Kabeer Prakash Bisht
L2 - Escalations
DLF The Ultima Tower N - Flat No 301 New Gurgaon Sector 81,Haryana
Summary
Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
L2 Escalations Manager
Kapture CX
09.2022 - 03.2024
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Created detailed reports on escalated cases to identify trends and areas for improvement.
- Demonstrated a consistent track record of success in managing challenging customer situations, resulting in increased trust and loyalty from both customers and colleagues.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Managed a high-performing escalations team that consistently exceeded targets in terms of case closure rates and customer satisfaction scores.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained customers on product usage for increased brand loyalty.
Store Manager
Tommy Hilfiger
08.2015 - 08.2022
- Managed operations at the Phoenix Market City and the flagship store at Forum Mall Koramangala in India
- Key achievements include driving sales growth and store development through effective management practices, risk identification and mitigation, employee training, and emergency response planning
- Demonstrated adaptability and resilience in managing business operations under challenging conditions.
Customer Relationship Officer
Tommy Hilfiger
08.2015 - 03.2017
- Made customers aware of current and new programs and services
- Maintained accurate records of customer interactions, enabling better understanding of client issues and facilitating follow-ups when needed
- Cross-trained and provided backup support for organizational leadership
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
Senior Fashion Consultant
Bestseller Retail India Pvt. Ltd
03.2014 - 07.2015
- Conducted personal shopping services for high-profile clients, ensuring confidentiality and satisfaction
- Optimized store layout based on customer flow analysis, enhancing overall shopping experience
- Analyzed sales data to identify opportunities for improvement, implementing targeted strategies for growth
- Implemented efficient inventory management techniques to maintain optimal stock levels and minimize loss
Education
Intermediate College Specializing in Commerce -
Mount Sinai School
Ramnagar 03.2012 - 03.2013
Retail Management -
Indian Virtual University
Bangalore 6 2013 - 3 2016
Skills
Customer Success Strategies
Customer Success Team Leadership
CRM EXPERTIES
Customer Experience Optimization
Strategic Planning and Execution
Training and Customer Onboarding
Stock Management
POS System Operations
Merchandising
Sales Strategies
Staff Training
Sales Analysis
Employee Training
Loss Prevention
Visual Merchandising
Vendor Relations
Languages
Hindi
English
Timeline
L2 Escalations Manager
Kapture CX
09.2022 - 03.2024
Store Manager
Tommy Hilfiger
08.2015 - 08.2022
Customer Relationship Officer
Tommy Hilfiger
08.2015 - 03.2017
Senior Fashion Consultant
Bestseller Retail India Pvt. Ltd
03.2014 - 07.2015
Intermediate College Specializing in Commerce -
Mount Sinai School
03.2012 - 03.2013
Retail Management -
Indian Virtual University
6 2013 - 3 2016
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