umesh kumar
@umeshkumar
Enthusiastic and results-driven Customer Service Specialist
IndiaWhat I'm looking for
As a seasoned Customer Service Specialist, I leverage my expertise in project management, customer service supervision, and tailored communication strategies to drive innovation and achieve long-term success. With a proven track record in conflict resolution, Agile methodologies, and CRM systems, I excel in handling VIP customers and increasing customer retention rates.
With a strategic mindset, I am adept at driving innovation and achieving long-term success. Fluent in English, Hindi, and Tamil, I possess strengths in vision and influence. My experience in stakeholder management, budgeting, and Salesforce has equipped me to lead teams and drive positive change.
Throughout my career, I have consistently demonstrated my ability to automate customer service processes, reduce project costs, and increase customer retention. I am a visionary leader with a passion for empowering teams to perform at their best.
Experience
Work history, roles, and key accomplishments
Project Manager
BayviewTechnology
Feb 2022 - Dec 2022 (10 months)
Automated customer service processes, increasing efficiency by 25% by leading development projects. Achieved a 30% reduction in project costs by implementing lean project management practices and reducing waste. Reduced customer churn by 15% in one quarter by providing targeted product knowledge training sessions.
Customer Service Supervisor
BayviewTechnology
Jan 2017 - Jan 2020 (3 years)
Handled VIP customers, addressing their account inquiries via phone, email, chat, and social media. Resolved customer issues and ensured high customer satisfaction. Managed a team of 28 customer service representatives, handling over 10,000 inquiries monthly.
Customer Service Specialist
iFOREX
Jan 2015 - Jan 2016 (1 year)
Converted lead calls into active customers by explaining Forex products and opening trading accounts.
Education
Degrees, certifications, and relevant coursework
umesh hasn't added their education
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