Kundan Rathore

Managed day-to-day customer support operations, ensuring high satisfaction and efficient resolutions for complex technical issues. Implemented and refined support processes, created JIRA tickets, and collaborated with engineering and product teams to address technical roadblocks. Monitored key metrics, conducted case trend analysis, and developed knowledge bases for product playbooks and FAQs.

Led a team of 18 agents, ensuring daily SLA achievement and maintaining outage/shrinkage. Identified underperforming agents, arranged training sessions, and provided coaching on technical updates and communication skills. Monitored and evaluated metrics to achieve service level and quality targets, maximizing first-time call resolution.

Provided technical support to agents on various issues including laptops, desktops, printers, and wireless networks. Performed troubleshooting for network, hardware, and operating systems, along with software installations and configurations. Handled escalations and supported a team of 11 technical support agents.

Coached technical staff on Dell Laptop & Desktop issues, troubleshooting network, hardware, and operating systems. Imparted training for customer experience to achieve CSAT metrics and ensured end-to-end resolution on each call. Provided floor support for technical issues and maintained team CSAT scores.

Completed 10+2 education under the Central Board of Secondary Education, Delhi. This foundational education provided a broad understanding across various subjects.

Graduated from the University of Delhi, acquiring a comprehensive academic background. The curriculum focused on developing critical thinking and analytical skills.