Vijay Kumar
Customer Experience Specialist at SBI Card | Analytical Skills, Customer Service, and Quality Management | Customer Experience & Satisfaction | Owner of \'hungerforcricket\' YT Channel
- Role
- Customer Experience Specialist at SBI Card
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Vijay Kumar
Hi, My name is Vijay Kumar, I hold a graduate degree from Delhi University and…
Experience
Customer Experience Specialist
Sep 2024 — Present · Gurugram, IN
Performs call monitoring, provides trend data and feedback to call center csa\'s and team leaders- Drive agent improvement on FCR/CSAT and other business metrics like AHT etc- Reporting and analysis of defects and errors- Maintain great quality standards- To undertake day to day activities for monitoring purpose- Listen to and evaluate recorded interactions- Coaching and sharing feedback to employees for monitored interactions- Collaborate with cross-functional teams to ensure execution of ongoing skill development and training- VOC analysis through various channels & sharing insights for product/service improvement to meet customers expectations.
Education
Dyal Singh College (Evening)
Bachelor's degree
2016 — 2019
Indira Gandhi National Open University
Master's degree
2019 — 2021
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