Customer Service Representative

HIMANSHI KUMAR

Mobile : +91-817******* E-Mail : ********.*********@*****.***

LinkedIn : https://www.linkedin.com/in/himanshi-kumar-63a496148/ Location : Delhi, India

CLIENT SPECIALIST CUSTOMER SERVICE PROCESS OPERATIONS US PAYROLL HRFS

PROFILE SUMMARY

A seasoned and process-oriented Customer Operations professional with 6+ years of work experience in international processes managing customer support teams in US Payroll and HRFS domains

LEAP Certified trainer - experienced in facilitating domain training for various batches as an SME while having worked on client-based tools - Workday, Service Connect, SNOW and Oracle Cloud

In-depth expertise in team leadership, operational excellence, and client management while being committed to driving success through collaboration, continuous improvement, and delivering exceptional results

Hands-on experience in handling varied volumes of workloads for reaching targets and objectives on-time by prioritizing transactions according to detailed guidelines to meet SLA targets

Proficient in responding to customer and client inquiries either by phone or other electronic mechanisms within a centralized, high-volume customer service environment supporting multiple US locations

Highly skilled in taking ownership of issues raised by customers and work with cross functional teams to investigate, escalate and resolve them at the earliest

Subject matter expert with skills to create metrics designed to test the effectiveness of the process and then collect this data and input it into a database for further analysis

Demonstrated ability to develop tailor specific training programs to aid employee growth and retention, process accuracy and quality in order to excel individual performance targets along with attaining overall process efficiency.

Strong communication and presentation skills with the ability to communicate in a clear and concise manner while also responding with the right answers to drive the conversation to make sure issues are resolved quickly

SKILL SET

US Payroll

People Management

Customer Service

LEAP Certified Trainer

HRFS

Subject Matter Expert

Client Management

Payroll Expertise

Operational Excellence

Team Leadership

Team Training

Quality Assurance & Audits

Client Specialist

Process Improvement

Training Content Creation

Back-End Operations

Team Evaluations

First Call Resolution

WORK EXPERIENCE

Organization

Designation

Duration

Wipro

Client Specialist

Apr 2021 - Present

Senior Customer Service Representative

Jun 2019 – Mar 2021

Alight Solutions

Customer Service Representative

Sep - 2017 – May 2019

Metro Heart Institute

Administrative Coordinator

Apr 2016 – Aug 2017

KEY DELIVERABLES

@ Client Specialist

Supported implementation of new & existing clients – Calyx, Kimberly Clark, Baxter, and NEC along with providing support to existing clients

Collaborating with client managers to ensure timely and accurate delivery of client-specific requirements

Organizing and leading client calls to facilitate effective communication and address their requirements

Creating and delivering training content to enhance knowledge and skills within the team

Conducting refresher trainings to update domain knowledge and improve proficiency with tools

Participating in domain calls with clients and client managers to implement best practices

Collaborating with back-end operations and Customer Service teams to ensure smooth operations and customer satisfaction

Training, certifying, and mentoring new hire batches to ensure their successful integration into the team

Providing support as an On Floor Supervisor during escalated calls to resolve issues promptly

Auditing calls, analyzing DSAT (customer satisfaction) scores, and delivering feedback through one-on-one sessions to maintain compliance with customer service parameters

Acting as a liaison between the clients and Wipro to facilitate effective communication and address any concerns or requirements

@ Customer Service Representative

Respond to customer queries for an international process through voice and web chat channel

Act as subject matter expert and train new hire batches on processes, procedures and systems

Update internal databases with information about enquiries and useful discussions with customers

Inform customers about new services and follow up with them to ensure their issues are resolved

Responsible for meeting and exceeding daily productivity goals as assigned

Reply to customer questions, research account activity and notes, troubleshoot any issues, provide supporting help, documentation, and any number of other tasks

Identify and assess customers’ needs to achieve satisfaction by building sustainable relationships and trust with customer accounts through open and interactive communication

Responsible for meeting SLA and KPIs, providing Level 1 support to consumers for services, and experience on ticketing tools, voice platforms.

Understand customer complaints and forward them to relevant department.

Maintain and update records for daily queries and escalation

Follow communication procedures, guidelines, policies and product knowledge to enhance customer service

Enhance efficiency by working on several problems simultaneously to be effective

Acquired and consistently updated extensive knowledge of relevant tools and domains to provide customers with informed and precise answers to their inquiries

PROJECT WORK

1 Process Management & Escalation Management

Research and track customer and/or client escalations and perform root cause analysis on escalations

Develop action plan based on trend data and share findings with the management

Implement process improvements based on escalation analysis results

This project work resulted in reduction in overall escalations from clients by 15%

Trained new hire batches and provided regular refresher sessions to ensure qualitative service delivery

2 First Call Resolution project

Liaison with back-end operations on call / ticket trends, creating awareness for appropriate topics and showcase trends for improvement opportunities which helped in reducing rework between Customer Service and operations

Identified process improvement opportunities and suggest ways to create additional capacity which helped in streamlining of the process

Worked on Customer Effort Reduction project through trend analysis and reporting which helped in driving timely closure of tickets which also resulted in reduction of ticket latency by 12% and number of repeat callers by 8%

Monitored flagged customer accounts to identify on-going issues and arranged follow up(s) to deploy solutions and maintain high quality customer service which resulted in meeting the C-SAT SLA for 6 months consistently

Worked on internal audits to boost team performance by communicating quality goals and overall process improvement

ACCOMPLISHMENTS

2021 Awarded ‘Individual Platinum Award’ for contributions towards client implementation

2020 Awarded ‘Blaze’ recognition award also in 2023

2019 Awarded ‘Team Platinum Award’ in the first year of production

2018 Awarded ‘Dazzle’ recognition award in second quarter post joining the organization

EDUCATION

2016 Bachelor of Commerce (B.Com) Hons from Delhi University

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