialist
Bengaluru
Summary
Enthusiastic Customer Success Specialist with over 3 years of experience in various start-ups, providing exceptional customer experiences. Extensive proficiency in CRM and support ticketing systems with a solid technical background. Recognized for leadership skills and a passion for delivering world-class customer service.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Customer Success Executive
Nova Benefits
10.2022 - 09.2024
- Company Overview: Nova Benefits is the one stop B2B start-up platform for providing the best health and wellness benefits to your employees
- Effectively engaged with customers through call, email and chat, addressing a wide range of issues including claims and billing inquiries, streaming problems, bug reports, and fixes
- Managed a high-volume customer service queue, handling 50+ calls daily, ensuring quick resolution and high customer satisfaction; reduced average call duration by 20 seconds through efficient problem-solving techniques
- Collaborated closely with cross-functional teams to address and resolve customer issues, ensuring seamless communication and solution delivery and gathered feedback to gain insights into their needs
- Established long-term client relationships through consistent delivery of high-quality products and services.
Associate, Client care
OneDirect( Ghupshup)
01.2022 - 12.2022
- Company Overview: OneDirect is a SaaS-based start-up founded by serial entrepreneurs.
- Reduced software product returns by 10% by effectively troubleshooting and resolving customer issues
- Developed and maintained relationships with clients across Europe, including the United Kingdom, as well as in the Asia-Pacific region and Assisted customers in troubleshooting technical issues with devices
- Worked closely with the Ghupshup tech team to resolve client issues
- Reviewed, investigated, and resolved customer technical issues by collaborating within and across teams, utilizing troubleshooting tools and best practices
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Quality & Customer Success Specialist
Cult.Fit
01.2020 - 12.2022
- Company Overview: Health and wellness startup Curefit is the 36th start-up to enter the unicorn club.
- Received 'Most Valuable Employee' for resolving 1000 + customer issues within a year
- Maintained accurate and up-to-date customer contact information in multiple systems, including CRM platforms, databases, and spreadsheets
- Align with the vendors to get the Audit done on a timely basis across all cities and conduct an initial screening of the Documents and Reports
- Implemented a proactive communication strategy that included regular feedback surveys and follow-up calls to promptly address customer concerns, resulting in a significant 40% boost in overall customer satisfaction
Education
Bachelor in Engineering - Electrical and Electronics
Rajiv Gandhi Proudyogiki Vishwavidyalaya
Bhopal, M.P 01.2012 - 1 2016
Skills
Customer Account Management
Certification
Customer Service Training, Learned advanced customer service techniques from Coursera.
Strengths
- Problem-solving, Promptly addressed and resolved an average of 30 tickets daily, boosting customer satisfaction rates by 15%.
- Relationship Building, Cultivated long-term customer relationships through prompt and thoughtful service, contributing to a 20% increase in customer retention.
- Technical Proficiency, In-depth knowledge of CRM and support Ticketing platforms enabled top-notch customer support and record maintenance.
Passions
- Tech Gadgets: Stay up-to-date with the latest tech gadgets and often provide informal tech advice.
- Outdoor Activities: I enjoy hiking and exploring new trails.
Timeline
Customer Success Executive
Nova Benefits
10.2022 - 09.2024
Associate, Client care
OneDirect( Ghupshup)
01.2022 - 12.2022
Quality & Customer Success Specialist
Cult.Fit
01.2020 - 12.2022
Bachelor in Engineering - Electrical and Electronics
Rajiv Gandhi Proudyogiki Vishwavidyalaya
01.2012 - 1 2016
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