Customer Service Representative
Resume:
Deepak Kumar
CUSTOMER SUPPORT AGENT
EDUCATION
BACHELOR OF
COMMUNICATION AND MEDIA
STUDIES
September 2012
CARLETON UNIVERSITY
HIGHER DIPLOMA IN
SOFTWARE ENGINEERING
September 2010
Aptech Computer Education
CONTACT
*****************@*****.***
4404 Beacon lane Mississauga
SKILLS
Professional
Communication skills
Interpersonal skills
Customer Satisfaction
Patience
Problem-solving
Decision making
Organizational skills
Conflict resolution
Creativity
Strategic Planning
Flexibility
Good time management
SUMMARY
WORK EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE
Legend Limo
April 2020 - current
Engaging Senior Customer Service Representative with over 9 years of experience in a high-volume contact center. Expert in turning customer feedback into practical insights that boost revenue, customer loyalty, and process improvement. Familiar with major customer service software, conflict resolution, and possess a positive attitude. Aiming to use my proven skills to effectively fill the managerial role in your company.
Exceeded quantifiable benchmarks for customer satisfaction, retention, and enquiry volume
In HubSpot, I actively maintained and updated customer accounts; I quickly triaged incoming calls and escalated issues as required, lowering the average time to resolution by 19 percent; and I actively maintained and updated customer accounts in HubSpot.
Actively worked to demonstrate a pleasant and compassionate approach toward consumers, resulting in a net promoter score of more than 40.
CUSTOMER CARE SPECIALIST
March 2015 – 2020
Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
Received an average 85% customer satisfaction rating to date, 15% higher than the company average
Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations
Deepak Kumar
CUSTOMER SUPPORT AGENT
CERTIFICATIONS
LANGUAGES
Hindi: Excellent Speaking, Reading,
Listening and Writing
ENGLISH: Basic knowledge of
Speaking, Reading, Listening and
Writing
Microsoft Word Microsoft
Excel Microsoft PowerPoint
Microsoft Access Zendesk /
Kayako / Parcel Audit Data
Entry
PROFESSIONAL DEVELOPMENT
WORK EXPERIENCE CONTINUED
Technical
Certified Customer Service
Professional (CCSP)
Customer Service Representative
Certification (CSRC)
MARKETING THESIS
Carleton University
Ideated and wrote 117-page thesis titled “Customer Support Preferences for Different Age Demographics: Why Phone Calls Aren’t Going Anywhere”
Surveyed 10,000+ Canadians with Google Surveys & Amazon Mechanical Turk
CUSTOMER SERVICE INTERN
March 2013 – 2015
Memorized entire line of company products and services, including prices and special discounts
Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate
Remained courteous and calm, even during moments of customer dissatisfaction
Contact this candidate