Gagan Kumar
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Remote, Oregon, United States
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Résumé
Jobs
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Technical Support EngineerGranicusFeb 2024 - Dec 2024 (11 months)• Helped customers via email and chat, ensuring they had the best experience possible, troubleshooting their problems, and answering their questions. • Utilized Salesforce Service Cloud to manage and resolve customer interactions, boosting issue resolution speed by 30% and customer satisfaction by 20%. • Provided real-time support to clients via Intercom, cutting response times by 25%, enhancing first-contact resolution by 40%, and increasing customer retention by 15%. • Diagnosed and resolved 95% of technical issues at first contact, focusing on web technologies, databases, server environments, and API integrations. • Implemented automation using bots and trained them, resulting in a 25% improvement in service delivery and achieving a- Product Support AnalystAmazonMay 2022 - Aug 2023 (1 year 4 months)• Led the resolution of complex Alexa issues, including API troubleshooting, boosting customer satisfaction by 50%. ◦ Collaborated with engineering teams, including development and QA, to drive significant product enhancements, reducing recurring support tickets by 30%. • Designed and implemented a comprehensive knowledge base and training materials for internal and external stakeholders, improving product literacy and self-service capabilities. • Played a key role in the development and execution of a customer feedback loop mechanism, leading to 10 actionable improvements in product features and support processes. • Met and exceeded individual performance metric expectations, including replies per day, average handle time, qua
- SClient Service SpecialistSuryaFeb 2019 - Apr 2022 (3 years 3 months)• Led the client service team to ensure outstanding service delivery, achieving a 95% client satisfaction rate. • Oversaw daily operations, including workflow management, process optimization, and coordination between departments, resulting in a 20% increase in operational efficiency. • Implemented a client feedback system that directly contributed to a 15% reduction in client complaints and a 10% improvement in service delivery times. • Developed and maintained strong relationships with key clients, leading to a 30% increase in client retention and a 25% increase in referral business. • Conducted detailed data analysis to identify trends, forecast client needs, and provide strategic insights for business development and service improv
Education
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- GGoogle Professional Data Analytics CertificationNov 2024
- Lean Six Sigma Green BeltErnst & YoungJun 2024
- Bachelors in Computer ApplicationsManipal UniversityApr 2022 - Apr 2025 (3 years 1 month)