Multifunctional Customer Support Specialist

September **** - September ****

October **** - February 2024

March 2024 - January 2026

2017

2013

2011

2018

Pankaj Kumar Pandey

***, ****** *** *****, ********, New Delhi 110030

+91-827******* ************.****@*****.***

Objective

Seeking an opportunity in a reputable organization where I can effectively utilize my skills and experience, contribute to business objectives, and continue developing a strong professional skill set. Experience

Teleperformance India Pvt. Limited

Customer Service Executive - Back- end, Operations Managed high-volume customer inquiries of UBER cab services for UK and US markets Resolved payment issues, pickup/drop-off concerns, and other ride-related problems efficiently Collaborated with internal teams to resolve complex billing issues Ensured timely and accurate solutions, enhancing customer satisfaction Asia Innovations Group Pvt. Limited

Customer Service Executive - Back- end, Operations Reviewed user-generated content on social media messaging apps to ensure compliance with policy and guidelines.

Utilized Freshchat and Freshdesk platforms to deliver proficient customer service, ensuring timely and effective issue resolution.

Evaluated and enforced community standards, maintaining a safe and respectful user environment. Conducted thorough background checks on customers to prevent fraudulent activities. Provided timely assistance to customers via email and Google Reviews. Served as Subject Matter Expert (SME)

Developed and conducted training materials to enhance team knowledge and performance. Proberos Trading Pvt Ltd

Customer Support Specialist

Respond to UK and US customer inquiries via email

Resolve product, shipping, and order issues

Troubleshoot logistics and shipping problems

Collaborate with internal teams to resolve customer concerns Managed and processed unprocessed orders, coordinating warehouse sheets and logistics to ensure smooth order fulfillments.

Delivered end-to-end customer support while handling a high volume of customer interactions Trained and guided new team members on support processes and tools Identified process gaps and suggested improvements to enhance customer experience Education

Kumaun University, Nainital

Bachelor of commerce

Uttrakhand Board

Intermediate

Uttrakhand Board

High School

N.S. Technology, Haldwani

Tally Certification

PANKAJ KUMAR PANDEY

Skills

Microsoft Excel

PowerPoint

General troubleshooting and resolving common hardware and software issues. Microsoft office

Freshchat, Freshdesk, ERP and Zendesk tools

Languages

English and Hindi

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