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• Modelled leadership qualities for the team, exhibiting an understanding of business objectives and acting as a role model• Led and prioritized the Support team's workload, ensuring timely resolution of customer technical issues• Followed up with customers to ensure their technical issues were resolved, maintaining high levels of customer satisfaction• Ensured accurate documentation of support activities, maintaining logs detailing all support actions• Maintained team collaboration through effective inter and intra-team communication, fostering continuous improvement

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 effective conflict resolution• 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 taken• Can adapt well and lead team in an environment through changes in circumstances, direction, and strategy• Owning escalated customer contacts and leading the effort to satisfactorily resolution• Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes• Providing prompt, efficient, detailed, customer-oriented service to AWS customers• Working with other customer support teams to ensure a consistent and high-quality level of support• Driving projects that improve support-related processes• Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams• Acting as an advocate for our customer, reporting and acting on observed areas for improvement• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience• Assisting with customer communication during AWS critical launches and support events• Making sure internal knowledge reference pages are updated

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• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting• Be flexible in an environment by championing and embracing change

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 coverage.Created CSAT improvement PLAN.Weekly connect with onshore team to discuss performance of team.Engage in calibration session with the onshore quality head on weekly basis.Providing direction and guidance to process improvements.Responding to service and product related customer questions.Ensure team member's nominations are sent for skillbased trainings driven by organization.Actively assisted the Program SPOC with Return to Work (RTW) Plan.Actively involved in mentoring and training new batches via WebEx virtual support mode.Engaging support as needed to ensure SLA demands are met. Proactively assisting business and end users to avoid or reduce problem occurrence.

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