Charan Kumar

Dedicated Customer Support Associate with 9+ years of experience handling global customers across industries like Finance, Telecom, Shipping, VoIP and SaaS-based services. Proven ability to manage high volumes of customer interactions through phone, email, and chat while delivering strong satisfaction scores. Skilled at resolving account, billing, and product usage issues, maintaining accurate records, and collaborating across teams to meet SLAs and KPIs.

Experienced in working with global clients across US, UK, and EU time zones, and supporting both individual and business users.

Customer Support Specialist – VoIP - Uncode

(2025-10 - 2026-06)

• Delivered Tier 1/Tier 2 technical and functional support for a B2B SaaS-based cloud communications platform, supporting SMB and enterprise clients across VoIP, SMS, and omnichannel messaging services.
• Acted as a dedicated support partner for business customers, managing ongoing client relationships, understanding use cases, and ensuring platform adoption, reliability, and customer retention.
• Supported the full SaaS customer lifecycle, including onboarding, configuration, troubleshooting, optimization, and post-deployment support for business communication solutions.
• Owned the end-to-end B2B 10DLC onboarding lifecycle, including brand registration, campaign vetting, submission, compliance validation, and activation aligned to customer-specific messaging use cases.
• Ensured adherence to A2P messaging regulations across major US carriers (T-Mobile, AT&T, Verizon) by validating campaign use cases, opt-in workflows, and content compliance for business messaging.
• Diagnosed and resolved SMS delivery and platform performance issues impacting business operations, including carrier filtering, routing failures, throughput limitations, and compliance-related rejections.
• Partnered with clients to design and optimize scalable messaging workflows (OTP authentication, transactional alerts, marketing campaigns), ensuring high deliverability and regulatory alignment.
• Managed B2B account operations, including subscription lifecycle management, usage-based billing, invoicing queries, payment disputes, and account escalations with strong SLA adherence.

Support Engineer - NeelBlue Technologies Pvt Ltd

(2023-06 - 2025-03)

• Supported US-based clients across industries such as construction, logistics and retail with service-related queries and operational support.
• Responded to customer concerns regarding service disruptions or account-level escalations via phone and email, ensuring timely follow-through and updates.
• Maintained strong documentation practices and relayed key issues to internal departments for resolution.
• Provided assistance in maintaining service quality, recording reports and helping streamline internal communication channels.
• Offered assistance during rotational shifts, ensuring consistent coverage across global time zones.

Customer Service Associate - Navit Software Solutions Pvt Ltd

(2015-03 - 2023-06)

B2B SaaS Product Support (VoIP – UnoVon Platform)

• Delivered end-to-end customer support for an international VoIP product (UnoVon), assisting both new and returning customers with account setup, service upgrades, cancellations and troubleshooting.
• Responded to user queries over phone, email and chat, ensuring polite, professional, and solution-focused communication.
• Supported domestic past employment verification processes for newly onboarded employees, ensuring accurate validation and compliance with organizational hiring standards.
• Collaborated with engineering, product, compliance, and telecom teams, acting as a bridge between business requirements and technical solutions to enhance platform functionality.
• Proactively identified customer pain points, recurring issues, and process gaps, contributing to product improvements and enhanced customer experience for business clients.
• Maintained accurate documentation in CRM/ticketing systems while consistently meeting SLA, CSAT, FCR, and customer retention goals across multiple B2B accounts.
• Provided technical support for B2B VoIP solutions, including SIP configuration, call routing, DID provisioning, and troubleshooting call quality issues such as latency, jitter, and packet loss.
• Assisted business clients with number porting, IVR setup, and call flow design, ensuring seamless and scalable voice infrastructure aligned with operational needs.
• Analyzed call logs and CDRs to identify service disruptions and collaborated with carriers to resolve voice connectivity, routing, and termination issues affecting business communications.

Customer Service Associate - Financial Services Process - Navit Software Solutions Pvt Ltd

(2015-03 - 2023-06)

Financial Services Process (Loan/Lending Verification & Application Support)

• Supported a temporary FinTech process within the same company, focused on end-to-end personal loan application assistance over phone and email.
• Guided applicants through every step of the lending process — from identity verification to documentation review — ensuring accuracy and compliance with internal lending protocols and tribal financial regulations.
• Verified employment, income, and residence details in real-time; escalated discrepancies, potential fraud flags and incomplete applications to loan officers or risk teams.
• Explained loan terms, interest rates, and repayment conditions in clear, simple language to help customers make informed borrowing decisions.
• Maintained the confidentiality of sensitive financial data while navigating multiple systems and data entry portals, ensuring full adherence to regulatory standards.
• Successfully reduced application TAT by proactively coordinating with underwriting and back-office support teams, ensuring clean handovers and minimal processing delays.
• Resolved billing-related issues such as payment failures, refund requests and credit card updates, maintaining compliance with internal guidelines.
• Managed and updated customer data, ensured proper case logging and coordinated follow-ups for unresolved issues.
• Worked closely with back-office and escalation teams for complex or high-impact customer situations.
• Maintained excellent First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores while consistently adhering to SLAs.

Customer Service Associate - Payroll Process - Navit Software Solutions Pvt Ltd

(2015-03 - 2023-06)

Payroll Process

• Provided payroll support to employees and clients, assisting with payroll-related inquiries including salary discrepancies, pay slip clarification, overtime calculations, and deduction queries.
• Investigated and resolved payroll issues such as incorrect payments, missing hours, delayed salaries and direct deposit updates, ensuring compliance with company payroll policies.
• Reviewed and verified timesheets, attendance records and payroll data to ensure accurate salary processing and timely payroll cycles.
• Coordinated with HR, finance and payroll processing teams to escalate complex payroll issues, maintain accurate employee records, and ensure payroll adjustments were completed within SLA timelines.

B.A - Economics - Aligarh Muslim University

M.P.C - Sri Chaitanya Jr. College (2009)

S.S.C - Hyderabad Sainik School (2007)