Kapil Chouhan

Experience

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  Teleperformance

  Feb 2018 - Jun 2019

  Technical Support Executive

  As a Technical Support Executive at Teleperformance, I played a pivotal role in providing exceptional customer support and maintaining strong customer relationships through effective use of Customer Relationship Management (CRM) systems. Leveraging my skills in customer support and CRM, I ensured smooth and efficient resolution of technical issues for clients.Key Responsibilities:Customer Support: Delivered high-quality technical support to customers via phone, email, or chat channels. Assisted customers in troubleshooting technical issues with products or services, provided step-by-step guidance, and resolved issues in a timely manner to ensure customer satisfaction.Technical Troubleshooting: Utilized technical knowledge and problem-solving skills to diagnose and resolve technical issues reported by customers. Addressed a wide range of technical issues related to software, hardware, networks, and other technical products or services.Customer Relationship Management (CRM): Managed customer interactions and information effectively using CRM systems. Logged customer inquiries, updates, and resolutions accurately in the CRM database to maintain comprehensive customer records and facilitate smooth communication with customers.Escalation Handling: Identified and escalated complex technical issues to appropriate internal teams or higher-level support personnel for further investigation and resolution. Followed established escalation procedures to ensure timely resolution of customer issues and minimize customer impact.Quality Assurance: Adhered to quality assurance standards and service level agreements (SLAs) to meet or exceed performance targets for customer support metrics such as response time, resolution time, and customer satisfaction scores. Show less

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  Continuum Global Solutions

  Mar 2021 - Dec 2021

  Associate customer care executive

  As an Associate Customer Care Executive at Continuum Global Solutions, I was responsible for delivering high-quality customer service and support in the billing process, with a specific focus on KYC (Know Your Customer) verification. In this role, I utilized my skills in billing processes and KYC verification to ensure a smooth and efficient customer experience.Billing Process: Proficient in handling billing inquiries, processing payments, and resolving billing discrepancies.KYC Verification: Experienced in conducting KYC verification processes to authenticate customer identities and ensure compliance with regulatory requirements.Attention to Detail: Keen attention to detail in verifying customer information, documenting interactions, and maintaining accurate records.Compliance: Knowledgeable about regulatory requirements and best practices related to billing processes and KYC verification.My experience at Continuum Global Solutions as an Associate Customer Care Executive equipped me with valuable skills in billing processes, KYC verification, and customer service, enabling me to effectively support customers and contribute to the overall success of the organization. Show less

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  InfoBeans

  Feb 2022 - Jan 2024

  Technical Support Engineer

  As a Technical Support Engineer at InfoBeans Technology, my role revolved around providing comprehensive technical assistance to clients, particularly in resolving WordPress-related issues. Leveraging my expertise in WordPress and proficiency in ticketing tools like Jira and Teams, I effectively managed and resolved various technical challenges faced by clients.Achievements:Successfully resolved a high volume of WordPress-related issues within tight deadlines, exceeding client expectations and earning positive feedback.Implemented process improvements in issue management and communication, resulting in enhanced efficiency and client satisfaction.Received commendations from clients for providing exceptional technical support and contributing to the success of their WordPress projects.My experience at InfoBeans Technology as a Technical Support Engineer has equipped me with valuable skills in WordPress troubleshooting, client communication, and issue management, further solidifying my passion for delivering exceptional technical support in a dynamic and fast-paced environment. Show less