Service Representative Customer
Resume:
@
O
,
NAWIN KUMAR
*********@*****.***
S/O- Late Ramniwas Lal, Vill+P.O- Tuko, P.S- Bero, Ranchi, Jharkhand-835202
Objective
I would like to be a part of an organization where I could use and enhance my knowledge and talent for the development of both the organization and myself.
Education
Janta high school
2009
Matriculation
79%
Gossner college, Ranchi
2012
Intermediate of science
60%
Nagarjuna college of engineering and technology, Bengaluru 2016
Bachelor of engineering (CSE)
64
Experience
Concentrix daksh india private limited
10/04/2019 - 30/06/2021
Customer service representative
MakeMyTrip and Goibibo Process
Blended(Call/Chat/Email)
> Handelling Domestic and International flight bookings cases.
> Resolving Refund, Cancellation, Date change and Ticket issuance cases.
> Taking 50-60 calls on average per day.
> Maintaining proper case notes of case handling and taking follow up from customer issues which get solved.
> Took outbound calls and resolve Back office pending booking cases.
Teleperformance
12/07/2021 - 08/11/2023
Technical support executive
EA Sports Process
Blended(Call/Chat/Email)
>Troubleshooting technical issues
>Maintaining and troubleshooting methods in regards to gaming issues in customer device.
>Provide technical advice and assistance to customer in setting up wired and wireless gaming.
>Assisting customer in setting up new device and mobile device and transferring data from old device to new device.
>Identify complex technical issues related to gaming or system and solving it.
>Resolving issues of the device which are being comparmised, hacked or on which threat related to sypware or virus in suspected by customer.
>Maintaining proper case notes of case handling and taking follow up from customer issues which get solved. Ienergizer
08/11/2023 - Till Date
Customer service representative
Zara process
Blended(Call/Chat/Email)
> Handled Zara UK, Ireland and Itely customers
> Resolving issues related to Zara Account and multiple issues related to orders issuance cases.
> Taking 100 chats on average per day.
> Maintaining proper case notes of case handling and escalating to dedicated teams if required
Skills
Customer handling, MS office, Computer and network Troubleshooting, Amadeus, Galileo
Strength
Communication, Time management, Adaptability and Quick Learner
Achievements & Awards
>Honoured by the Governor of Jharkhand for Securing a good rank in SSLC Examination (2009)
>Participated in Technical quiz competition (NCET) and got consolation prize
>Employee of the month for 3 consecutive months 2019
>Have been promoted internally after only 1 months on the job at Concentrix, taking supervisor call and promoted as line QA(IDP)
>Worked as an SME in Teleprompter and supported multiple teams with process knowledge. Also worked as an line QA, shared feedback with agents, joined cabiration
Projects
PSMPA: Patient Self-Controllable and Multi-Level Privacy-Preserving Cooperative Authentication in Distributed m- Healthcare Cloud Computing System
Distributed m-healthcare cloud computing system significantly facilitates efficient patient treatment for medical consultation by sharing personal health information among healthcare providers. However, it brings about the challenge of keeping both the data confidentiality and patients’ identity privacy simultaneously. Much existing access control and anonymous authentication scheme cannot be straight forwardly exploited. To solve the problem, in this project, a novel authorized accessible privacy model (AAPM) is established.
Languages
Hindi
English
Declaration
I hereby declare that the above information's are true to best of my knowledge.
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