Hemant Kumar

Experience

• 

  IEnergizer

  Feb 2021 - Mar 2022

  Associate

  • Client: EA (Electronics Arts Inc).• Successfully handled and resolved an average of 120 chats a day, surpassing the daily target of 90 chats a day, resulting in a 33.33% increase in productivity.• Maintain an average handle time (AHT) of under 4 minutes, surpassing the company's target of 6 minutes, to optimize efficiency while delivering quality support.• Accurately document customer interactions, issues, and resolutions in a CRM system or ticketing system.• Generate and submit regular performance reports to management for review and decision-making, including the team's CSAT (Customer Satisfaction) score, quality score, productivity, and AHT.• Analyze customer support data to identify recurring issues and trends, allowing for proactive problem-solving and process improvements. Show less

• 

  BolsterBiz

  Jun 2022 - Nov 2022

  Executive

  Client: Klover• Efficiently handled incoming customer calls, chats, or emails daily to ensure timely responses and issue resolution, even when handling a high volume of cases exceeding 100 per day.• Assess and deal with the risks associated with financial transactions, data security, and fraud prevention.• Analyze customer feedback and survey responses to identify areas for improvement and track customer satisfaction scores.• Efficiently monitor customer support queues to minimize wait times and reduce customer abandonment rates. Show less

• 

  Tide

  Dec 2022 - Apr 2023

  Member Support Agent
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  Tech Mahindra

  Jan 2024 - now

  Senior Technical Support Associate

  Client: AT&Tˆ Use network monitoring tools and diagnostic utilities to assess the health and performance of theinternet connection.ˆ Identify potential issues or areas of concern and take proactive measures to prevent service disruptions or downtime.ˆ Respond to incidents and service outages affecting business internet circuits.ˆ Guide the customer through basic troubleshooting steps such as power cycling their modem/router.ˆ Verify the configuration settings on the customer's modem/router, ensuring that they match AT&T'srecommended settings for internet connectivity. i.e. Duplex settings, auto-negotiation, speed, mode, andtype of cable.ˆ Conduct line tests to check the quality and stability of the customer's internet connection. This mayinvolve running diagnostic tests to measure signal strength, line noise, CRC errors, over-utilization of the circuit, and packet loss.ˆ If the issue cannot be resolved through remote troubleshooting, escalate the case to higher-level support teams or field technicians for further investigation and resolution. Show less