Harish Kumar

I am a dedicated and customer-focused Customer Support Executive with nearly 2 years of hands-on experience in delivering high-quality service across voice, chat, and email support channels. I have worked in high-pressure environments handling both domestic and international customers, ensuring quick issue resolution and customer satisfaction.

• Worked at Teleperformance in an L1 Social Media Support role, assisting customers via platforms like Facebook, Twitter, and Instagram.
• Handled inquiries related to orders, delivery status, payments, refunds, and account-related issues with empathy and professionalism.
• Managed high-volume ticket queues while maintaining SLAs, CSAT, and AHT targets.
• Created and updated knowledge base articles for internal use and trained new agents on support tools and communication etiquette.

Customer Support Tools & CRMs:

• Experienced with platforms like Freshdesk, Zendesk, and Zoho CRM.
• Familiar with Gorgias features like macros, tags, and ticket management (willing to adapt quickly).

Communication & Soft Skills:

• Excellent written and verbal English communication.
• Strong problem-solving abilities and emotional intelligence.
• Able to handle escalations and resolve issues calmly and effectively.

Technical Abilities:

• Basic troubleshooting for app/web-based platforms.
• Familiarity with browser settings, system performance checks, and user-side diagnostics.

Workflow & Productivity:

• Comfortable working with KPIs (e.g., CSAT, FCR, AHT).
• Proficient in multitasking across chat, email, and voice channels.
• Experienced in using Google Workspace (Docs, Sheets) and basic Excel reporting.