Customer Service Care

Pradeep Kumar

Address: H No *** Kaila Road, Ghaziabad

E-mail:**********@*****.***

Phone no. 954******* / 870*******

A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work. Now looking forward to a making a significant contribution as a team leader with a company that offers a genuine opportunity for progression.

SYNOPSIS:

A competent professional 5+ years of experience in customer service/BPS currently associated with Cogent E- Services Pvt Ltd as an Team Leader.

Technical Skills:

Complaints Handling / Customer Service.

Compliance

Inbound Customer Acquisition Campaigns

SLA and Productivity Management

Leadership role

Performance Review

Identifying Improvement Areas/ Feedback and Coaching

Managing Operations, People & Quality

Root Cause Analysis

Sales Target Achievement

PROJECT PROFILE:

Worked with Tech Mahindra PVT. LTD as Customer Care Executive from Aug 2017 till Jun 2019. 1. As Telecom executive my priority was a good to achieve the target. 2. Was also doing mentoring for new joiners in team. 3. As a good performer was also taking productive sessions with Team Leader’s guidance.

Worked with I-energizer PVT. LTD as Customer Care Executive from Sep 2019 till Mar 2020 1. As Sales executive my priority was a good to achieve the target 2. Was also doing mentoring for new joiners in team. 3. As a good performer was also taking productive sessions with AM’s guidance

Joined Cogent e-services PVT. LTD as a customer care executive on Jun 2020 to May 2022 and promoted as Assistant Team leader. Worked as Team Leader May 2022 to till Oct 2022 1. As executive my priority was a good customer experience, 2. Coordinating with client for basic business requirements. 3. As TL was handling E-commerce process Whirlpool with the team of 25 advisors for good customer experience.

4. Received multiple appreciations from management & clients. 5. Meeting the targets & incentive criteria’s given as per the client’s. 6. I used to keep my focus on best customer experience & C-SAT/Review rating Responsibilities:

To motivate, develop and mentor SME's/Team leaders in a dynamically changing environment. Respond to operations/quality performance related queries from the client. Drive process performance to achieve and exceed SLA deliverable. To create a conducive and stimulating environment for the teams to accomplish their goals. Manage expectations of his/her team members and proactively should be able to sense their needs Represent the project and participate in client visits and meets. Ability to drive process performance & transformation smoothly. Maintain delivery dashboards with detailed RCA on issues. Understanding of the Business situation and capability to address issues. To be a part of the client calibration call to have better understanding of the process and for continuous improvement Lead continuous improvement initiatives for the project. Education:

10th Pass from UP board (2011)

12th Pass from UP board (2013)

BCA from IGNOU “waiting for result (2021)

Personal details

Father’s name: Mr. Ramesh Chand

Date of Birth: 05 th Oct 1996

Nationality: Indian

Marital Status: Un-Married

Languages Known: Hindi & English

Interests: Social activities & Reading books.

Date :-

Place :-

(Pradeep Kumar)

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