Mukesh Kumar

Roles & Responsibility

BPO operations and customer support - Managed 50+ customer contacts per day, with 92 percent first-contact resolution - Always had a 4.8/5 CSAT average due to timely and sensitive responses - Liaised with the QA team in order to detect and rectify process gaps within support processes - Center 95 percent of escalated tickets within SLA on voice, email, and chat - Audited the quality of 50+ weekly interactions to increase team CSAT by 20 percent - Developed SOPs and underwent the training of 15+ new agents in the onboarding process