Open to opportunities

Mithun Kumar

@mithunkumar2

I optimize merchant menus and resolve customer support escalations.

I've supported DoorDash merchants at TaskUs by optimizing digital menus, managing price updates and item onboarding, and resolving refund, payment, and account escalations through Salesforce and Slack.

Across Swiggy, Paytm Payments Bank, and Etisalat processes, I've handled chat, inbound voice, outbound collections, and back-office support while meeting CSAT, SLA, quality, and collection targets. I also mentor new hires, support Team Leaders with menu audits, and use Google Sheets and Docs for quality tracking.

Experience

Work history, roles, and key accomplishments

Senior Customer Experience Executive

TaskUs

Jul 2022 - Jun 2026 (3 years 11 months)

Managed end-to-end menu optimization for international merchants, including complex category sorting, price updates, item onboarding, and full-scale digital menu creation. Resolved critical merchant escalations related to refunds, payment discrepancies, and account issues using Salesforce and Slack.

Salesforce Slack THQ Google Sheets Google Docs Data Entry Escalation Management Quality Audits

Customer Support Executive

Swiggy

Nov 2021 - Jul 2022 (8 months)

Delivered real-time, high-quality chat support to Marketplace customers, resolving queries related to order status, refunds, and delivery partner coordination. Maintained exceptional concurrency while meeting strict SLA and Customer Satisfaction targets.

Chat CRM Multitasking SLA Management Customer Satisfaction

Collection Agent

Competent Synergies

Sep 2020 - Nov 2021 (1 year 2 months)

Handled outbound calling operations for Paytm Payments Bank focusing on portfolio collections. Negotiated effectively with customers for timely payments while adhering to compliance and banking guidelines.

Outbound Calling Collections Negotiation Compliance

Customer Service Associate

Teleperformance

Aug 2019 - May 2020 (9 months)

Provided inbound customer support for Etisalat international clients, troubleshooting billing and service queries. Process ramped down due to COVID-19 pandemic contingency.

Billing Troubleshooting