Gautam kumar
Customer service Representative
Mumbai Metropolitan Region,MH
Summary
Customer-focused professional with a successful record at Accenture in improving satisfaction through effective communication and CRM software expertise. Demonstrated ability in building relationships and solving problems to enhance customer engagement. Proficient in KYC verification and fraud investigations, showcasing a unique combination of technical skills and interpersonal abilities.
Overview
6
6
years of professional experience
Work History
Technical Support Representative
Tech-Mahindra
Pune
09.2023 - 04.2024
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Installed and maintained telecommunications systems, including routers, switches, and related hardware.
- Troubleshot network issues to identify root causes of problems.
- Created detailed documentation of all installed and configured telecommunications systems.
KYC/Anti-Money Laundering Specialist
Revolut
Mumbai
08.2022 - 08.2023
- Identification of improvement areas through customer feedback evaluation.
- Enhanced interdepartmental communication for seamless operations
- Participated in creating approaches aimed at boosting consumer satisfaction levels
- Conducted data analysis from customer surveys to reveal behavioral trends
- Reviewed customer documents and information to ensure compliance with KYC regulations.
- Verified customer identity using public records, financial databases, and other resources.
- Analyzed customer data to identify suspicious activity or potential money laundering schemes.
Customer Service Representative
Concentrix
Thane
01.2021 - 03.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Associate
Sutherland
Mumbai
09.2019 - 04.2020
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Investigated customer complaints regarding product quality or service rendered.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Recorded all customer interactions into the database system accurately and completely.
Associate
Indoco Remedies Ltd.
Mumbai
11.2017 - 07.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Education
HSC - Computer Science
Bihar State Education Board
05-2015
Skills
- Customer Support
- Communication
- Problem-solving
- Empathy and Patience
- Relationship Building
- Multitasking
- Team Collaboration
- Diplomacy
- Conflict Resolution
- Upselling
- Product Knowledge
- Phone Etiquette
- Jira
- Customer Relationship Management (CRM)
- Account takeover
- KYC Verification
- Fraud Investigations
- Verbal Communication
- Cross-cultural communication
- Brand Awareness
- CRM Software
- Call Documentation
- De-Escalation Techniques
- Customer Service
- Promotional support
- Regulatory Compliance
- Merchandise upselling
- Teamwork and Collaboration
- Team building
Languages
Hindi
First Language
English
Proficient (C2)
C2
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CultureTimeline
Technical Support Representative
Tech-Mahindra
09.2023 - 04.2024
KYC/Anti-Money Laundering Specialist
Revolut
08.2022 - 08.2023
Customer Service Representative
Concentrix
01.2021 - 03.2021
Associate
Sutherland
09.2019 - 04.2020
Associate
Indoco Remedies Ltd.
11.2017 - 07.2019
HSC - Computer Science
Bihar State Education Board
Similar Profiles
Mounika GoranthalaMounika Goranthala
Customer Service Specialist at Tech-MahindraCustomer Service Specialist at Tech-Mahindra
Md Sadaf SadiqueMd Sadaf Sadique
Senior Software Engineer at Tech-MahindraSenior Software Engineer at Tech-Mahindra
Vaishali ShivVaishali Shiv
Software Engineer/ Data Scientist at Tech-MahindraSoftware Engineer/ Data Scientist at Tech-Mahindra
Alekha Chandra BarikAlekha Chandra Barik
Asst. Manager in Branch Operations & CX at ICICI Prudential AMC Ltd.Asst. Manager in Branch Operations & CX at ICICI Prudential AMC Ltd.
GUILLERMO FABIAN CIRULLIGUILLERMO FABIAN CIRULLI
Senior Site Service Engineer at Schneider Electric System ChileSenior Site Service Engineer at Schneider Electric System Chile