Keshav Rajput
Customer Service Supervisor
Summary
Customer-focused professional with 3 years of experience leading high-performance customer service teams. Inspired by a passion for cybersecurity, I am seeking to leverage my skills in a challenging role in IT. Armed with a Post graduation diploma in Cyber Security, I bring a unique blend of leadership and analytical abilities, poised to contribute to the security landscape.
Overview
8
8
years of professional experience
2
2
Languages
100
100
years of post-secondary education
Work History
Supervisor
Accessories Gift Center Ltd T/a Hi Profile
1 2023 - Current
- Supervised a team of 8 customer service representatives, providing coaching and mentoring to enhance team performance
- Demonstrated a strong work ethic, resulting in being promoted to shift supervisor
- Developed and implemented customer service policies and procedures to improve efficiency and customer satisfaction
- Responsible for coaching and mentoring the new hires in the process, resolving their queries, and raising issues to the client manager when required.
Sales Assistant (Part Time)
Accessories Gift Center Ltd T/a Hi Profile
12.2020 - 12.2022
- Worked effectively as part of a team to maximize sales and customer satisfaction
- Managed and resolved customer issues, demonstrating strong problem-solving skills.
Customer Service Representative
Jindal Intellicom
01.2018 - 08.2018
- Developing and implementing customer service procedures and policies
- Handling high-volume customer inquiries in a professional and timely manner
- Handling the end-customer queries via Chat support channel and respond with most appropriate resolutions.
Customer Service Representative
Concentrix Daksh Services India Private Limited
03.2016 - 12.2017
- Managed and resolved customer queries efficiently through chat communication channels
- Maintained accurate and comprehensive records of customer interactions, ensuring a seamless handover for follow-up or escalations
- Use the available operational tools and knowledge base to Troubleshoot, replicate and subsequently, resolve customer's concern.
Education
PostGraduate Diploma in Cyber Security -
University Of Hertfordshire
Bachelor of Computer Applications -
Sikkim Manipal University
2018
Ethical Hacking - Certification
I3 Indya Technologies
New Delhi, India Jun 2017 - 07.2017
Skills
Windows Firewall
Network Scanning
Wireshark
Intrusion detection systems (IDS)
Intrusion prevention systems (IPS)
Security information and event management (SIEM) tools
Network Security
Intrusion detection systems (IDS)
Timeline
Sales Assistant (Part Time)
Accessories Gift Center Ltd T/a Hi Profile
12.2020 - 12.2022
Customer Service Representative
Jindal Intellicom
01.2018 - 08.2018
Customer Service Representative
Concentrix Daksh Services India Private Limited
03.2016 - 12.2017
Supervisor
Accessories Gift Center Ltd T/a Hi Profile
1 2023 - Current
PostGraduate Diploma in Cyber Security -
University Of Hertfordshire
Bachelor of Computer Applications -
Sikkim Manipal University
Ethical Hacking - Certification
I3 Indya Technologies
Jun 2017 - 07.2017
Projects
- Configuring and updating Microsoft Defender
- Enabling and configuring
- Microsoft Firewall Intrusion Detection System (IDS) using SNORT
- Vulnerability Scanning with Nmap
- Packet capturing using Wireshark
Projects
- Configuring and updating Microsoft Defender
- Enabling and configuring
- Microsoft Firewall Intrusion Detection System (IDS) using SNORT
- Vulnerability Scanning with Nmap
- Packet capturing using Wireshark