Aditya Kapoor
Mississauga,Canada
Summary
Overview
9
9
years of professional experience
Work History
Technical Support Representative
Concentrix
10.2024 - 01.2025
- Provided exceptional customer service by diagnosing and resolving software, hardware, and connectivity issues for clients, consistently maintaining a 92% satisfaction score
- Educated clients on product features, troubleshooting techniques, and best practices, enhancing their understanding and overall service experience
- Managed customer inquiries, interpreting product guidelines and procedures to ensure accurate information and clarify service offerings
- Processed transactions while verifying eligibility criteria and ensuring proper documentation was received, maintaining accuracy in all operations
- Delivered comprehensive product setup and configuration assistance, ensuring seamless integration with business applications
Lead, Operations (Senior SME)
Concentrix
08.2020 - 03.2024
- Led a team of 20+ agents, ensuring front-end resolution of customer queries via email and chat, consistently meeting operational metrics
- Delivered coaching and feedback to team members, ensuring high levels of professionalism and customer satisfaction in handling customer interactions
- Conducted quality assurance audits, ensuring 98% compliance with client parameters while improving service delivery accuracy
- Managed customer service inquiries, resolving complaints related to returns, exchanges, and fraud reviews in collaboration with vendors and partners
- Assisted in de-escalating customer complaints, offering solutions to ensure satisfaction and build lasting customer relationships
Retail Sales Consultant
Bestseller Retail India Pvt. Ltd.
07.2016 - 09.2017
- Assisted customers in understanding product offerings, services, and eligibility criteria to enhance their shopping experience
- Resolved customer complaints related to returns and exchanges in a professional manner, ensuring customer satisfaction and loyalty
- Processed transactions, ensuring the accuracy of payments, returns, and exchanges in accordance with company policies
- Contributed to store success by achieving sales targets, upselling products
Education
Bachelors of Science - Hospitality & Hotel Administration
Institute of Hotel Management
MBA - Marketing & HR
DTU
01.2020
Skills
- Microsoft Office Proficiency
- Relationship Building
- Problem Solving Skills
- De-escalation & Conflict Resolution
- Customer success management
- QuickConnect
- Technical support
Internship
Food Support Associate, University of Waterloo Food Services, June 2024- Oct 2024
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Technical Support Representative
Concentrix
10.2024 - 01.2025
Lead, Operations (Senior SME)
Concentrix
08.2020 - 03.2024
Retail Sales Consultant
Bestseller Retail India Pvt. Ltd.
07.2016 - 09.2017
Bachelors of Science - Hospitality & Hotel Administration
Institute of Hotel Management
MBA - Marketing & HR
DTU
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