Customer Service Developer

Vimal Kumar

(M) +91-955******* Email: **************@*****.***

Key Areas of Expertise:

Web-based Customer

Support

Process Improvement

through a BPS which was

helpful to improve FCR

(First Contact Resolution)

when handling chats and

performing maintenance.

Strength:

Dynamic & Competent

professional with

commendable experience of

4.5 years in Web-based

Customer Support.

Highly competitive, self-

starter who is organized

disciplined and goal

oriented.

Ability to train and handle a

batch/team of new hires and

groom them from OJT phase

to BAU.

Career Objective:

To work in a organization where I can enhance my Customer service skills and to help my

organization to achieve the goal through my experience and knowledge.

Professional Synopsis:

Joined Bank of America as a Team Member on May 2010 and worked under various

skills/departments.

Working as Team Developer till date.

Handled a Team of new hires and grooming them on product knowledge as a part of my

SME role and helped them in understanding the core values and vision of the company.

Handling escalations chats.

Detailed Career Portfolio:

BA Continuum Solutions Private Limited is a Non Bank Subsidiary of Bank of America. We

provide support to customers through chat and e-mail. Handle all Customers account

related inquiries through Web Support and if required calls.

I am responsible for maintaining customer’s accounts and providing resolution to the

customer escalations arising with their personal checking and savings account and

performing on accounts.

Employment History at Bank of America:

Working as a Team Member

Responding to Customer queries via Chat and escalating critical issues to internal teams.

Shared best practices with the Team Members to help the Team scores.

Promoted to a Senior Team member role (June 2012)

Responding to Customers queries and assisting new hires with product knowledge as

mentor. Handled escalated issues and processed maintenance on the customer’s accounts.

Participated in various Focus groups with Leaders to make the workplace better.

Handled a Team of New Hires and grooming them on product/process knowledge as a

part of my SME role and help them in understanding the core Values and Vision of the

company.

In Team Developer role (June 2014) - Present.

Performing Quality Audits and providing feedback regularly to the Associates to help them

meet/exceed their performance metrics.

Conducting team meetings & providing feedback to the individuals on a monthly basis

regarding the Quality.

Quickly and effectively solve Customer/New hire Associate challenges.

Cascading process update information across the floor via email.

Auditing and sending feedbacks to the Associates within the team.

Educational Details:

Degree/Year Majors College/University

Commerce Pragati Degree & P.G College

B.com

Mathematics, Economics & Nrupatunga Jr College.

Intermediate Commerce

Date of Birth: 12th May 1987

I declare that the above details given by me are correct to the best of my knowledge and belief.

(Vimal Kumar)

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