Vinod Kumar
MONTREAL,QUEBAC
Summary
Dynamic call center professional with a proven track record at WIPRO, excelling in data accuracy and customer support. Skilled in queue management and performance monitoring, I enhance team efficiency and elevate customer experiences. Committed to quality assurance, I consistently drive improvements in service delivery and agent performance.
Overview
4
4
years of professional experience
Work History
Call Operator
WIPRO
BANGALORE, INDIA
02.2021 - 12.2022
- Verified accuracy of data entered into the system prior to updating customer profiles or orders.
- Transferred calls from one department to another as needed; followed up on transferred calls if necessary.
- Monitored queues for incoming calls; managed overflow volume during peak periods.
- Greeted customers warmly upon entering contact center lobby; provided assistance with finding desired products and services or answering questions related to business operations.
- Participated in training sessions designed to improve job knowledge and efficiency.
Call Agent
Mahindra Holidays
NEW DELHI , INDIA
05.2019 - 01.2021
- Monitored daily performance metrics of call agents against established goals.
- Educated customers on product features and benefits.
- Participated in team meetings to discuss strategies for improving customer experience.
- Provided customer service support for incoming calls and emails.
- Performed quality assurance reviews of recorded calls from other call agents.
Education
Associate of Arts - Logistics And Supply Chain Management
St. Clair College of Applied Arts And Technology
Windsor, None04-2024
Skills
- Data entry
- Call routing
- Queue management
- Customer support
- Quality assurance
- Performance monitoring
Languages
English
Professional
Timeline
Call Operator
WIPRO
02.2021 - 12.2022
Call Agent
Mahindra Holidays
05.2019 - 01.2021
Associate of Arts - Logistics And Supply Chain Management
St. Clair College of Applied Arts And Technology
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