Rohit Kumar
Stratford,PE
Summary
Proven expert in escalation management and customer empathy, with notable achievements at IOS Call Centre, including developing strategies that significantly enhanced customer loyalty and reduced case backlog. Leveraged Salesforce expertise and de-escalation techniques to streamline issue resolution, demonstrating a strong ability to improve service delivery and customer satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service Escalation Specialist
IOS Call Centre
2022.11 - Current
- Collaborated with management to develop strategies for dealing with common customer pain points and recurring issues.
- Designed new escalation procedures to improve response times and reduce case backlog.
- Streamlined communication for better issue resolution, working closely with internal departments and external partners.
- Served as a subject matter expert within the team, providing guidance on complex issues that required specialized knowledge or expertise.
- Developed customized solutions for customers, resulting in higher retention rates and increased loyalty.
Delivery Driver
Amazon
2022.04 - 2022.10
- Delivered packages to customer doorsteps and business offices.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Completed on-time deliveries by choosing best and most efficient routes.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
Education
Global Supply Chain Management - Business Management
Matrix
Montreal, QC05.2022
Aviation And Hospitality Management - Aviation
Castor Academy
Punjab 12.2018
Skills
- Call center experience
- Complaint handling
- De-escalation techniques
- Email etiquette
- Salesforce expertise
- Remote support
- Customer empathy
- Sales support
- Customer education
- Escalation management
Languages
English
Full Professional
Timeline
Customer Service Escalation Specialist
IOS Call Centre
2022.11 - Current
Delivery Driver
Amazon
2022.04 - 2022.10
Global Supply Chain Management - Business Management
Matrix
Aviation And Hospitality Management - Aviation
Castor Academy