Service Representative Associate

Punith Kumar S M

#****/ *, *** “A” Main Road, *th Cross, Prakash Nagar, Bangalore 560021

+91-961******* *************@*******.***

Objective

Aspiring for a challenging position in professional organization where I can enhance my professional skills strengthening performance in adding values to the organization’s motto.

Education

PUC 2010-2012 S.J.R. PU COLLEGE, BANGALORE, INDIA

S.S.L.C 2010 B.B.H SCHOOL, BANGALORE, INDIA

Skills & Abilities

MANAGEMENT

·Having the ability to deliver/ perform tasks within the deadlines helps me enhance my management skills.

COMMUNICATION

·Maintaining clear/sound communication, have been exceling in all day to day professional chores and also communication is integral part of any industry and helps me performing my best.

LEADERSHIP

·Always taken the leadership/ownership in taking up projects and tasks facilitating me to learn and grow every day.

Experience - 6 years

PROCESS ASSOCIATES IGT SOLUTIONS PVT LTD OCTOBER 2020- MARCH 2021.

Joined as Process Associates (Chat Process) effective October 2020 and gained in depth knowledge about Travel industry and also gained proficiency in subjects like Global Distribution System Airline Ticketing, Lodging and Reserving Cars.

Key Roles as Process Associates (Chat Process) :

Maintaining the quality and timely escalations to protect the company’s values.

Handling Escalation Chats & Resolving the Issues by Providing Alternative solutions to the Customers.

Assisted an average of 35 customers per day in finding or selecting the best type of Reasonable Hotel Rooms & Airline Tickets.

Helping in Rebooking / Cancelling & Modifying by Explaining the Correct policy and procedures to the Customers with the Travel Reservations.

CUSTOMER SERVICE REPRESENTATIVE STARTEK AEGIS JANUARY 2018- OCTOBER 2020.

Joined as Customer Care Representative effective January 2018 and gained in depth knowledge about Travel industry and also gained proficiency in subjects like GDS, Airline Ticketing, Lodging and Reserving Cars.

Key Roles as Customer Service Associate:

Maintaining transparency and timely escalations to protect company’s values and beliefs.

Handling Escalation Calls & Resolving the Issue by Providing Alternative options to the Customers

Assisted an average of 25 customers per day in finding or selecting the best type of Reasonable Hotel Rooms & Airline Tickets.

Helping in Rebooking / Cancelling & Modifying by Explaining a Correct policy Customers with Travel Reservations.

Achievements :

Maintained track of quality and compliance of 90-100% throughout the tenure.

Moved as T2 Agent to work with Irate Customers & Taking Escalation Calls.

Won a Best Performer For 2 Quarters.

SENIOR ASSOCIATE ALTISOURCE BUSINESS SOLUTIONS JUNE 2015-MARCH 2017

· Joined as Senior Associate and acquired detailed skills on obtaining the insurance policy updating and disbursing the payments for Escrow Account.

Key Roles as Senior Associate:

Maintaining the track of the policy details and disbursing the payments before the policy lapse.

Maintaining SLA/AHT/OCR.

Provided resolution options to the customers.

Well organized loan data base with accuracy and efficiency by completing

function 10% faster than average associate.

Assisted an average of 50 customers per day in finding or selecting the best type of

loan and provided recommendations that help them pay their bills on time.

SENIOR ASSOCIATE AEGIS PRIVATE LTD JUNE 2014-MAY 2015

·Joined as Senior Associate in a Non- Voice Process and acquired detailed skills on how to resolve client inquiries within the given instructions quickly and authentically

Key Roles:

Doing a Criminal Background Verification for U S Citizens.

Replenished and organized data base with accuracy and efficiency by completing function 10% faster than average associate.

Executing an organized, efficient.

Validating whether the Customer had any Criminal Checks in the time Given by Clients & Sending a Reports to Clients.

Achievements:

Maintained track of quality and compliance of 90-100% throughout the tenure.

Constant performer for every quarter and got appreciation from clients directly.

Handling 14 counties (different sub-process) in a short period.

Personal Information:

Name : Punith Kumar S M

Father : Mahadevswamy SP

DOB : 21/01/1995

Gender : Male

Marital Status : Single

Languages Known : English, Hindi, Kannada and Tamil

Nationality : Indian

City/State : Bangalore, Karnataka.

Declaration:

I hereby declare that the information furnished above is true to the best of my knowledge.

Place: Bangalore, India PUNITH KUMAR S M

Contact this candidate