Vivek Kumar

Company overview: Toast is a US-based SaaS company offering a cloud-based restaurant management platform that delivers point-of-sale, operations, and customer engagement solutions to help restaurants streamline and grow their business.

• Overseeing customer inquiries related to subscriptions, service agreements, and accounts via email and Salesforce tickets.
• Carefully investigating inquiries concerning contracts, billing charges, or fees. Being responsible for case assignment and supervision.
• Providing clear and courteous information with a helpful and understanding approach to customer requests.
• Collaborating closely with various teams and departments to ensure an exceptional customer experience Demonstrates an understanding of the characteristics of fraud cases and effectively takes the required measures to resolve them.
• Promptly responded to inquiries and requests from prospective customers.

• 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.

• 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

• 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.
• Assisted with day-to-day operations, working efficiently and productively with all team members.