Software Development Customer Service
Resume:
KULDEEP KUMAR PANDEY
Sr. Customer Service Associate
Result-oriented and creative professional, targeting assignments in Software Development & Customer Support with an organization of high reputed in IT Industry.
ad5pv5@r.postjobfree.com
D.O.B- 15-01-1990
PROFILE SUMMARY
A result-oriented professional with 3.2 years of experience with understanding of Client Relationship Management and also understanding of Software Development.
Certified in PHP (Web-Tech), JAVA & Computer Applications.
Knowledge of SQL SERVER, UNIX, C, C++, PHP.
Expertise in providing implementation, post-implementation, application maintenance and enhancement support to the client with regard to the software application system.
Proficient in managing stakeholders, maintaining key relationships with them by acquiring feedback on critical issues and taking appropriate actions to ensure best customer experience.
Expertise in end-to-end development of applications from requirement analysis to system study, designing, coding, testing, documentation and implementation.
Keen customer-centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scores.
An effective communicator with excellent relationship management skills with capability to relate to people at any level of business & management.
EDUCATION
2020
D.EL.ED
(Diploma in Elementary
Education)
District Institute of Education &
Training (DIET) Bokaro,Jharkhand
Div- First (78%)
2016
MCA
Department of mathematics
Ranchi University, Ranchi,
Jharkhand
Div- First(65.28%)
2013
B.SC. (IT)
Yogoda Satsang Mahavidyalaya,
Ranchi, Jharkhand
Div-First(68.67%)
CORE COMPETENCIES
Content Moderations
Application Development
Software Development
Requirement Gathering
Team Management
Customer Support
WORK EXPERIENCE
Customer Service Associate Nov’19-Nov’20 1 Yr.
Accenture India Pvt. Ltd., Hyderabad, India
Key Result Areas:
Managed cases which were to be assigned to the respective language based on the requirement and inflow of volumes and follow with the client of the low volumes
Evaluated the critical moderated content and share the details to ERT (Emergency Response Team) based on the client policy and severity of the cases
Analysed & resolved complex issues, taking ownership & responsibility of issues from start through to a successful resolution
Ensured that the goals of the Incident Management process are achieved; restoring normal service as soon as possible based on customer perspective and within defined SLA; closing incidents after verification from users
Developed upgrade/patching plans for servers/services; created and implemented change management strategies and plans that maximize employee adoption and usage and minimize resistance; working to drive faster adoption of changes; ensure that each change goes through the change control procedures Advisor (Transaction Processing) Night shift Aug’17-Oct’17 2 mon. Concentrix (Daksh) Gurugram, Haryana, India
Key Result Areas:
I was responsible for the verification of US health insurance, where I was verifying insured persons complete insurance details with policy and as per policy guidelines worked over it. Senior Executive Oct’16-Oct’17 1 Yr.
Ans Technocom, Gurugram, Haryana, India
Key Result Areas:
Worked on (Telesales) Sellings credit cards of ICICI and HDFC banks and handling backend process management. PROJECT EXECUTED
Name of the Project: Online Marriage Statistical report system (using HTML, CSS, JSP) Duration: 6 Months
Description: The portal can handle data of users who are looking for online marriage. This is the application software which is used by the legal marriage beuro. The application is used by the marriage registrar to store the legal data and information of bride & groom. The software is used by the legal user to establish the marriage between groom and bride. Platform: JSP
Language: HTML, CSS, JAVA SCRIPT, JAVA
Server: SQL server 2008
ACHIEVEMENTS
Music Awards
● Three Years degree course completed in Music (Classical & Lite) with first division From Chandigarh University.
● Winner of “Ranchi Got Talent Again 2013” in Music competition.
● Winner in Music competition at city & college level, awarded with medal and certificate.
● Participated in combinatorial and enumerative mathematics (NATIONAL SEMINAR). awarded with certificate.
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