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Hi, I’m
Vivek Pundir
Rohini
Summary
Dynamic and customer-focused Chat and Email Support Specialist with a proven history of delivering exceptional service through digital communication channels. Expertise in resolving customer inquiries, troubleshooting technical issues, and ensuring high satisfaction levels through clear, empathetic, and efficient written communication. Proficient in utilizing support platforms to manage and resolve tickets promptly while maintaining a strong commitment to brand voice and tone. Recognized for thriving in fast-paced environments and consistently exceeding performance metrics, including response time, resolution rate, and customer satisfaction scores.
Overview
9
years of professional experience
3
Languages
Work History
Nethues Technologies
Customer Support Executive
10.2024 - 03.2025
Job overview
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Answer customer questions via live chat and email in a timely, courteous, and professional manner.
- Troubleshoot and resolve customer issues or concerns efficiently.
- Escalate complex issues to the relevant departments when necessary.
- Create, update, and manage customer service tickets in the CRM system.
- Contribute to the development of FAQs and help center articles.
- Handle difficult situations with empathy and patience.
- Stay updated on product changes and company policies.
- Attend training sessions to enhance skills.
Timewatch Infocom Pvt Ltd
Senior Customer Relationship Executive
12.2021 - 09.2024
Job overview
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information. Kept accurate records to document customer service actions and discussions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Dahua Technologies Pvt Ltd
Business Development Executive
12.2019 - 09.2021
Job overview
- Negotiated client contracts and agreements to cultivate profitable business transactions. Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing. Built a diverse and consistent sales portfolio.
- Recorded accurate and efficient records in customer database. Maintained current knowledge of evolving changes in the marketplace.
Realtime Biometrics Pvt Ltd
Technical Support Executive
03.2016 - 01.2019
Job overview
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure. Extended analysis to assist technology team efforts to escalate and resolve issues.
- Analyzed and developed service goals for in-bound call center. Tracked KPIs and created continuous improvement plans.
Education
University of DelhiNew Delhi
Bachelor of Arts
01.2022
Sarvodaya VidyalayaNew Delhi
Senior Secondary Education
05-2015
Sarvodaya VidyalayaNew Delhi
Secondary Education
04.2001
Skills
Proficient in MS Office (Word, Excel, PowerPoint) Outlook, MS Project, SAP
Interests
Gaming or technology interests
Timeline
Customer Support Executive
Nethues Technologies
10.2024 - 03.2025
Senior Customer Relationship Executive
Timewatch Infocom Pvt Ltd
12.2021 - 09.2024
Business Development Executive
Dahua Technologies Pvt Ltd
12.2019 - 09.2021
Technical Support Executive
Realtime Biometrics Pvt Ltd
03.2016 - 01.2019
Sarvodaya Vidyalaya
Secondary Education
04.2001
University of Delhi
Bachelor of Arts
Sarvodaya Vidyalaya
Senior Secondary Education
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