Customer Support Team Lead

CURRICULUM VITAE

Personal Details

Name: Hareram Kumar

Residential Address: E 103, Neo city phase 2, Wagholi, Pune 412207

Mobile: 931*******

Date of Birth: 12th Feb, 1989

Nationality: Indian

Email Address: ************@*****.***

Career Objective

To expand skills and experience with an Organization and serve to the best of my capabilities

Work Experience

Dec 2020 - Till Now Sr Customer Support Officer(German Dispute Analyst) (Mphasis Pune)

Responsibilities and achievements:

Providing live Resolution with the issues like

Refund, Replacement for the Products on

chat/Call and through Email.

Supporting the Customer by extending the

Payment due date if there is any Financial

Crunch.

Resolving Queries of International

Customer.

Educating Customers for using the App and

how to update the name, Email with date of

birth.

Maintaining the AHT of live Customer with

giving quick Resolution.

Responsibility of training new team

members including German Language with

Product Knowledge.

Sept 2016 - Jan 2018 German support executive in Magna Infotech, Pune (Client: Wipro technology)

Responsibilities and achievements:

Providing support to the client in a B2B

Process

Providing guidance on software tools like

O365, Outlook, Skype for Business, etc

Responsible for maintenance of Client

accounts including Password Reset, etc.

Ad hoc responsibility of training new team

members including German Language

Aug 2014 – Feb

2016

Benovellient Technologies (currently Beno

Support),

B-23/C1, Sec-62, Institutional Area, Noida 201307

German Support Executive

Responsibilities and achievements:

Providing verbal help to German customers

related to primary software issues.

Educating customers post Support Plan sales

with the help of tools like Remote Sessions,

Live Chat, and Email.

Providing On Call Resolution with issues like

Network, Printers and other Softwares

installed in their computers.

Retaining challenging customers with

Customer Handling Skills.

Scheduling monthly checks of their Systems.

Managing the Queue of call flow in absence of

Team Lead.

Co-ordinating with other sub-departments

like Sales, English Customer Support, and

Training.

Maintaining & updating database of

customers and making it accessible to our

Team.

Sept 2013 –Aug

2014

IBM Daksh Business Process Services (P) Ltd.

(currently Concentrix), Infinity Tower – B,

5th Floor, Sector – 25A, DLF Phase – II,

Gurgaon - 122002

German Practitioner

Responsibilities and achievements:

Resolving queries of International Customers

over Email/Chat.

Tracking and Placing Orders; and Co-

ordinating with Logistics department related

to every minute detail.

Processing replacement or refund based on

the product found defective.

Handling and Negotiating with customers by

means of providing discounts as a part of

Customer Retention Process.

Adhering strictly to Quality parameters of the

process which was used as a reference for

communication with vendor.

Maintaining low NRR (Negative Response

Rate) and high Customer Satisfaction.

Education History

2014 Adv. Diploma in German Language, Hansraj College (DU) scoring 56 %

2013 Diploma in German Language, Hansraj College (DU) scoring 74.33 %

2014 Completed B2.2 from Max Muller Bhavan, New Delhi scoring 64.50 %. Marks obtained were as under:

Module (Modul) Obtained (Erreichte) %

Listening (Hören) 66%

Reading (Lesen) 52%

Writing (Schreiben) 80%

Speaking (Sprechen) 60%

2012 Completed B1 from Max Muller Bhavan, New Delhi scoring 76.66 %. Marks obtained were as under:

Module (Modul) Obtained (Erreichte) %

Reading Comprehension (Leseverstehen) 80%

Listening Comprehension (Hörverstehen) 53%

Writing Skills (Schriftlicher Ausdruck) 87%

Linguistic components (Sprachbausteine) 75%

Oral Examination (Muendlicher pruefung) 91%

2012-2014 PG in Travel & Tourism, College of Vocational Study 2007-2010

(DU)

Bachelors in Tourism Studies, IGNOU

Personal Competencies

Good oral and written communication in German, English and Hindi.

Ability to work in required shifts.

Good Team Player

Health Conscious

Interests

Meditation and Yoga

Dancing; Listening to Music

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