Shubham Kumar

Customer Representative @Hastings Direct

Leicester, GB

Customer Representative – Non-Voice• Managed 500+ Chats Weekly: Efficiently handled an average of 500 inbound chats in five working days, resolving customer inquiries and complaints with a 95% satisfaction rate, leveraging prior experience in customer service roles.• Increased Sales by 15%: Used advanced sales techniques from my B2B experience to convert chats into policy sales, contributing to a 15% increase in product uptake during my tenure.• Reduced Resolution Times by 20%: Applied data analysis and strategic planning skills to identify recurring issues, reducing response times and improving operational efficiency by 20%.• Strengthened Technical and Customer Relationship Skills: Mastered CRM tools like Microsoft Dynamics to manage customer data effectively and enhance client retention by 10%, preparing for future roles requiring technical proficiency and relationship management expertise.