Neeraj Kumar

Customer Support Professional with 1.9 years of experience in Chat, Email and Voice Support. Experienced as a Subject Matter Expert (SME) and Customer Support Associate with expertise in customer query resolution, grievance handling, CRM documentation, SLA compliance and escalation management. Strong written and verbal communication skills with a customer-first approach.

Subject Matter Expert (SME) - Globiva Services Pvt. Ltd. - Gurugram

(2024-04 - 2025-07)

• Handled customer escalations and complex queries.
• Mentored advisors and supported team performance.
• Maintained SLA compliance and quality standards.
• Ensured excellent customer experience.

Customer Support Associate - Cogent E-Services Ltd. - Gurugram

(2025-08 - 2026-01)

• Resolved customer queries via chat, email and voice.
• Maintained CRM records and grievance cases.
• Coordinated with internal teams for timely resolution.
• Delivered quality customer support.

Bachelor of Computer Applications - BCA - IGNOU University

Senior Secondary - HBSE Board