Arun Kumar Email & Phone Number

Thiruvananthapuram, KL, IN

Trivandrum, Kerala, India

• Launched and managed support operations across the region: Australia, ensuring seamless operations and consistent performance
• Recruited and currently leading a team of 10+ associates across all three regions
• Established a clear operational vision aligned with company values and customer expectations, setting challenging yet achievable departmental objectives
• Communicated objectives and performance expectations with the team, monitored results, and intervened when necessary to meet service level agreements
• Regularly reviewed functional specifications and business requirements to optimize customer satisfaction
• Served as a point of escalation and resource for the team, providing support and guidance during complex situations

Bengaluru, Karnataka, India

• Leading a team of approximately 10 associates; responsible for overall direction, coordination, and evaluation of the team
• Identifying and eliminating barriers to accuracy, productivity, and quality
• Organizes, prioritizes and schedules work assignments to meet business need
• Manages workforce, develops and maintains staff scheduling and capacity planning
• Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include planning, assigning and directing work; rewarding and disciplining employees; and.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions.

Thiruvananthapuram, Kerala, India

Trivandrum, Kerala, India

• Handle calls and emails with inquiries of signed up by customers in timely manner
• Respond to multiple calls or emails; gather and verify required information as appropriate
• Understand customer's reason to contact and attempt to provide solution following the specified guidelines
• Empathize and use soft skills when customers are facing trouble with the offered services and focus on finding the suitable solution
• Gather all required information while working on customer's reason to contact and update tickets based on the communication or escalate the same to concerned department
• Obtain all required information and relay the same to other departments as per the protocol

Lead a 6 Member team to educate on our technical support products and servicesCoaching and feedbacks sessions conducted at timely intervals.Auditing and sharing instant feedback to improve the sales conversion of outliers.Also extended support to WEB Chat team for meeting the Sales Conversion targets.Handled escalation calls during DTL Shift.

Trivandrum, Kerala, India

• Maintained knowledge base articles to help customers resolve common issues quickly without having to contact technical support personnel.
• Answered user inquiries to resolve computer software or hardware operation problems.
• Installed and performed minor repairs to hardware, software or peripheral equipment.
• Resolved technical queries related to product features, functionality, installation and configuration of software applications.

Bca, Computer And Information Sciences And Support Services

Diploma In Hardware And Network Management, Hardware And Networking

Diploma Of Education, Hardware And Networking