Harish Kumar

HARISH KUMAR CONTACT--Dehradun City, Dehradun, Uttarakhand – 248001 EDUCATION 2014 J N V RUDRAPRAYAG PROFILE Experienced Customer Support Professional with 2+ years of experience in voice and non-voice channels including chat, email, and telephonic support. Proven success in handling Level 1 and Level 2 escalations with root cause analysis and high CSAT. Skilled in CRM systems, technical troubleshooting, and delivering timely resolutions. Known for strong communication, multitasking abilities, and meeting SLA benchmarks in fast-paced environments. WORK EXPERIENCE Customer Care Executive – Voice Process iLeads Auxiliary Services Pvt. Ltd. (Snapdeal Process) Dehradun, Uttarakhand | Jan 2022 – Nov 2022 📍 Addressed customer queries via phone, ensuring accurate resolutions. Built strong customer relationships and maintained satisfaction. Investigated root causes and followed up on complaints. Intermediate 2017 - 2020 D A V PG COLLEGE DEHRADUN Bachelor of Science SKILLS Customer Service & Support (Voice & Non-Voice) Live Chat, Email, Inbound & Outbound Voice Handling Technical Troubleshooting & Root Cause Analysis CRM & Ticketing Systems | Microsoft Excel & Office Fast Typing & Data Entry | Telecalling Communication & Organizational Skills LANGUAGES English (Fluent) Hindi (Fluent) Customer Support Executive – L2 (Work from Home) Teleperformance (Flipkart Social Media Level 2) Bengaluru, Karnataka | Sept 2023 – Dec 2023 📍 🗓 Resolved social media complaints/escalations with detailed analysis. Delivered empathetic and effective communication across platforms. Ensured issue closure by coordinating with internal teams. Customer Support Associate – Non Voice (Work from Home) Teleperformance Global Business Pvt. Ltd. (Flipkart Social Media Level 1) Bengaluru, Karnataka | July 2024 – Present 📍 🗓 Responded to customer inquiries via chat/email ensuring first-contact resolution. Created detailed, accurate tickets for L2 teams to streamline resolution. Maintained SLA and CSAT targets with high-quality written support. Updated product knowledge and collaborated with cross-functional teams.