Amit Kumar

Customer Service & Client Relationship Specialist with 3+ years of experience in high-volume, multi-channel support. Expert in managing chat, email, and phone inquiries using Zendesk, Salesforce, and Jira. Proven track record of managing VIP clients and de-escalating complex situations while maintaining high customer satisfaction in fast-paced environments.

VIP Account Manager at BGD Tech Pvt Ltd (2023-08 – 2024-05)

• Managed a large portfolio of VIP clients, providing personalized support and rapid issue resolution through chat and SMS channels.
• Demonstrated expert multitasking by managing three or more active chat conversations simultaneously without sacrificing service quality.
• Utilized Jira, along with administrative dashboards, to track, document, and resolve high-priority customer inquiries efficiently.
• Applied advanced problem-solving skills to de-escalate complex customer situations and ensure professional, timely resolutions.

Senior Customer Service Executive at Conneqt Business solution limited (2019-09 – 2022-02)

• Managed high-volume support for international and domestic clients across multiple channels, including chat, email, and phone, while handling over 80 inquiries daily.
• Demonstrated expert use of Salesforce, Zendesk, and Jira to document customer interactions, track issues, and ensure accurate, timely resolutions.
• Maintained a 95%+ customer satisfaction rating by providing clear communication and de-escalating complex issues during live chat and support calls.
• Improved operational efficiency by 20% by implementing standardized troubleshooting procedures and collaborating with cross-functional teams to resolve technical concerns.

Senior consultant-processor at Hinduja Global Solutions (2013-12 – 2017-10)

• Managed the billing and adjudication of medical claims for various healthcare providers, ensuring compliance with federal, state, and local regulations for accurate and timely reimbursements.
• Utilized Electronic Health Record (EHR) systems, billing software, and data analysis tools to process claims efficiently and identify areas for improvement.
• Achieved a 98% accuracy rate in claims processing, exceeding company targets and earning recognition for excellence in billing operations.
• Coordinated with insurance providers, patients, and healthcare professionals to resolve billing disputes, demonstrating strong communication and problem-solving skills.

Bachelor of Computer Application in Computer Application – Sikkim Manipal University (2012-07 – 2015-07)

12th – CBSE Uttarakhand Board (2011)

10th – CBSE Uttarakhand board (2009)