Kundan Kumar Email & Phone Number

Delhi, India

India

Delhi, India

• Performing end to end hiring, training and mentoring and managing staff.• Handled overflow calls and customer queries of second level.• Resolving customer issues by analyzing the situation, determining appropriate solutions and ensuring appropriate follow-up• Analyze daily and weekly metrics and create regular reports for presentation to Management• Monitoring real time CSR call activity• Worked to improve team productivity; focus on CSR talk time, CSR availability and NR… Show more • Performing end to end hiring, training and mentoring and managing staff.• Handled overflow calls and customer queries of second level.• Resolving customer issues by analyzing the situation, determining appropriate solutions and ensuring appropriate follow-up• Analyze daily and weekly metrics and create regular reports for presentation to Management• Monitoring real time CSR call activity• Worked to improve team productivity; focus on CSR talk time, CSR availability and NR time• Preparation for and deliver regular team meetings and other communication forums• Timely communication with all levels of Management• Create and maintain a highly motivated team Show less

Delhi, India

• Performed Tasks by implementing technical knowledge and experience in software and hardware troubleshooting• Skilled and knowledgeable with various operating systems including Zendesk, Remedy, Aircall etc…• Demonstrated skills with knowledge of ticket resolution• Worked as part of a team that includes peers, suppliers, and clients to achieve world-class customer service• Excellent written and verbal communication skills• Very Well organized, have ability to handle and… Show more • Performed Tasks by implementing technical knowledge and experience in software and hardware troubleshooting• Skilled and knowledgeable with various operating systems including Zendesk, Remedy, Aircall etc…• Demonstrated skills with knowledge of ticket resolution• Worked as part of a team that includes peers, suppliers, and clients to achieve world-class customer service• Excellent written and verbal communication skills• Very Well organized, have ability to handle and prioritize multiple tasks simultaneously, possess critical reasoning skills, communicate effectively, and focused on customer service• Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products• Assisted external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills • Clarify customer requirements; probe for understanding• Prepare complete and accurate work including appropriately notating accounts as required• Participate in activities designed to improve customer satisfaction and business performance Show less

Bachelor Of Technology - Btech, Electronics And Communications Engineering

Science