Pradeep Reddy Kumbam
Newcastle upon Tyne,Tyne and Wear
Summary
Results-driven and customer-focused professional with over 5 years of experience in providing exceptional customer service. Proven track record of resolving customer issues, exceeding performance targets, and ensuring customer satisfaction. Strong communication skills, empathetic approach, and ability to work effectively in fast-paced environments.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work history
Customer Service Associate
G-Think Inventors Pvt Ltd
Hyderabad, India
08.2018 - 08.2021
- Assist customers in setting up and troubleshooting smart home devices. This may involve guiding customers through the installation process, connecting devices to their networks, and troubleshooting technical issues.
- Educate customers on how to use smart home products effectively and efficiently. Provide tips and best practices to optimize their experience.
- Address customer complaints and issues promptly and professionally. This includes identifying problems, offering solutions, and following up to ensure the issue is resolved to the customer's satisfaction.
- Maintain clear and effective communication with customers through various channels, such as phone, email, chat, or social media. Ensure customers are informed about the status of their requests or issues.
- Keep customers informed about software updates, firmware upgrades, and new features for their smart home products. Provide guidance on how to apply these updates.
- Explain warranty terms and processes for returning or replacing defective products. Help customers navigate warranty claims and returns.
- Assist potential customers in understanding product offerings, features, and benefits. Answer pre-sales questions and provide information to help customers make informed purchasing decisions.
- Address concerns related to privacy and security in smart home products. Educate customers about best practices for securing their devices and data.
- Create and maintain user manuals, FAQs, troubleshooting guides, and other resources to assist customers in finding solutions independently.
- Gather feedback from customers to improve products and services. Use customer input to identify trends and areas for improvement.
- Ensure that customer support is available through various platforms, including phone, email, chat, social media, and possibly even smart assistant devices.
- Collaborate with technical teams, developers, and product managers to escalate and resolve complex issues that require advanced technical knowledge.
- Stay updated on the latest smart home technology trends and developments to provide informed and up-to-date assistance to customers.
- Be prepared to handle crisis situations, such as product recalls or security breaches, by following established protocols and providing clear communication to affected customers.
- Measure and track customer satisfaction through surveys and feedback mechanisms. Strive to improve customer satisfaction ratings over time.
Project Administrator
NowFloats
Hyderabad, India
02.2016 - 07.2018
- Collaborate with project managers to define project scope, goals, and deliverables.
- Assist in developing project plans and timelines.
- Maintain project documentation, including project plans, schedules, status reports, and meeting minutes.
- Ensure all project-related documents are organized and accessible to the team.
- Facilitate communication among project stakeholders, including team members, clients, and vendors.
- Keep all stakeholders informed about the project status and progress.
- Assist in allocating resources, including personnel and equipment, to ensure project tasks are completed on time.
- Monitor resource utilization throughout the project.
- Identify potential project risks and issues and work with the project team to develop mitigation strategies.
- Maintain a risk register and update it regularly.
- Ensure that project deliverables meet the required quality standards.
- Coordinate quality control and testing activities.
- Help in tracking project expenses and ensuring that the project stays within budget.
- Provide input for budget forecasting and cost estimation.
- Schedule and organize project meetings, including kickoff meetings, status updates, and post-project reviews.
- Prepare agendas and distribute meeting materials.
- Provide administrative support to project teams, such as setting up tools and systems, coordinating training, and managing project-related documentation.
- Assist in the project closure process, including documentation of lessons learned and preparing final project reports.
- Participate in post-project evaluations to identify areas for improvement.
Education
B Tech - Computer Science
Jawaharlal Nehru Technology University
Hyderabad 08.2011 - 06.2015
Visa Status
Dependent Visa Valid Until September 2025
Timeline
Customer Service Associate
G-Think Inventors Pvt Ltd
08.2018 - 08.2021
Project Administrator
NowFloats
02.2016 - 07.2018
B Tech - Computer Science
Jawaharlal Nehru Technology University
08.2011 - 06.2015
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